CST Operations - Operation Executive
About the job
Summary
As a CST Operations - Operation Executive at Paytm Travel, you will provide first-hand resolution and exceptional customer service to Paytm users. This 24/7, 6-day-a-week role involves managing domestic and international travel queries, particularly concerning LCC airlines. Key responsibilities include resolving customer issues, ensuring high customer satisfaction (CSAT), meeting key productivity metrics, and mentoring junior colleagues. You will handle tickets and phone calls, process bookings, refunds, re-issuances, and escalations for both GDS and LCC airlines. The ideal candidate possesses excellent communication skills, has 0-1 year of experience in the travel industry, and is results-oriented, adaptable, and eager to learn.
Must have:
- Excellent communication skills
- Experience in Travel Agency/Industry (0-1 year)
- Customer-focused and service-oriented
- Proficiency in handling GDS and LCC airline processes
Good to have:
- MBA preferred
Perks:
- Flexible working options
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About Us:
Paytm Travel has revolutionized the travel industry - with a goal to empower millions of travellers who choose us as their preferred travel partner. We are no. 2 in the travel segment, in India, within a span of a few years, which proves our capability and potential to become no. 1 soon. Being one of the largest travel platforms in the country, our aim is to not only ensure seamless, instant booking, but also a delightful journey. We strive to enrich customer experience by making every transaction transparent, honest and hassle free.
To stay ahead of the curve, we are working aggressively towards our ambition to make travel affordable for all. With this customer centricity at our core, we strive to make Paytm Travel synonymous with a trustworthy travel partner.
About the team:
This Team is involved in revenue management, vendor management and strategies to get new business and make travel profitable entity
About the role:
Deliver extraordinary travel experience for our B2C consumers in a Backend role by providing first-hand resolution and the highest quality of customer experience to the Paytm users.
Key Responsibilities
1) Operating in a 24 Hrs Day 6 day-week team, with multiple/rotational shift options.
2) Understanding and expertise in domestic and international travel requirements (LCC airlines)
3) Able to understand customer queries and advise them of suitable resolution
4) Customer-focused and service-oriented where you are accountable for key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics
5) Coach, develop, and mentor Junior resources and colleagues in the team when needed
Additional Accountabilities
1) Working on Fresh desk Tickets and Phones as well for both GDS and LCC airlines.
2) Action consumers booking/PNR for refund, ticketing, re-issuance, escalations
Superpowers/ Skills that will help you succeed in this role:
1) Excellent communication skills.
2) Fresher to 1 yr of experience in Travel Agency/Industry
3) Result/Target driven, attentive, adaptable, and motivated to learn.
4) Proficiency in technology to research options and complete process requirements
Education: MBA Preferred
Why join us:
We support our people by providing a range of flexible working options so they can work in the way that best suits them. We also offer you the opportunity to develop your career, working in a diverse and inclusive workplace where the diverse backgrounds, perspectives and life experiences of our people are celebrated and create a great place to grow, thrive and belong. Most importantly, for us Work is Fun!!
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!
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