Customer Care Executive - Malayalam Speaking - Hyderabad

Hello Candidate,

Hungry Bird IT Consulting Services Pvt. Ltd.!

Customer Care Executive/Paytm process

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Job Summary / Role Overview:-

As a Customer Care Executive in the Paytm process, you will be the frontline support for Paytm customers, handling incoming queries related to payments, wallet issues, transaction failures, and general app support.

Key Responsibilities:-

• Handle inbound customer calls and/or chats for Paytm users.
• Understand and troubleshoot payment-related issues such as wallet balance, refunds, transaction failures, or Know Your Customer (KYC) queries.
• Record customer interaction details, query types, and resolution status in the CRM or ticketing system.
• Escalate more complex or sensitive issues to Team Leads / Higher Support Tiers.
• Liaise with internal teams (product, tech, operations) to route feedback and identify recurring problems.
• Provide accurate information about Paytms services, features, and policies.
• Ensure SLA compliance for response / resolution times.
• Contribute to process improvement by providing insights from customer feedback.
• Optionally, participate in quality assurance or monitoring (e.g., call audits) to maintain service standards.
• Make outbound calls and sell Paytm merchant loans.
• Identify merchant needs and pitch relevant products effectively.

Required Skills & Qualifications:-

• Educational Qualification: Minimum 12th pass (depending on the role), sometimes graduate preferred.
• Strong communication skills (verbal and written) in relevant languages (e.g., Malayalam, English) depending on the process.
• Basic computer literacy ability to navigate CRM tools, manage tickets, use MS Office / Google Workspace.
• Problem-solving attitude: ability to analyze user problems and come up with practical solutions.
• Empathy and patience: handle customer calls / chats with sensitivity.

Performance Metrics / KPIs:-

• Some of the possible KPIs to measure performance:
• First Response Time (for chats / emails)
• Average Handling Time (AHT) for calls
• Customer Satisfaction Score (CSAT)
• Number / percentage of calls / queries resolved without escalation
• Adherence to shift schedule
• Quality score from call / chat audits

(Interested candidates can share their CV to priya@hungrybird.in or call on +918885825360)

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Thanks and Regards,

HR_Sony

+91 8885825360