Junior Business Analyst (Customer Service)

Item No. REF1218B
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ISM eGroup is a global player when it comes to innovative eCommerce solutions with offices in the USA, the Netherlands, England, Ukraine, Germany, Singapore, Australia and Sri Lanka.
ISM APAC (Pvt) Ltd in Colombo, Sri Lanka has over 165+ employees with whom we build innovative eBusiness solutions. We focus on software development, technical support and consulting services.
You also get an opportunity work closely together with the service team in the European region and foreign training and visits is also a part of your job role. 
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Detailed Description

Job Description

  • First point of contact for our customers.
  • Pro-actively think along with the customer to resolve their questions quickly.
  • Solve issues in the web shops.
  • Handle customer questions via a ticket system within the agreed time frame.
  • Compliance with the Service Level Agreement.
  • Focus on customer satisfaction. 
  • Collaborate with other lines of businesses to ensure that customer product issues are resolved quickly and effectively
  • The Candidate will be the contact point to solve technical problems and communicating to the customer.


  • Excellent command of English language.
  • Good interpersonal and organization skills.
  • Degree in Software or IT related is a must.                                                
  • Knowledgeable on Google Analytics, HTML, Java Script, IIS.
  • Experience in a Business Analyst role will be a plus.
  • Knowledge in ERP technologies will be a plus.
  • Good convincing, presentation and trouble shooting skills.
  • Flexible working hours
  • Great work environment
  • An open and supportive culture
  • Space to learn and grow
  • Recreational area with carrom and pool table facilities
  • Attractive remuneration package
  • Comprehensive insurance cover
  • Overseas training opportunities
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