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

• Intuitive to customer’s needs
• Strong MS Office Skill & typing.
• Strong communication and interpersonal skills and the ability to build and maintain relationships.
• Ability to analyze and solve problems quickly
• Must be self-motivated, flexible and able to manage several jobs at one time
• Teamwork and customer-oriented mindset
• Any bachelor degree
• Prefer with at least 3 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.