The Role
Handle customer concerns and complaints across social media, chat, and calls; manage social campaigns and brand-consistent messaging; supervise social interactions to ensure positive experiences; meet TAT and targets; mentor/coordinate support teams.
Summary Generated by Built In
About Us:
Paytm is India's leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants, and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments, and financial services.
One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma.
About the team:
Social CST Team comprises service associates who help customers through their journey on Paytm, help them have a good experience of Paytm services.
About the role:
Candidate has to handle concerns and complaints raised by the customers on day-to-day basis on multiple social media platforms and make sure the daily task is being closed within the defined TAT with good customer experience.
Expectations/ Requirements:
● Resolving day-to-day queries of the merchants via chat/call.
● Oversee day-to-day management of campaigns and ensure brand consistency.
● Ensure brand consistency in copy through tone, voice, and terminology.
● Supervise all aspects of social media interaction between customers and the company, and ensure a positive customer service experience.
● Developing and implementing a timeline to achieve targets.
● Previous experience in team handling Chat/email Support.
Superpowers/ Skills that will help you succeed in this role:
● High level of drive, initiative, and self-motivation
● 1+ years’ experience in social media escalations management
● Exceptional multi-tasking skills
● Strong problem-solving skills
Educational Qualification:
Any Graduate.
Skills Required
- Resolving day-to-day queries of merchants via chat/call.
- Oversee day-to-day management of social media campaigns and ensure brand consistency.
- Ensure brand consistency in copy through tone, voice, and terminology.
- Supervise social media interactions to ensure a positive customer service experience.
- Developing and implementing timelines to achieve targets.
- Previous experience in team handling chat/email support.
- 1+ years' experience in social media escalations management.
- Any Graduate (educational qualification).
- High level of drive, initiative, and self-motivation.
- Exceptional multi-tasking skills.
- Strong problem-solving skills.
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The Company
What We Do
Paytm Payments Services Limited (PPSL) is a wholly owned subsidiary of One97 Communications. It is a technology company that provides digital payment solutions, including payment gateways, and financial tools for businesses in India. Its mission is to drive financial inclusion by empowering online brands, startups, and small merchants to accept digital payments and manage their business operations efficiently through robust, secure, and reliable technology.
