Job
Description
Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology. About the team This Team is involved in revenue management, vendor management and strategies to get new business and make travel profitable entity About the role Deliver extraordinary travel experience for our B2C consumers in a Backend role by providing first-hand resolution and the highest quality of customer experience to the Paytm users. Key Responsibilities 1) Operating in a 24 Hrs Day 6 day-week team, with multiple/rotational shift options. 2) Understanding and expertise in domestic and international travel requirements (LCC airlines) 3) Able to understand customer queries and advise them of suitable resolution 4) Customer-focused and service-oriented where you are accountable for key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics 5) Coach, develop, and mentor Junior resources and colleagues in the team when needed Proven experience in sales, with a focus on social listening, ORM, or related fields. Strong understanding of the digital landscape, reputation management, and social media trends. Excellent communication, negotiation, and relationship-building skills. A results-oriented mindset with the ability to thrive in a fast-paced environment. Experience working with CRM software and social listening tools is a plus. 6) Day to day task like writing social comments, answering questions from followers and replying to comments on social channels Ensuring daily productivity is met with 100% quality and adherence to the process TAT Ensure Process TAT is met without fail being a critical portfolio. Day to day task like writing social comments, answering questions from followers and replying to comments on social channels 7) Measures of Success(Define the Outcomes expected of the role) FRT (First Response Time) Real time Resolution speed with 2 Days -95% Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation Wing to Wing Resolution Customer Satisfaction Skills Sets Required 1) Excellent communication, interpersonal skills with evidence of team work and collaboration 2) Ability to work under pressure, strict deadlines and efficient in multi-tasking 3) Strong Product and Process knowledge 4) Must be able to build positive, productive relationships with customers, team members and cross function. 5) Excellent voice modulation, professional phone etiquettes and communication skills – interpersonal, verbal, and written with the goal of influencing outcomes. 6) Excellent listening, trouble shooting, problem solving and analytical skills with ability to resolve conflict effectively. 7) Negotiation and objection handling Additional Accountabilities 1) Working on Fresh desk Tickets and Phones as well for both GDS and LCC airlines. 2) Action consumers booking/PNR for refund, ticketing, re-issuance, escalationSuperpowers/ Skills that will help you succeed in this role:1) Excellent communication skills.2) Fresher to 1 yr of experience in Travel Agency/Industry 3) Result/Target driven, attentive, adaptable, and motivated to learn. 4) Proficiency in technology to research options and complete process requirements EducationMBA Preferred Why join us We support our people by providing a range of flexible working options so they can work in the waythat best suits them. We also offer you the opportunity to develop your career, working in a diverseand inclusive workplace where the diverse backgrounds, perspectives and life experiences of ourpeople are celebrated and create a great place to grow, thrive and belong. Most importantly, for us Work is Fun!! 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 democratizecredit for deserving consumers & merchants – and we are committed to it. India’s largest digitallending story is brewing here. It’s your opportunity to be a part of the story!democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here.
