This role ensures efficient resolution of customer and order issues through daily communication with logistics partners, monitoring performance, and handling customer queries. Responsibilities include tracking order processing, analysing performance metrics, managing complaints, and collaborating with internal teams. The goal is to enhance customer experience, drive improvements, and maintain high service standards. II. KEY RESPONSIBILITIES Logistics Coordination : Communicate daily with logistics partners to track orders and resolve processing issues efficiently. Performance Monitoring : Oversee daily order processing performance and track key performance indicators to optimize customer experience. Engagement : Work with sellers and logistics partners to adhere to order processing timelines. Analysis & Improvement : Perform weekly and daily performance analysis to drive continuous improvement. Customer Support : Handle inbound calls and messages, provide accurate information, and address customer queries and concerns. Issue Management : Open and manage tickets in the Sparrow system, escalate issues as needed, resolve complaints, and provide follow-up. Team Collaboration : Work with team members and internal departments to improve customer service. Communication : Use advanced negotiation skills to present and communicate issues to leadership teams effectively. Adaptability : Demonstrate a proactive attitude, quickly adapt to a dynamic environment, and maintain a results-oriented mindset. Service Excellence : Deliver high-quality service consistently, adhering to KBZ’s service standards.
Handle all issues and customer complaints from every channel Review and find out the best solution to meet the customer’s satisfaction Meeting with customers if necessary, to do service recovery Conduct the complaint analytical reports and submit them to Customer Resolution Manager Summarizing complaint data for management review Coordinating with other departments such as human resources, accounting, and Branch operations to ensure that a complaint is resolved satisfactorily Maintain excellent relationship with the customer Conduct regular branch visits and find out the improvement area at the branches Prepare the branch performance survey every quarter and align with other pillar heads (customer service) for awarding the Branches and Employee. Able to work in the assigned branches to improve the branch customer service standards and traveling to different area Responding to customer inquiries, resolving customer complaints through identification of problems, suggesting the best solution, and following up to ensure resolution Documenting customer interactions at the branches Provide periodic reports. Other duties as assigned.
Able to work in the assigned branches to improve the branch customer service standards and travelling to nationwide Responding to customer inquiries, resolving customer complaints through identification of problems, suggesting the best solution, and following up to ensure resolution Documenting customer interactions at the branches Providing technical support as mBanking, KBZPay application installing Upselling and cross-selling throughout KBZ products to walk-in customer Coordinating with Branch operations to ensure that a complaint is resolved satisfactorily Following up with customers to ensure that they are satisfied with the resolution of their complaint Maintain excellent relationship with the customer Actively monitors and maintains a high level of customer satisfaction through continuous reinforcement and improvement of service standards. Conduct the regular branch visits and report back to the Head of CSBU/Deputy Head of CSBU/Customer Resolution Manager Coordinate with the related departments to improve customer service at the branches Provide periodic reports.
To maintain detailed records of maintenance activities, inspections, and repairs, while supporting daily work assignments and payment processing. The role involves coordinating with procurement for servicing materials, managing engineering tools, and ensuring accurate documentation of generator maintenance, fuel, and related records. Keep detailed records of maintenance activities, inspections, and repairs. Daily work assignments as instructed by the Project Engineers. Able to maintain repair work payment system and mailing to respective branches.. Family with payment Ariba system and also Ability to use Microsoft office professionally. All branch generators require servicing material list order with the procurement team. Handle all engineering hand tools list and Maintain detailed records of their work, including generator fuel, coolant, battery etc..
Responsible for directing KBZ Trust’s product suite and service operations. Collaborate across functions to develop creative solutions aimed at boosting client acquisition and business expansion. Supervise the development and production of promotional (POSM) materials. Leverage data analytics to drive revenue growth and optimize customer retention strategies. Conduct market research,customer needs and identify and update market information. Promote KBZ Trust’s products and services to prospective and existing clients. Arrange and attend business meetings with BD Team; prepare meeting minutes. Coordinate client onboarding by collecting required documents and liaising with the Account and Operations teams. Update the client file hardcopy administration and summary as required. Maintain and update client files, databases, and pipeline case status on Google Sheets. Coordinate internal and external resources for projects and ensure proper documentation and follow-up. Coordinate and provide the required data of the Trust to the project stakeholders as needed. Provide trustworthy feedback and after-sales support. Collect data for existing and new clients in the database. Prepare administrative documents for the agreements, sales materials, and POSM. Support and report to the Team Lead. Implementing the requirements of events and attending the events. Arrange for the business trip plan and allowances such as hotel, car arrangements, and visiting plan. Report to the appropriate regulator on a monthly basis regarding the project. Assist with any additional tasks assigned by the Business Development Team Lead and Head of Department (HOD) as required.
Card Product specialist will be an integral part of the team responsible for analysing credit card products and performance, facilitating internal communication, managing customer complaints, and ensuring exceptional customer service. This role will be responsible for executing analytical tasks, supporting communication initiatives, resolving customer issues, and maintaining positive relationships with internal and external stakeholders. Assist in gathering, organizing, and analysing data related to card products and performance, including transactional data, customer feedback,and market trends. Prepare regular reports and dashboards to communicate key insights,trends, and performance metrics to stakeholders. Conduct research on industry trends, competitor activities, and regulatory changes affecting credit card products. Compile findings into concise summaries and presentations to support decision making processes. Assist in organizing meetings, workshops, and training sessions to facilitate communication and collaboration among internal branches. Help disseminate important information, updates, and best practices to branch staff through various communication channels. Handle customer complaints related to card products promptly and professionally,ensuring resolution in accordance with company policies and regulatory requirements. Document complaints, investigations, and resolutions accurately and thoroughly, maintaining records for regulatory compliance and internal review. Provide excellent customer service by responding to inquiries, addressing concerns, and offering solutions to enhance the overall customer experience. Liaise with internal departments such as IT, Branches, customer service,operations, and compliance to resolve complex customer issues and ensure timely follow-up. Maintain documentation of processes, procedures, and best practices related to card product analysis, internal communication, complaint management, and customer services. Identify opportunities for process improvement and efficiency gains and contribute ideas for implementation. Collaborate with cross-functional teams including product development,marketing, operations, and customer service to support ongoing projects and initiatives. Provide administrative support as needed, including scheduling meetings, managing calendars, and coordinating logistics for events.
Assist in collecting and organizing large sets of data from various sources, ensuring accuracy and completeness. Cleanse, transform, and validate data to prepare it for analysis. Support the preparation of dashboards, reports, and presentations for internal stakeholders. Monitor trends and flag potential issues or improvements in service performance for further analysis. Maintain organized records of all data-related activities, ensuring adherence to data governance standards. Generate regular and ad-hoc reports based on service quality metrics as required. Collaborate with the reporting officer to design and refine templates for reporting. Collaborate with cross-functional teams to define data requirements and deliver actionable insights. Liaise with internal teams to gather required data and provide support for ongoing projects. Participate in team meetings and contribute insights based on data analysis. Provide administrative support to the Service Quality team as needed. Monitor and track customer service metrics, such as resolution rate, and customer satisfaction scores, net promoter scores (NPS), VOCs, etc. Provide recommendations for operational improvements and efficiency based on data-driven insights. Prepare the comparison reports on monthly or quarterly basis to monitor the service improvement Other duties as assigned.
Lead the end-to-end management of retail banking products/project, including development, enhancement, renovation. Lead the preparation and supervision of Business Requirement Documents (BRDs) for retail product or channel developments or strategic projects, ensuring alignment with business goals and regulatory requirements Identify and evaluate new business opportunities, market trends, and customer needs to guide product innovation and portfolio expansion. Oversee cross-functional project teams to ensure the timely and efficient delivery of strategic initiatives and product launches. Manage the project, ensuring adherence to best practices, timelines, budgets, and quality standards. Collaborate with key internal stakeholders including Respective product owner, Marcoms, Branch Operations, IT, Risk, Legal and Compliance to ensure seamless product delivery and customer experience. Drive digital transformation by integrating digital channels and tools into product and service delivery. Analyze performance metrics and market intelligence to continuously improve product offerings and customer value propositions. Develop and manage the annual business plan/initiatives and budget for the retail banking BU. Ensure compliance with all internal policies and external regulatory requirements related to product and project activities.
The VoC Officer is responsible for facilitating the 'closed-loop' process by working with internal stakeholders to action customer feedback. Monitor and track customer service metrics, such as response time, resolution rate, and customer satisfaction scores. Monitor Daily ticket flow Monitor the assigned VOC outlets dashboards (Suggestion Box, Blu J) Create detailed reports, visualizations, and presentations to effectively communicate findings to stakeholders Collect and organize large sets of data from various sources, ensuring accuracy and completeness. Cleanse, transform, and validate data to prepare it for analysis. Perform quantitative and qualitative analysis to identify trends, patterns, and correlations. Collaborate with cross-functional teams to define data requirements and deliver actionable insights. Identify opportunities to enhance customer service processes, products, or policies through data analysis. Prepare and provide periodic reports (daily/monthly) Other duties as assigned.