CST - Associate

Customer Support Agent – Voice & Email (Insurance Process)

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 role: Candidate has to handle concerns and complaints raised by the customer day to day basis and

make sure the daily task is being closed within the defined TAT with good customer experience.

Expectations/ Requirements

We are looking for a Customer Support Agent to handle inbound & outbound calls and email queries from customers. The role involves providing accurate resolutions, maintaining customer satisfaction, and updating all interactions in DevRev CRM.

Key Responsibilities:

Handle customer queries via calls and emails within defined SLAs.

Ensure timely, accurate, and compliant resolutions.

Maintain quality, CSAT, and productivity as per process KPIs.

Update customer interactions in DevRev CRM.

Follow process guidelines and adhere to Zero Tolerance (ZT) policies.

Requirements:

Graduate in any discipline (mandatory).

0–3 years of experience in a voice & email support process.

Insurance domain experience preferred.

Excellent communication and problem-solving skills.

Work from Office with roster-based week off.

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 to it.

India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.