CST Operations - Senior Associate/ Associate - Paytm Travel CST (Flights)

Job Description: You will be responsible for managing a team of Customer Experience Specialists within the Flights Line of Business. Your role is critical in ensuring a seamless and positive experience for customers booking flights through the platform. Responsibilities: - Supervise, coach, and mentor a team of Customer Experience Specialists (Team of 15 Members). - Conduct regular performance reviews, identify training needs, and create development plans for team members. - Monitor team performance against key metrics such as resolution time, customer satisfaction scores, and first call resolution. - Manage team schedules and ensure adequate staffing levels to meet customer demand. - Foster a positive and collaborative team environment. - Ensure 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. - 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 to resolve customer issues and improve the platform. - Stay up-to-date on industry trends and best practices in customer service. - Prepare regular reports on team performance and customer experience metrics. - Analyse 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: - Bachelors degree in a related field preferred. - Minimum of 1-3 years of experience in customer service, preferably in the flight/travel industry. - Proven experience in managing and leading a team. - 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. Additional Company Details: With over 500 million registered users and 21 million merchants, the company is committed to democratizing credit for deserving consumers and merchants. You have the opportunity to be a part of India's largest digital lending story.,