Job Description
Grade Level: L2 • Location: Lahore • Last date to apply: 3rd June, 2026
Responsibilities
- Handle and resolve complaints related to digital channels by coordinating with relevant stakeholders and ensuring timely end-to-end resolution.
- Manage APC wallets in coordination with product owners.
- Handle abusive caller complaints, conduct investigations, and prepare reports for PTA.
- Identify application-level and CRM-level bugs/issues within digital channels and coordinate with Digital/Technology teams for permanent resolution through root cause analysis.
- Maintain effective coordination with customers, product owners, and business partners for efficient issue handling and escalations.
- Coordinate closely with the Team Lead/Manager on operational tasks, process improvements, and business value additions.
- Ensure compliance with Service Level Agreements (SLAs) and assigned Key Performance Indicators (KPIs).