The role is mainly responsible to handle all tickets (Service Requests) as Level-2 support within defined SLA. 

• Solving all the Level-2 tickets escalated by Call Center for all service requests, disputes transactions and system errors related with daily KBZPay Operations by
  meeting SLA
• Manage and resolve tickets in accordance with the service parameters, policies and standard operation procedures (SOP) by ensuring zero error and in a timely manner
• Need to liaise with internal teams and other Business Units /Functions/ Partners
• Escalate all unresolved tickets to Level-3 and follow up to get resolution within given timescales
• Identify to be complete documents about collateral as per rules and regulations and procedure of Bank.
• Track & ensure timely processing of all the processes including chargebacks cycles
• Ensure to prepare & submission of all the exhibits, reports, ensure compliance with bank policy for all transaction processing
• Inform immediately the appropriate supervisor of any irregular issues or tickets
• Involve in UAT processes as per operational requirements and ad-hoc assigned tasks
• Handle other service requests which are received from various channels such as via emails
• Provide clear resolution which are easily interpretable by Contact Center team for effective communication to achieve customer satisfaction
• Prepare daily documents and maintain tickets’ summary for further references
• Respond positively to any new initiatives that are brought into practice making sure they become part of better customer experience service delivery
• All staff travelling allowance expense and office expense, advance payment and petty cash document claim process performing ,handling and reporting to line manager
• Handling office letter number processing flow and collecting all documents
• Arrange & check for ferry way plan request, checking and reporting to line manager for new employees.
• Working and performing related with office stationeries , ICT accessories and staff uniform
• Flexible to work on-shift assignments if required.
• Analysis of Customer Satisfaction vs. Dissatisfaction.
• Create an inspiring team environment with an open communication culture

• Bachelor Degree Holder
• Able to communicate effectively at all levels
• Excellent in Microsoft Word, Excel and PowerPoint
• Prefer with at least 1 year of working experience in the related field is required for this position (Fresh graduate will be considered as well)
• A background in customer service is preferable.
• Experience working in banking / financial services would be an added advantage.