The Role
Handle customer concerns and complaints across social media, chat, and call channels; resolve merchant queries; manage social campaigns and brand-consistent messaging; meet targets and supervise customer interactions to ensure positive experience.
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
- Previous experience handling chat/email support and merchant queries
- Experience managing social media escalations and customer interactions
- Oversee and manage day-to-day social media campaigns ensuring brand consistency
- Develop and implement timelines to achieve targets
- Any graduate degree
- 1+ years experience in social media escalations management
- Strong multitasking, problem-solving, initiative and self-motivation
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The Company
What We Do
Paytm started the Digital Revolution in India. And we went on to become India’s leading Payments App. Today, more than 20 Million merchants & businesses are powered by Paytm to Accept Payments digitally. This is because more than 300 million Indians use Paytm to Pay at their stores. And that’s not all, Paytm App is used to Pay bills, do Recharges, Send money to friends & family, Book movies & travel tickets. With innovations to Financial services & products in pipeline, this is but one of the milestones achieved towards our mission – to bring 500 million unserved and underserved Indians to the mainstream economy.
