Customer Service - Associate

About Us
Paytm is India's leading financial services company that offers full-stack payments & financial
solutions to consumers, offline merchants and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments and financial services. One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma.
About the team:
The CST Team comprises of customer service agents who help customers pay bills, review or make changes to accounts, handle returns and answer frequently asked questions.
About the role:
Candidate will be required to handle concerns and complaints raised by the customers on day-to-day basis on multiple social media platforms and make sure that the daily tasks are being closed within the defined timelines and with good Customer experience.
Expectations/ Requirements:
1. Associate is the Key Liaison between the Customer and the organization
2. Responsible for managing the day-to-day operations of the customer service teams across the in-house social media channel
3. Ability to work with internal teams to resolve customer queries
4. Compose thoughtful and accurate messages or customize prepared responses to suit the requirement for a specific case
5. Demonstrate conflict resolution, negotiation, and de-escalation skills
6. Resolve customer challenges by identifying and escalating issues appropriately
Superpowers/ Skills that will help you succeed in this role:
1. High level of drive, initiative and self-motivation
2. 1+ years’ of experience in Customer Service Management
3. Exceptional multi-tasking skills
4. Strong problem-solving skills
Educational Qualification:
Graduate.
Why join us:
A collaborative output driven program that brings cohesiveness across businesses through technology
Improve the average revenue per use by increasing the cross-sell opportunities
A solid 360 feedback from your peer teams on your support of their goals
Respect, that is earned, not demanded from your peers and manager
Compensation:
If you are the right fit, we believe in creating wealth for you. With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed.