CST Operations - Executive/Sr. Executive - Paytm Travel CST (Flights)

About Us:

Job Summary:

Responsibilities:

Customer Experience:

? Ensure the team provides exceptional customer service across all channels (phone, email, chat, social media).

? Handle escalated customer issues and complex inquiries.

? Identify and address trends in customer complaints and feedback.

? Proactively identify opportunities to improve the customer experience.

Operational Excellence:

? Monitor key performance indicators (KPIs) and identify areas for improvement in operational efficiency.

? Implement process improvements and best practices to enhance team productivity and customer satisfaction.

? Collaborate with other departments (e.g., product, engineering, growth, and finance) to resolve customer issues and improve the platform.

? Stay up-to-date on industry trends and best practices in customer service.

Reporting and Analysis:

? Prepare regular reports on team performance and customer experience metrics.

? Analyse data to identify trends and insights that can be used to improve customer service and operational efficiency.

? Use data to make informed decisions about resource allocation and process improvements.

Qualifications:

? Bachelor's degree in a related field preferred.

Minimum of 1-3 years

? Sound knowledge of flight/travel terminology, processes, and GDS systems (e.g.,Amadeus,Sabre, Galileo).

? Excellent analytical and problem-solving skills.

? Strong communication and interpersonal skills.

? Ability to work in a fast-paced environment and manage multiple priorities.

? Proficiency in using CRM software and other customer service tools.

? Strong customer focus and a passion for delivering exceptional customer service.

Preferred Qualifications:

? Experience with Amadeus/Travelport is a must.

? Knowledge of Microsoft Office (Excel, PowerPoint) and Google tools.

? Familiarity with customer satisfaction metrics and measurement methodologies like Service Level Adherence, Re-open rate, FCR, FRT, CSAT and Escalation rate.

Why Join Us:

1. A collaborative output-driven program that brings cohesiveness across businesses through technology

2. Improve the average revenue per user by increasing the cross-sell opportunities

3. A solid 360 feedback from your peer teams on your support of their goals

4. 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 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.