CST Operations - Associate - Paytm Travel CST (Bus)

About Us:

Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.

Job Summary:

We are seeking a highly motivated Associate for Customer Experience within our CST Business. The ideal candidate ensures a seamless and positive experience for our customers booking through our platform.

Responsibilities:

Customer Experience:

Ensure exceptional customer service across all channels (phone, email, chat, social media).

Handle escalated customer issues and complex inquiries.

Identify and address trends in customer complaints and feedback.

Proficiency in using CRM software and other customer service tools.

Proactively identify opportunities to improve the customer experience.

Operational Excellence:

Implement process improvements and best practices to enhance team productivity and customer satisfaction.

Collaborate with other departments (e.g., product, engineering, growth and finance) to resolve customer issues and improve the platform.

Stay up to date on industry trends and best practices in customer service.

Qualifications:

Bachelor’s degree in a related field preferred.

Excellent analytical and problem-solving skills.

Strong communication and interpersonal skills.

Ability to work in a fast-paced environment and manage multiple priorities.

Strong customer focus and a passion for delivering exceptional customer service.

Preferred Qualifications:

Knowledge of Microsoft Office (Excel, PowerPoint) and Google tools.