CST Operations - Associate - Paytm Travel CST (Flights)

We are looking for a highly motivated and experienced Team Lead/Junior Manager to oversee a team of Customer Experience Specialists in our Flights Line of Business. The ideal candidate should possess a solid understanding of the flight/travel industry, particularly on GDS platforms such as Amadeus and Travelport. You must demonstrate exceptional analytical skills and proven abilities in people management. Your role will be crucial in ensuring that our customers have a seamless and positive experience when booking flights through our platform. Responsibilities: Customer Experience: - Ensure that the team delivers outstanding customer service through all communication channels (phone, email, chat, social media). - Address escalated customer issues and handle complex inquiries effectively. - Identify and resolve trends in customer complaints and feedback. - Proactively seek opportunities to enhance the overall customer experience. Operational Excellence: - Monitor key performance indicators (KPIs) and pinpoint areas for operational efficiency improvements. - Implement process enhancements and best practices to boost team productivity and customer satisfaction. - Collaborate with other departments to address customer issues and enhance the platform. - Stay updated on industry trends and customer service best practices. Reporting and Analysis: - Create regular reports on team performance and customer experience metrics. - Analyze data to discover trends and insights for improving customer service and operational efficiency. - Utilize data for making informed decisions on resource allocation and process enhancements. Qualifications: - Bachelor's degree in a related field preferred. - 1-3 years of customer service experience, preferably in the flight/travel industry. - Proven track record in team management and leadership. - Proficiency in flight/travel terminology, processes, and GDS systems like Amadeus, Sabre, and Galileo. - Strong analytical, problem-solving, communication, and interpersonal skills. - Ability to work in a fast-paced environment, manage multiple priorities, and utilize CRM software and other customer service tools effectively. - Customer-centric mindset with a passion for delivering exceptional service. Preferred Qualifications: - Must have experience with Amadeus/Travelport. - Familiarity with Microsoft Office (Excel, PowerPoint) and Google tools. - Knowledge of customer satisfaction metrics and measurement methodologies such as Service Level Adherence, Re-open rate, FCR, FRT, CSAT, and Escalation rate. Join Us for: - A collaborative and output-driven environment that promotes cohesion through technology. - Increased cross-sell opportunities to improve average revenue per user. - Solid 360 feedback from peer teams on your support of their goals. - Respect earned through your contributions rather than demanded. - Wealth creation opportunities for the right fit. With over 500 million registered users and 21 million merchants, we are uniquely positioned to democratize credit for deserving consumers and merchants. Be part of India's largest digital lending story!,