Position Summary The L1 Customer Support Specialist is the first point of contact for end-users and merchants requiring assistance with the platform’s services. This role involves resolving basic technical issues, answering queries, and escalating complex problems to Level 2 or specialized teams. The ideal candidate is customer-focused, detail-oriented, and able to manage communications in a fast-paced, high-volume environment. Key Responsibilities · Handle incoming customer queries via email, phone, or ticketing system · Log tickets accurately in the CRM/helpdesk system (HubSpot/Jira) · Triage and resolve common issues related to user accounts, login/access, payment failures, and basic customer knowledge · Perform routine troubleshooting steps based on internal SOPs · Identify and escalate complex issues to L2 support or relevant departments (risk, compliance, technical) · Work with acquirers to identify and resolve merchant settlement issues · Follow up on escalated cases to ensure timely resolution · Use internal documentation to guide responses while also being proactive in understanding customers’ needs and responding accordingly · Recommend updates to FAQs and help articles based on recurring queries or gaps · Maintain detailed and accurate records of customer interactions · Tag and categorize tickets for analytics and QA · Stay current on new product features and updates · Participate in training sessions and team meetings · Meet CSAT benchmark requirements · Adhere to PCI compliance requirements at all times Key Tasks Respond to tickets : Acknowledge and resolve queries within SLA timeframes Perform identity verification :Verify user details following KYC guidelines if required Troubleshoot login/payment issues :Guide users through basic problem-solving Log support interactions :Document all actions taken in the CRM/ticketing system Escalate edge cases: Route unresolved issues with context to L2 or engineering Participate in QA reviews Attend coaching or feedback sessions for performance improvement Update status dashboards :Report ticket status, issues and metrics during team handover sessions Required Skills & Experience · 1–2 years in a customer-facing or helpdesk support role (preferably in tech or finance) · Excellent written and verbal English communication · Strong interpersonal and active listening skills · Familiarity with CRM or helpdesk tools (e.g., Jira, HubSpot) · Ability to multitask and manage time efficiently · Basic understanding of payments, user authentication, or Fintech advantageous Qualifications, Certifications and Other Requirements · Relevant tertiary education qualification or job experience · Police or NBI Clearance (or equivalent) required due to access to sensitive merchant data and account information. · Positive Reference from a Previous Employer – A professional reference or referral from a previous employer is required to validate the candidate’s performance, reliability, and suitability for a customer-facing role. This helps ensure alignment with Mint Payments’ standards of service and integrity
As a Team Leader - Sales at Teletext Holidays, you will play a crucial role in leading sales teams to generate revenue, achieve sales targets, and provide exceptional customer service. Located in Kondapur, Hitech City, this full-time, on-site position involves overseeing day-to-day operations, developing sales strategies, and mentoring team members. Your responsibilities will include ensuring high standards of customer interaction, collaborating with other departments to streamline processes, and enhance overall customer satisfaction. To excel in this role, you should possess strong leadership, team management, and mentoring skills. Proven experience in sales, including developing effective sales strategies and meeting sales targets, is essential. Excellent customer service and communication skills are a must, along with the ability to coordinate with multiple departments to enhance processes. Analytical and problem-solving abilities will be beneficial, as well as proficiency in IT tools and software relevant to sales management. While experience in the travel industry is advantageous, a Bachelor's degree in Business, Marketing, or a related field is required. Join Teletext India for a dynamic opportunity to contribute to a customer-focused, tech-forward environment, and be part of a talented team dedicated to providing great value holidays and memorable getaways to holidaymakers.,
As a Customer Service Sales Representative at Teletext India, you will have the rewarding responsibility of engaging with both new and loyal repeat clients. Your primary focus will be to attentively listen to our customers, nurture relationships with them, and seize service and sales opportunities effectively. Understanding our customers" preferences and holiday desires to curate unforgettable trips will be key to your success. While most interactions will occur over the phone, occasional communication through digital channels may be required. Your commitment to providing exceptional customer service to all clients, whether new or existing, will be paramount. Your role will entail achieving predefined key performance indicators (KPIs) such as handling time, conversion rates, revenue generation, and service quality. Utilizing our booking engine and provided tools to craft tailor-made travel experiences will be central to delivering outstanding service. Embracing a proactive approach to continuous learning and personal development will not only benefit you but also contribute to the growth of the company. Your problem-solving skills will play a vital role in enhancing customer experience, business operations, and collaboration with colleagues. To excel in this role, you should possess a sales-oriented mindset, enjoy fostering relationships, and demonstrate a keen eye for detail. While prior experience in the travel industry is desirable, it is not mandatory. A deep-seated knowledge and enthusiasm for popular tourist destinations worldwide, coupled with a strong emphasis on accuracy and attention to detail, will set you up for success. Your self-motivation, dedication to expanding the repeat customer base, and drive to earn commissions will be essential. Maximizing genuine sales inquiries, surpassing sales targets, and meeting company-defined KPIs will be integral to your performance. Effective time management skills are crucial to handling the various tasks associated with customer interactions throughout the entire journey from pre-booking to post-trip follow-ups. Join our team at Teletext India and embark on a fulfilling role that allows you to connect with customers, create memorable travel experiences, and contribute to the growth of the business.,