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 focusing on the Flights Line of Business. Your role will be crucial in ensuring a seamless and positive experience for customers booking flights through our platform. The ideal candidate should possess a strong understanding of the flight/travel industry, particularly on GDS systems such as Amadeus and Travelport, exceptional analytical skills, and proven people management abilities. Your responsibilities will include: Customer Experience: - Ensuring exceptional customer service across all communication channels (phone, email, chat, social media). - Handling escalated customer issues and complex inquiries. - Identifying and addressing trends in customer complaints and feedback. - Proactively seeking opportunities to enhance the customer experience. Operational Excellence: - Monitoring key performance indicators (KPIs) and identifying areas for operational efficiency improvement. - Implementing process enhancements and best practices to boost team productivity and customer satisfaction. - Collaborating with other departments to resolve customer issues and enhance the platform. - Staying updated on industry trends and customer service best practices. Reporting and Analysis: - Generating regular reports on team performance and customer experience metrics. - Analyzing data to identify trends and insights for improving customer service and operational efficiency. - Using data for informed decision-making on resource allocation and process improvements. Qualifications: - Bachelor's degree in a related field preferred. - Minimum of 1-3 years of customer service experience, preferably in the flight/travel industry. - Proven experience in team management and leadership. - Proficiency in flight/travel terminology, processes, and GDS systems like Amadeus and others. - Strong analytical, problem-solving, communication, and interpersonal skills. - Ability to work in a fast-paced environment, manage multiple priorities, and deliver exceptional customer service. - Proficiency in CRM software and other customer service tools. Preferred Qualifications: - Experience with Amadeus/Travelport is essential. - Proficiency in Microsoft Office (Excel, PowerPoint) and Google tools. - Familiarity with customer satisfaction metrics and measurement methodologies. Why Join Us: - Collaborative output-driven program promoting cohesiveness across businesses through technology. - Opportunities to increase cross-sell opportunities and receive feedback from peer teams. - Respect earned through support of peer teams and manager. - Wealth creation for the right fit. With over 500 million registered users and 21 million merchants, we are in a unique position to democratize credit for deserving consumers and merchants. Join us in India's largest digital lending story!,