This role is responsible to support branch and KBZPay centers internal staff to extend support to end customers with their queries, complaints and requests promptly. They will act as internal helpdesk for all KBZPay related ops support, product info, account provisioning and also other requests as per SOP. Frontline team should be able to do seamless customer interactions/resolve their walkin customer /agent/merchant issues with the help of TSO

• To manage one stop operational support of TSOs to MABR/ MABT/ Branch Agents/ KBZPay Center Staffs for their day to day KBZPay Operations
• To manage Territory Support Officers for level 1 queries related to KBZPay Opertions raised by respective MABR/ MABT/ Branch Agents/ KBZPay Centers.
• To manage tickets relating with KBZPay complaints from KBZPay Centers and branches’ inquiries and mails.
• Share weekly VOC report territory wise.
• Correction for KYC on Portal  raised by Branches and KBZPay Centers
• 7 days Onsite support to KBZPay center. ( Working Days/ Holidays )
• Any other duties/tasks which may assigned by Deputy Head of Department and Assitant Function head.
• Respond to Branches/KBZPay Centers queries in a timely and accurate way, via phone, email or chat.
• Identify internal customers’ needs and help them use specific features.
• Highlight key concerns from different territories on weekly basis to resolve with corrective action.
• Inform and update to internal customers about new features and functionalities
• Follow up with internal customers to ensure their technical issues are resolved
• Gather internal customers feedback and share with product owner, marketing team, PMO team, ABVC, TBVC, Finance team, KYC team, Tech Support Teams
• Well managed and collaborative in crisis management

• Bachelor's degree 
• Ability to inspire and manage people.
• Good decision-making and interpersonal skills to build effective relationship with all levels of professional.
• Maintain calmness under tight pressure

• Minimum 2 years working experience in Digital Payment Industry is required