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The Role
Manage social media support for travel bookings across flights, buses, and trains. Respond to public comments, direct messages, and mentions; resolve refunds, cancellations, reissues, date changes, ticketing, and PNR issues. Handle Freshdesk tickets and calls, own escalations, coordinate with internal teams, recover dissatisfied customer experiences, and report recurring issues. The role requires rotational shifts in a 24x7, six-day-week operation.
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
You’ll be CST Travel’s voice on social media. You’ll resolve customer queries and complaints regarding flight, bus, and train bookings quickly and completely, so customers never need to reach out twice.
What you’ll do
Respond to comments, DMs, and mentions on X, Facebook, Instagram, and LinkedIn within agreed response times.
Handle pre- and post-booking queries such as refunds, cancellations, reissues, date changes, and ticketing for GDS and LCC airlines, buses, and trains.
Action bookings and PNRs directly, and work Freshdesk tickets and calls when required.
Own escalations end to end, coordinating with Operations, Product, and Tech until they are closed.
Call back dissatisfied customers to recover the experience.
Flag recurring issues and share customer feedback with the Social Media Manager so root causes get fixed.
What success looks like
First response: real-time.
95% of cases resolved within 2 days.
High CSAT, with no avoidable escalations or reopened cases.
Consistent quality scores and adherence to process timelines.
What you need
At least 1 - 2 year in customer support at a travel agency or OTA. Flights are essential; bus and train experience is a plus.
Hands-on knowledge of GDS and LCC booking, refund, and reissue processes.
Excellent written English for public-facing replies, with a calm, empathetic tone under pressure.
Good phone etiquette and objection-handling skills.
Comfort with CRM or ticketing tools; Freshdesk is preferred.
Willingness to work rotational shifts in a 24x7, 6-day-week team.
Nice to have
Experience with social listening or ORM tools.
Fluency in a regional language.
Why join us:
We offer you the opportunity to develop your career, working in a diverse and inclusive workplace where the diverse backgrounds, perspectives and life experiences of our people 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 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! democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here.
Skills Required
- 1–2 years of customer support experience at a travel agency or online travel agency
- Experience supporting flight bookings
- Hands-on knowledge of GDS and LCC booking, refund, and reissue processes
- Excellent written English and a calm, empathetic tone for public-facing replies
- Good phone etiquette and objection-handling skills
- Comfort with CRM or ticketing tools
- Willingness to work rotational shifts in a 24x7, six-day-week team
- Bus and train customer support experience
- Freshdesk experience
- Experience with social listening or online reputation management tools
- Fluency in a regional language
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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.
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