Virtual Customer Relationship Manager (Outsourced)

Company: Hutchison Telecommunications Lanka (HUTCH)

Role Summary

The Virtual CRM will be responsible for managing SME postpaid customer relationships through proactive phone-based engagement. The role focuses on ensuring a smooth customer onboarding experience, maintaining account health, supporting revenue assurance, and providing first-level assistance for enterprise telecom solutions.

Key Responsibilities

• Conduct pre-activation verification calls to ensure accurate customer information and service activation.
• Support revenue assurance by identifying billing, provisioning, and data accuracy issues.
• Perform first-bill cycle follow-ups to address customer queries and ensure a smooth onboarding experience.
• Provide first-level support for enterprise solutions (e.g., 3CX, MPBAX, B-SMS, Domain etc.).
• Manage IVR callback requests and ensure timely customer follow-up.
• Conduct quarterly health check calls to maintain customer relationships.
• Coordinate with internal teams for timely issue resolution.
• Maintain accurate CRM records of customer interactions and outcomes.

Requirements/Qualifications

• Excellent communication and telephone etiquette in English and Sinhala/Tamil.
• 1-2 years' experience in customer service, tele sales, or a customer-facing role is preferred.
• Ability to handle a high volume of customer interactions professionally.
• Strong interpersonal skills with a customer-first mindset and attention to detail.
• Proficient in Microsoft Office and CRM systems.
• Knowledge of telecommunications products and services is an added advantage.
• Tech-savvy with strong digital literacy and the ability to quickly learn and adapt to new technologies, systems, and AI-powered tools.

How to Apply

Email your application to vacancies@hutchison.lk or apply via https://hutch.lk/careers within 7 days of this advertisement.