The Role
Provides multichannel customer support for Paytm Travel flight bookings, handling escalated issues, ticketing, refunds, cancellations, reissues, and PNR checks. Uses CRM and GDS tools to resolve complex inquiries, identify complaint trends, improve customer experience, and collaborate with product, engineering, growth, and finance teams on process improvements.
Summary Generated by Built In
About Us:
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 Role:
We are seeking a highly motivated Associate for Customer Experience within our CST Business. The ideal candidate ensures a seamless and positive experience for our customers booking through our platform.
Responsibilities:
1) Customer Experience:
- Ensure exceptional customer service across all channels (phone, email, chat, social media).
- Handle escalated customer issues and complex inquiries.
- Identify and address trends in customer complaints and feedback.
- Proficiency in using CRM software and other customer service tools. Proactively identify opportunities to improve the customer experience.
2) Operational Excellence:
Implement process improvements and best practices to enhance team productivity and customer satisfaction. Collaborate with other departments (e.g., product, engineering, growth and finance) to resolve customer issues and improve the platform. Stay up to date on industry trends and best practices in customer service.
Qualifications:
Collaborate with other departments to resolve customer issues and improve the platform.
Strong expertise with GDS tool(Amadeus , Galileo) Understanding of ticketing , refunds , Cancellation , Reissue , PNR check Candidates preferred from flights / aviation industry Stay up to date on industry trends and best practices in customer service.
Why Join Us:
1. A collaborative output driven program that brings cohesiveness across businesses through technology
2. Improve the average revenue per use by increasing the cross-sell opportunities3.
A solid 360 feedback from your peer teams on your support of their goals4. Respect, that is earned, not demanded from your peers and manager
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 democratize credit for deserving consumers &merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!
Skills Required
- Strong expertise with GDS tools, specifically Amadeus and Galileo
- Understanding of flight ticketing, refunds, cancellations, reissues, and PNR checks
- Customer service experience across phone, email, chat, and social media channels
- Candidates with flights or aviation industry experience
- Proficiency using CRM software and other customer service tools
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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.
