Customer Service- Dealer

3 days ago

India Paytm Full time

Customer Service Team Leader Job Description

About Us:Paytm is India’s leading digital payments and financial services company, which is focused on driving consumers and merchants to its platform by offering them a variety of payment use cases. Paytm provides consumers with services like utility payments and money transfers, while empowering them to pay via Paytm Payment Instruments (PPI) like Paytm Wallet, Paytm UPI, Paytm Payments Bank Netbanking, Paytm FASTag and Paytm Postpaid - Buy Now, Pay Later. To merchants, Paytm offers acquiring devices like Soundbox, EDC, QR and Payment Gateway where payment aggregation is done through PPI and also other banks’ financial instruments. To further enhance merchants’ business, Paytm offers merchants commerce services through advertising and Paytm Mini app store. Operating on this platform leverage, the company then offers credit services such as merchant loans, personal loans and BNPL, sourced by its financial partners.

About the team:
Reports to: Customer Service Team Manager

Role Definition:
The Customer Service Team Leader develops and delivers the service levels required to provide the customer with the best experience possible, to stimulate customer retention and generate additional opportunities. The Team Leader leads the customer service team to consistently exceed the customer’s expectation and provides transparent communication and information.

Key Responsibilities:
You may be required to undertake differing tasks within your capability.

General and Task Management
- Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organisational efficiency.
- Co-ordinate the activities of the Customer Service team; provide support and advice to team members.
- Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
- Evaluate customer feedback and identify ways to maximise customer satisfaction.
- Ensure that standard operating procedures are documented and maintained.
- Produce written reports when required to do so.

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 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 youWith 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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