Customer Service Executive - UPS Sri Lanka Colombo 03

About the job

About Us

FITS Express Pvt Ltd, the Authorized Service Contractor for UPS in Sri Lanka, represents the world’s largest and most trusted logistics brand UPS, operating across 220+ countries and territories.

Locally, we provide a full suite of courier, freight forwarding, warehousing, and customs brokerage solutions designed to meet the demands of businesses and individuals alike. At FITS Express, we pride ourselves on speed, reliability, and exceptional customer experience values we uphold across every shipment we handle.

Role Overview

We are looking for a dynamic and service-oriented Customer Service Executive to join our growing team. In this role, you’ll serve as the vital link between customers and our operations teams, ensuring that every interaction reflects the high standards of the UPS global network.

Key Responsibilities:

• Handle inbound calls, emails, and customer inquiries related to shipments, rates, and service timelines.
• Provide accurate and timely updates to customers on shipment status and delivery progress.
• Coordinate with operations, brokerage, and sales teams to resolve service issues promptly.
• Manage complaints and escalations with professionalism, ensuring customer satisfaction and issue closure.
• Maintain up-to-date records of interactions and cases in the company CRM system.
• Support daily held-shipment follow-ups and ensure necessary documentation is completed for release.
• Contribute to continuous service improvement by identifying common issues and proposing solutions.

Qualifications & Skills:

• Diploma or Degree in Business Management, Logistics, or related field.
• 1–2 years of experience in customer service, preferably in logistics, freight forwarding, or courier operations.
• Excellent communication skills in English and Sinhala (Tamil is an advantage).
• Strong customer-handling, problem-solving, and coordination abilities.
• Proficiency in MS Office and exposure to CRM or ticketing tools.
• A team player with a customer-first mindset and the ability to multitask in a fast-paced environment.

Why Join FITS Express?

• Represent UPS, the world’s leading logistics network.
• Be part of a dynamic and supportive team that values initiative and service excellence.
• Gain exposure to international logistics operations and customer engagement.
• Career growth opportunities in one of Sri Lanka’s leading courier organizations.

Equal Opportunity & Data Protection

Equal Opportunity Employer:

FITS Express Pvt Ltd is committed to creating an inclusive and respectful workplace.

Data Protection Notice:

By applying, you consent to FITS Express Pvt Ltd processing your personal data (CV, contact details, and documents) in accordance with applicable data protection laws. Your data will be used solely for recruitment purposes and retained only as long as necessary.