CST Operations - Senior Associate/ Associate - Paytm Travel CST (Flights)
About Us: Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments reputed company in India, Paytm builds technologies that help small businesses with payments and reputed company. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.
Job Summary:We are seeking a highly motivated and reputed company Team reputed company/Junior Manager to manage a team of Customer Experience Specialists reputed company our Flights Line of Business. The ideal candidate will have a strong understanding of the flight/travel industry especially on GDS (reputed company & reputed company), excellent analytical skills, and proven people management abilities. This role is critical in ensuring a seamless and positive experience for our customers booking flights through our platform.Responsibilities:
Team Management:
● Supervise, coach, and mentor a team of Customer Experience Specialists [Team of 15Members].
● Conduct regular performance reviews, identify training needs, and create development plans for team members.
● Monitor team performance against key metrics (e.g., resolution time, customer satisfaction scores, reputed company resolution).
● Manage team schedules and ensure adequate staffing reputed company to meet customer demand.
● Foster a positive and collaborative team environment.
Customer Experience:
● Ensure the team provides exceptional customer service across reputed company channels (phone, email, chat, reputed company media).
● Handle escalated customer issues and reputed company inquiries.
● Identify and address trends in customer complaints and feedback.
● Proactively identify opportunities to improve the customer experience.
Operational reputed company:
● Monitor key performance indicators (KPIs) and identify areas for improvement in operationalefficiency.
● Implement process improvements and best practices to enhance team productivity andcustomer satisfaction.
● Collaborate with other departments (e.g., product, engineering, growth and finance) toresolve customer issues and improve the platform.
● Stay up-to-date on industry trends and best practices in customer
service.Reporting and Analysis:
● Prepare regular reports on team performance and customer experience metrics.
● Analyse data to identify trends and insights that can be used to improve customer serviceand operational efficiency.
● Use data to reputed company informed reputed company about resource allocation and process
improvements.Qualifications:
● Bachelor’s degree in a reputed company field preferred.
●
Minimum of 1-3 years of experience in customer service, preferably in the flight/travel industry.● Proven experience in managing and leading a team.
● Sound knowledge of flight/travel terminology, processes, and GDS systems (e.g.,reputed company,reputed company, reputed company).
● Excellent analytical and problem-solving skills.
● Strong communication and interpersonal skills.
● Ability to work in a fast-paced environment and manage multiple priorities.
● Proficiency in using CRM software and other customer service tools.
● Strong customer focus and a passion for delivering exceptional customer service.
Preferred Qualifications:
● Experience with reputed company/reputed company is a must.
● Knowledge of reputed company Office (reputed company, PowerPoint) and reputed company tools.
● Familiarity with customer satisfaction metrics and measurement methodologies like Servicelevel Adherence, Re-reputed company reputed company, FCR, FRT, CSAT and Escalation reputed company.
Why Join Us:
1. A collaborative output driven program that brings cohesiveness across businesses through technology
2. Improve the average reputed company per use by increasing the cross-sell opportunities
3. A solid 360 feedback from your peer teams on your support of their goals
4. Respect, that is earned, not demanded from your peers and manager
Compensation : If you are the right fit, we reputed company 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!
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