Seniority Level: Mid-Level
Industry: Technology Services
Location: Onsite (Colombo, Sri Lanka)
Employment Type: Full-Time
Client: UAE-based device protection services company
About the Role
We are hiring a Senior Executive – Operations on behalf of our client — a fast-growing organization offering device protection services across multiple emerging markets. This full-time, onsite role is ideal for someone highly organized, detail-oriented, and passionate about driving smooth operational and customer service processes.
You will play a key part in ensuring day-to-day operations run efficiently, coordinating with service partners, supporting internal teams, and maintaining excellent service delivery standards.
About the Company
Our client is a UAE-based enterprise offering device protection plans for digital devices with a local office in Sri Lanka. Their focus is on providing repair services in emerging markets including Sri Lanka, Pakistan, Nepal, Mongolia, and Myanmar, where they manage a network of authorized service centers for brands like Apple, Xiaomi, Infinix, and Tecno. They are the only player with a service network across multiple emerging market geographies.
The client is dedicated to offering comprehensive solutions for safeguarding digital devices. Their mission is to ensure a seamless and user-friendly experience for customers by providing top-notch device protection plans and efficient repair services through a network of trusted service partners in Emerging Asia. They also employ an advanced online service platform to register devices, log service requests, and track repair progress.
Key Responsibilities:
- Assist the Customer Experience Manager in daily customer servicing tasks including follow-ups, case tracking, and coordination with service partners.
- Support in managing customer service SLAs and ensuring timely updates are shared across internal teams.
- Handle general office operations such as maintaining records, managing supplies, and supporting internal logistics.
- Prepare regular reports related to customer service performance, service request status, and operational KPIs.
- Coordinate with local repair centers and service providers to track job progress and resolve issues.
- Maintain accurate and up-to-date documentation of service cases and operational processes.
- Participate in process improvement initiatives and contribute ideas to streamline service delivery.
Requirements:
- 3-5 years of experience in a similar role for a reputed brand or service
- Excellent communication skills — you can connect with anyone, anywhere and can converse in English, Sinhala and Tamil
- Proficiency in MS Office and Google Workspace tools
- Ability to multitask and prioritize under minimal supervision
- Some basic tech know-how around device troubleshooting (a bonus!)