CST - Executive/Associate - Paytm Travel (Flights)
Paytm
Bengaluru, Karnataka, IndiaPosted 6 months ago
Skill Required
Operations & SupportEngineeringITILDesign Patterns
Key highlights
- Paytm serves 500 million+ registered users and 21 million+ merchants.
- Role: Associate for Customer Experience in the CST Business.
- Must have expertise with GDS tools (Amadeus, Galileo).
- Must understand ticketing, refunds, cancellations, reissues, and PNR checks.
- Collaboration required across product, engineering, growth, and finance teams.
- Benefits include a collaborative output‑driven program and 360° peer feedback culture.
Role overview
Paytm is India's leading mobile payments and financial services distribution company, pioneering mobile QR payments and building technology for small businesses. We are seeking a highly motivated Associate for Customer Experience within our CST Business to ensure a seamless and positive experience for customers booking through our platform.
Responsibilities
- Ensure exceptional customer service across all channels (phone, email, chat, social media) and handle escalated customer issues and complex inquiries.
- Identify and address trends in customer complaints and feedback.
- Proactively identify opportunities to improve the customer experience.
- Implement process improvements and best practices to enhance team productivity and customer satisfaction.
- Collaborate with other departments (product, engineering, growth, finance) to resolve customer issues and improve the platform.
- Stay up to date on industry trends and best practices in customer service.
Requirements
- Proficiency in using CRM software and other customer service tools.
- Strong expertise with GDS tools (Amadeus, Galileo).
- Understanding of ticketing, refunds, cancellation, reissue, and PNR check.
Nice to have
- Candidates preferred from flights / aviation industry.
- Stay up to date on industry trends and best practices in customer service (as a preferred continuous learning mindset).
Benefits
- A collaborative output‑driven program that brings cohesiveness across businesses through technology.
- Opportunity to improve average revenue per use by increasing cross‑sell opportunities.
- A solid 360° feedback from peer teams on support of their goals.
- Earned respect from peers and manager.
- Potential wealth creation by contributing to India’s largest digital lending story.
Additional details
- About Us: Paytm is India's leading mobile payments and financial services distribution company, pioneering the mobile QR payments revolution and building 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: Seeking a highly motivated Associate for Customer Experience within our CST Business to ensure a seamless and positive experience for customers booking through our platform.