The role holder is responsible for the Devices team daily task in house received computers repair and maintenance. Roll out service on site support for devices general issue. Report directly to HOD and task assigned in-charge. • Computer Repair ( Desktop, Laptop ) • Other Devices Hardware setup, installation and troubleshooting • ( Video conferencing, Mobile devices, Projector ) etc.. • Windows OS installation, other software and drivers installation • User phone call error solving • Roll out service on-site support (able to travel) • Network cabling, termination, IP configuration, Connection testing • Network sharing ( Files, FTP, Printer ) • Domain user support knowledge • Good communication and language skill
The role is responsible for overall KBZPay Related Query, Requests and including resolution and escalation of all related complaints within specific timeline. Generate daily, weekly, and monthly reports to keep the line manager informed about team progress and metrics. Lead a group of professionals, fostering a collaborative team environment, and enhancing team performance through effective management practices. Work closely with the line manager to implement strategies for team improvement. Get in-touch with branches & KBZPay centres, create relationships and if any issues, escalate to respective teams for resolution Resolve any business or technical challenges that team members may face Highlight critical issues to reporting manager and others related team whenever necessary Coordinate with branches & VC/Function for proper support to category customers issues Be flexible working on assigned shifts and OT Respond positively to any new initiatives that are brought into practice making sure they become part of better customer experience service delivery
Social channel - Contact centre KPI such as Frist response SLA, Avg. first response, Avg resolution, Abundance, productivity and Repeat Calls etc. Responsible for social channel - contact center operation team Quality improvement opportunities. Flexible to work on-shift assignments if required. Analysis of Customer Satisfaction vs. Dissatisfaction. Create an inspiring team environment with an open communication culture. Set clear team goals and make sure team all achieve the monthly set KPI. Delegate tasks and set deadlines. Oversee day-to-day operation. Monitor team performance and report on metrics. Motivate team members. Discover training needs and provide coaching. Agents level Monitoring and site by site feedback. Listen to team members’ feedback and resolve any issues or conflicts. Recognize high performance and reward accomplishment. Encourage creativity and risk-taking. Suggest and organise team building activities Do weekly Calibration with training team for better call quality management. Conduct call listening join sessions for overall call handling skill improvement. Show improvement in AHT and reduction in repeat. Support social channel - contact center operation team Quality improvement opportunities. Share Monthly performance improvement report and do assessment with Managers. Publish CSO wise Quality score.(Min 15 calls each CSO)
To support the research fieldwork and operation, training and coaching the interviewers, making sure the fieldwork quotas are delivered on time. The right candidate will have a passion for research operation, fieldwork, and data reliability. Conduct the interviews with KBZ and non KBZ customers through various methods - face to face, online, and telephone Complete the daily, weekly, and monthly quota of fieldwork assigned by fieldwork manager Fill in the tracking spreadsheet of quota completion Report the operations and ground situation to the team leader Attend the weekly, monthly and ad hoc meeting by the research team
We are looking for a Product Support Manager to enable the delivery for overseeing and managing the support services provided to customers for a particular product or range of products. Their role involves ensuring timely resolution of customer inquiries and issues, maintaining high levels of customer satisfaction, implementing strategies to improve support efficiency, and collaborating with cross-functional teams to address customer needs effectively. Job Description Lead the product support team to meet KPIs and maintain high customer satisfaction levels. Work closely with cross-functional teams to proactively address customer needs. Ensure timely resolution of user inquiries within established SLAs. Track and report on SLA compliance, taking corrective measures when necessary. Address customer requests and complaints according to Escalation Matrix and standard Service Level Agreements (SAL). Implement proactive solutions to prevent recurring issues and enhance overall customer satisfaction. Built strong client relationships by offering support, guidance, and information. Establish a robust system for managing and resolving customer complaints promptly. Analyze complaint data to identify trends and areas for improvement. Establish and enforce quality control measures for customer interactions. Conduct routine audits based on predefined parameters to maintain consistency and adherence to best practices. Review and enhance product Standard Operating Procedures (SOPs) to optimize workflows.
The Assistant Channel Manager is responsible for developing and managing relationships with channel partners (Insurers, Branches and other Key Stakeholders) to drive sales and revenue. They will support the Channel Manager in monitoring and managing performance, as well as guiding and driving sales in Branches. They will assist the Channel Manager in developing strategies and provide support as needed to various channel partners. Build strong business relationships with Branches, Insurers and Key Stakeholders and ensure objectives and set targets are achieved. Monitor sales and performance of assigned branches. Guide and drive branch performance to achieve set targets while inspiring success. Assist in the development of short, medium and long-term plans to achieve strategic objectives. Understand the market dynamics and industry-specific trends and landscapes to bring new insights and solutions to grow sustainable business results. Perform routine (daily, weekly, monthly) branch visits across multiple Regions In Myanmar. Monitor, guide and drive branch performance to set goals while inspiring success. Evaluate current products and recommend enhancements necessary to scale the channel. Assess current processes and procedures, identify opportunities for improvement and take part in discussions with Insurers and/or other stakeholders. Prepare monthly performance and strategy reports for Channel Managers and Head of Bancassurance.
Lead and maintain board and committee meetings, including preparing agendas, meeting materials, and minutes. Facilitate communication between board members, executives, and other stakeholders. Designs an approved Corporate Governance Manual for KBZ including processes and activities which provide for appropriate governance of planning, processing and decision making to drive a strong governance culture within KBZ. Protect company documents such as the certificate of incorporation, shareholders' agreement professionally with utmost confidentiality. Translation and distribution of rules and regulations from CBM and other related government authorities. Ensure that the company complies with all relevant regulations and meets all its legal obligations Defines goals and key performance indicators for each member of the team and ensure effective implementation of the performance management process Develops talent within the team by providing coaching to achieve the defined goals
Reporting to respective Manager, the role holder is responsible to handle and in charge for targeted seller acquisition align with seller acquisition strategy. As Seller Acquisition Specialist, you will engage between sellers, external stakeholders and cross-functional team to process smooth onboarding, collecting right documents to meet KYC and assist store application. This role will work closely with multiple internal and external stakeholders in dynamic and agile environments. Seller Acquisition and Process Seller acquisition strategy per cluster together with category/product team Process to organize hunting of key target sellers Own and Manage the integration of the portfolio of sellers Help sellers become self-reliant through basic training and content management KYC checking and collect right documents Assist store set up and store application Collecting feedback from sellers on-boarded on Marketplace to improve existing procedures. Highly developed negotiation skills with a superior ability to effectively communicate and present initiatives and issues to leadership teams. Strong presence with ability to interact with all levels of the organization Contribute in new improvement projects and accountable to drive the necessary process against with team goals. Passionate, a can-do attitude and the ability to learn quickly and thrive in a complex, dynamic environment with result-oriented mind-set Performance management Manages the category to understand which products are best-selling, which channels are best etc. To carry out any other duties or special assignment this may be assigned to you from time to time by supervisor.
As part of the Official Account team, the Business Analyst is responsible to drive business growth through regular performance reporting, user and traffic analysis. This role will be in contact with cross-functional teams and technical liaison necessary for building dashboards and compiling relevant data for analysis. On the business end, Provide internal and external data insights on Official Account’s business opportunities and areas of improvement Analyze and report on team’s overall business performance such as revenue and reach On the traffic end, Conduct performance review of content regularly Analyze traffic funnels and target user behavior regularly Plan and review SEO optimization regularly Collaborate with marketing, business and different data teams to take relevant actions