About the role

Location: Colombo

Company: MegaPay (Pvt) Ltd – Pay&Go

Salary: Rs. 50,000 – 60,000 + Performance Commission

About Us:

MegaPay (Pvt) Ltd, operating under the brand name Pay&Go, is one of Sri Lanka’s leading payment solution providers. We deliver reliable, convenient, and secure bill payment services through our island-wide network of kiosks, Android POS terminals, mobile app, and website.

Job Summary:

We are looking for a proactive and detail-oriented Senior Executive – Customer Experience & Operational Support to ensure smooth daily operations, enhance customer satisfaction, and support the continuous improvement of service quality.

Key Responsibilities:

Oversee daily customer support and operational activities to ensure service excellence.

Collaborate with cross-functional teams to streamline workflows and resolve process bottlenecks.

Handle escalated customer issues with professionalism and empathy.

Reconcile data accurately across internal and external systems.

Deliver accurate and timely information across multiple communication channels (calls, emails, and social media).

Support performance monitoring, reporting, and KPI management.

Perform other duties as assigned by management.

Requirements:

Pursuing or holding a Bachelor’s Degree in Business, Operations Management, or a related field.

Proven experience in customer support and/or operational roles.

Strong communication, interpersonal, and problem-solving skills.

Excellent command of English and Sinhala (Tamil is an advantage).

Proficiency in Microsoft Excel and Office applications.

Age between 20–30 years.

Must reside within 25 km of Colombo.

Additional Details:

Probation: 6 months

Reports to: Head of Department – Customer Support & Operations

KPI Focus: Service quality, accuracy, and adherence