Cst Operations

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 Job Summary We are seeking highly motivated and experienced resources within our Flights Line of Business The ideal candidate will have a strong understanding of the flight travel industry especially on GDS Amadeus Travelport excellent analytical skills This role is critical in ensuring a seamless and positive experience for our customers booking flights through our platform Responsibilities Customer Experience Ensure the team provides 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 Proactively identify opportunities to improve the customer experience Operational Excellence Monitor key performance indicators KPIs and identify areas for improvement in operational efficiency 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 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 service and operational efficiency Use data to make informed decisions about resource allocation and process Bachelor s degree in a related field preferred Minimum of 1-3 years of experience in customer service preferably in the flight travel industry Sound knowledge of flight travel terminology processes and GDS systems e g Amadeus Sabre Galileo 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 Amadeus Travelport is a must Knowledge of Microsoft Office Excel PowerPoint and Google tools Familiarity with customer satisfaction metrics and measurement methodologies like Service Level Adherence Re-open rate FCR FRT CSAT and Escalation rate Why Join Us 1 A collaborative output-driven program that brings cohesiveness across businesses through technology 2 Improve the average revenue per user 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 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 We may use artificial intelligence AI tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses These tools assist our recruitment team but do not replace human judgment Final hiring decisions are ultimately made by humans If you would like more information about how your data is processed please contact us