Customer Experience Representative – Call Center | IML Delivery Systems (Citypak by Advantis) | Colombo

About IML Delivery Systems (Pvt) Ltd – Citypak by Advantis

IML Delivery Systems (Pvt) Ltd, operating under the brand name Citypak, is a subsidiary of the prestigious Hayleys Advantis Group — the transportation, logistics, and aviation arm of Hayleys PLC, one of Sri Lanka’s largest and most respected diversified conglomerates with a turnover in excess of USD 1 billion. Hayleys Advantis is a pioneer in providing end-to-end logistics solutions with over 60 years of industry presence, representing some of the world’s foremost shipping lines, freight forwarders, and the largest air express transportation companies. Citypak offers island-wide domestic delivery solutions across Sri Lanka, combining the strength of the Hayleys Advantis network with localised last-mile delivery capabilities.

Role Overview

IML Delivery Systems (Pvt) Ltd – Citypak is looking for energetic, hardworking, and result-oriented individuals to join their Call Center team in Colombo as Customer Experience Representatives. This is an excellent entry-level opportunity to build a professional customer service career within one of Sri Lanka’s most respected conglomerates. School leavers are actively encouraged to apply.

Key Responsibilities

• Handle customer queries professionally and provide effective customer support via phone and other channels
• Maintain positive and productive customer relationships at all times
• Maintain accurate records of customer conversations and interactions
• Resolve customer issues promptly by providing strong and practical solutions
• Update and maintain customer data accurately in the information system
• Coordinate with internal teams to ensure timely resolution of customer concerns related to deliveries
• Follow call centre scripts, protocols, and service quality standards consistently
• Provide feedback and escalate complex issues to the relevant supervisors as required

Candidate Profile

• Minimum 6 Credit passes at the GCE O/L examination, including Mathematics and English
• A minimum of 3 passes at the GCE A/L examination
• Excellent oral and written communication skills in both English and Sinhala
• Computer literacy with a good working knowledge of the MS Office package
• Prior experience in customer service and/or last-mile delivery is an added advantage
• School leavers are encouraged to apply
• A positive, energetic, and service-oriented attitude
• Ability to work effectively under pressure in a fast-paced call centre environment

How to Apply

If you have what it takes to be successful in this challenging and rewarding role, please send your CV mentioning the name of the position in the subject line:

• 📧 Email: vacancy@citypak.lk (Subject: Customer Experience Representative – Call Center)

Hayleys is an Equal Opportunity Employer.