Colombo 3, Sri Lanka
Job Category: IT - Software
CALL CENTER AGENT / SUPERVISOR
Join a team representing global educational giants like Pearson, Hodder, and HarperCollins.
Job Overview:
As Makeen Books evolves with the latest technologies, we are looking for proactive, collaborative team members to manage inbound calls and process customer orders through multiple channels.
Key Responsibilities:
- Answering inbound calls and providing high-quality customer service.
- Processing merchandise orders received via mail, telephone, fax, or email.
- Updating records and maintaining accurate customer databases.
- Proactively coordinating with various departments to resolve customer queries.
- Supervising call center operations (for Supervisor applicants).
Job Requirements:
- G.C.E. A/L qualification.
- Fluency in English (both verbal and written) is mandatory.
- Proficiency in Computer Literacy (MS Office packages).
- Strong understanding of customer service practices and principles.
- Organized, self-starter, and a collaborative team player.
- For Supervisor: Minimum 2 years of proven experience in a similar position.
What We Offer:
- Competitive remuneration package above industry standards.
- Dynamic working environment with international exposure.
- Opportunity to work with the latest technologies in the book industry.
Application Details:
Email your CV to: jobs@makeenbooks.com
Closing Date: January 07, 2026
Industry Insight: Customer Service in Modern Publishing
The book distribution industry in Sri Lanka is undergoing a digital transformation. For companies like Makeen Books, representing global giants like Pearson and HarperCollins, the Call Center is no longer just a phone line; it is a critical hub for omnichannel order fulfillment and academic support.
Associates in this role must be comfortable navigating inventory systems while providing detailed information about educational resources to schools, parents, and retailers. The shift toward digital education means that agents often help customers access e-books and online learning platforms alongside physical titles.
Tips for a Standout Application:
- English Proficiency: Since Makeen represents UK-based publishers, ensure your CV is perfectly proofread to demonstrate your written language skills.
- Soft Skills: Highlight your ability to work "independently yet collaboratively." Mention specific times you successfully resolved a customer issue by coordinating with another department.
- Supervisor Candidates: Clearly detail your experience managing teams, specifically focusing on how you maintained service standards or improved order processing speed.
Looking for more?
Regularly check our platform for customer service and administrative roles in Colombo 03. For professional advice on acing your next interview or refining your customer service mindset, visit our Career Guidance Hub.
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