CST Operations - Associate - Paytm Travel CST (Flights)

Role Overview: You will be responsible for overseeing a team of Customer Experience Specialists focusing on the Flights Line of Business to ensure a seamless and positive experience for customers booking flights through the platform. Your role is crucial in maintaining exceptional customer service and operational efficiency. Key Responsibilities: - Ensure exceptional customer service across all communication channels (phone, email, chat, social media). - Handle escalated customer issues and complex inquiries. - Identify and address trends in customer complaints and feedback. - Proactively seek opportunities to enhance the customer experience. - Monitor key performance indicators (KPIs) and identify areas for operational efficiency improvement. - Implement process enhancements and best practices to boost team productivity and customer satisfaction. - Collaborate with other departments to resolve customer issues and enhance the platform. - Stay updated on industry trends and customer service best practices. - Generate regular reports on team performance and customer experience metrics. - Analyze data to identify trends and insights for improving customer service and operational efficiency. - Use 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. Company Details: With over 500 million registered users and 21 million merchants, the company is in a unique position to democratize credit for deserving consumers and merchants. Join the team in India's largest digital lending story!,