CST - Executive/Sr Executive (Outbound Calling) - Lending
Paytm
Greater Noida, Uttar Pradesh, IndiaonsitePosted 1 month ago
Skill Required
Operations & SupportSalesforceDesign Patterns
Key highlights
- Location: Noida
- Experience: 1 to 3 years
- Rotational role with 6 days work from office
- Fluent in English and Hindi required
Role overview
Paytm is India's leading mobile payments and financial services distribution company, pioneering mobile QR payments and technologies to help small businesses with payments and commerce. Its mission is to serve half a billion Indians and bring them into the mainstream economy through technology. The role involves working as a Customer Support Agent (Outbound Calling) for Paytm Postpaid (Digital Credit/BNPL), proactively engaging with customers to assist with onboarding, queries, and dispute resolution to ensure a seamless financial experience.
Responsibilities
- Proactive Customer Engagement: Make outbound calls to existing and potential Paytm Postpaid users to guide them through account activation, limit enhancements, and feature adoption.
- Working on and resolving tickets.
- Dispute & Escalation Resolution: Address customer grievances regarding transaction failures, incorrect billing, or account blocks, ensuring end-to-end resolution.
- Feedback Collection: Gather customer feedback and insights during calls to help the product and engineering teams improve the Paytm Postpaid user journey.
- Data Logging & Compliance: Accurately log call dispositions, customer interactions, and follow-up updates in the internal CRM while strictly adhering to data privacy and financial regulatory guidelines.
Requirements
- Education: Graduate
- Experience: 1 to 3 years of experience in an outbound calling, customer service, or tele-sales role
- Language Proficiency: Fluent in English and Hindi.
- Excellent verbal communication and active listening skills.
- Strong negotiation and problem-solving abilities, especially when handling difficult or irate customers.
- High emotional intelligence and patience required for financial/credit-related conversations.
- Technical Skills: Familiarity with CRM software (like Salesforce, Freshdesk, or Zendesk), basic Microsoft Excel, and comfort navigating mobile applications.
Nice to have
- Good with chatgpt and AI prompts
Benefits
- A collaborative output driven program that brings cohesiveness across businesses through technology
- Improve the average revenue per use by increasing the cross-sell opportunities
- A solid 360 feedback from your peer teams on your support of their goals
- Respect, that is earned, not demanded from your peers and manager
Additional details
- Role - CST - Customer Support (outbound calling)
- Location - Noida
- This role is rotational and requires 6 days work from office.
- 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!