Job Description

About the client

Our client is a market leader in the ceramic wall and floor tile industry, recognized for design excellence, innovation, and superior quality. With over four decades of industry leadership and a strong presence across Sri Lanka, the company continues to redefine industry standards while delivering exceptional products and customer experiences.

We are seeking a dynamic, customer-focused, and results-driven professional to join our client's team as an Executive – Customer Relationship Management. The ideal candidate will be responsible for maintaining strong customer relationships, handling customer inquiries and concerns, ensuring a high level of customer satisfaction, and supporting the company's commitment to delivering exceptional service experiences.

Key Responsibilities

• Develop and maintain strong relationships with customers to enhance repeat business and brand trust.
• Handle customer complaints (product quality, delivery issues, damages, etc.) by identifying root causes, coordinating with internal teams, and ensuring timely, professional resolution. Ensure effective after-sales support including replacements, returns, and site-related customer concerns.
• Respond to product inquiries, availability, pricing clarifications, and order updates accurately and promptly.
• Collect and analyze feedback from external customers and provide actionable insights to improve product quality, service standards, and customer experience Preferred

Qualifications

• Diploma or Degree in Marketing, Business Administration, or a related field.
• 1-3 years of experience in customer relationship management, after-sales service, or complaint handling with customers (preferably in manufacturing, FMCG, or retail sectors).
• Strong ability to manage dissatisfied customers, negotiate solutions, and maintain brand reputation.
• Excellent verbal and written communication skills in Sinhala & English (Tamil is an added advantage).
• Ability to coordinate with multiple internal departments; proficiency in MS Office and CRM systems for tracking customer interactions.

Interested candidates may send their CV to jobs@mindplus.global