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).