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

As a Team Lead/Junior Manager for the Customer Experience Specialists within the Flights Line of Business, you will play a critical role in ensuring a seamless and positive experience for customers booking flights through the platform. Your responsibilities will include: - **Team Management:** - Supervising, coaching, and mentoring a team of Customer Experience Specialists (Team of 15 Members). - Conducting regular performance reviews, identifying training needs, and creating development plans for team members. - Monitoring team performance against key metrics such as resolution time, customer satisfaction scores, and first call resolution. - Managing team schedules and ensuring adequate staffing levels to meet customer demand. - Fostering a positive and collaborative team environment. - **Customer Experience:** - Ensuring exceptional customer service across all channels (phone, email, chat, social media). - Handling escalated customer issues and complex inquiries. - Identifying and addressing trends in customer complaints and feedback. - Proactively identifying opportunities to improve the customer experience. - **Operational Excellence:** - Monitoring key performance indicators (KPIs) and identifying areas for improvement in operational efficiency. - Implementing process improvements and best practices to enhance team productivity and customer satisfaction. - Collaborating with other departments to resolve customer issues and improve the platform. - Staying up-to-date on industry trends and best practices in customer service. - **Reporting and Analysis:** - Preparing 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 decisions on resource allocation and process improvements. **Qualifications:** - Bachelor's degree in a related field preferred. - 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. - Excellent analytical, problem-solving, communication, and interpersonal skills. - Ability to work in a fast-paced environment, manage multiple priorities, and proficiency in using CRM software and customer service tools. - Strong customer focus and a passion for delivering exceptional service. **Preferred Qualifications:** - Experience with Amadeus/Travelport is a must. - Knowledge of Microsoft Office and Google tools. - Familiarity with customer satisfaction metrics and measurement methodologies. If you join us, you can expect: - A collaborative and output-driven program that enhances cohesiveness across businesses through technology. - Opportunities to improve average revenue per use by increasing cross-sell opportunities. - Feedback from peer teams on your support of their goals. - Respect earned through your contributions. If you are the right fit, the company believes in creating wealth for you. With a vast user base and commitment to democratizing credit, you have the chance to be part of India's largest digital lending story.,