Social Media Escalations (Support) - Team Lead - Travel Customer Support
Job Summary
Job Description
Paytm is seeking a Social Media Escalations Team Lead for its Travel Customer Support. The role involves managing social media customer support for flights, buses, and trains, ensuring end-to-end resolution for B2C travel consumers. Responsibilities include handling escalations, identifying root causes, providing insights to improve customer experience and product features, managing social media pre- and post-booking queries, and driving critical escalations to closure by collaborating with cross-functional teams. The role also entails managing rosters, implementing process improvements, coaching team members, and ensuring compliance with regulations. Key responsibilities also include meeting performance metrics like First Response Time (FRT) and resolution speed, driving Customer Satisfaction (CSAT) and Net Promoter Score (NPS) through data analytics, and developing training materials.
Must have:
- Handle customer support through Social Media for travel.
- Ensure end-to-end resolution and improved FTR.
- Handle escalations and repeat escalations.
- Solve escalations to understand root causes.
- Provide insights to improve customer experience.
- Work on DSAT out calling and Product teams.
- Handle social media pre- vs. post booking queries.
- Drive critical escalations to closure.
- Manage rosters and shift coverages.
- Implement process improvements.
- Enhance overall team performance.
- Train new team members.
- Built strong relationships with customers.
- Drive RBI, Legal & Nodal escalations.
- Provide process improvement insights.
- Drive CSAT and NPS through data analytics.
- Deep dive analysis on customer complaints.
- Creation of Training SOPs and process updates.
- Competitor benchmarking.
- Root cause analysis of escalations.
- Data analytics to reduce Open escalations.
- Call audits for call center associates.
- Driving customer retention plans.
- Operating in a 24 Hrs Day 6 day-week team.
- Understanding domestic and international travel requirements.
- Able to understand customer queries.
- Customer-focused and service-oriented.
- Coach, develop, and mentor Junior resources.
- Proven experience in sales, social listening, ORM.
- Strong understanding of digital landscape.
- Excellent communication, negotiation, and relationship-building skills.
- Results-oriented mindset.
- Experience with CRM software and social listening tools.
- Writing social comments and answering questions.
- Ensuring daily productivity and quality.
- Ensure Process TAT is met.
- FRT (First Response Time) Real time.
- Resolution speed with 2 Days -95%.
- Quality, Productivity with accuracy.
- Wing to Wing Resolution.
- Customer Satisfaction.
- Excellent interpersonal skills.
- Ability to work under pressure.
- Strong Product and Process knowledge.
- Build positive relationships.
- Excellent voice modulation.
- Excellent listening, troubleshooting, problem-solving skills.
- Negotiation and objection handling.
- Working on Fresh desk Tickets and Phones.
- Action consumers booking/PNR for refund, ticketing, re-issuance, escalation.
- Excellent communication skills.
- Result/Target driven, attentive, adaptable, and motivated to learn.
- Proficiency in technology.
Perks:
- Flexible working options
- Opportunity to develop career
- Diverse and inclusive workplace
- Work is Fun!!
4 skills required
Job Details
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.
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.
-Responsible for providing customer support through Social Media to travel customers for Flights, Buses and Train
- Ensuring end-to-end resolution to the customer by improved FTR
- Handling any escalations within the organization and especially the repeat escalations to ensure right resolution within organization guidelines
- Solving any escalation with the purpose of understanding the root cause of the problem and knowledge sharing with the team on root cause and how to fix them to reduce future escalations
- Providing insights and inputs to Social Media Manager to improve customer experience
- Work on DSAT out calling and Product teams to improve customer experience
- Case studies on app and providing insights to product to improve the app through voice of customers
-Responsible for handling Social media pre- vs. post booking
queries and CEO-tagged escalations
- Responsible for driving critical escalations to closure by approaching cross-functional teams such
as Product, Tech, Business Development, etc
- Managing rosters and shift coverages to ensure shrinkage in control
- Implement process improvements that led to reduced turnaround times for critical tasks without
compromising quality.
- Enhance overall team performance by providing regular coaching, feedback, and skill
development opportunities.
- Train new team members by relaying information on company procedures and requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Responsible for driving RBI, Legal & Nodal escalations to closures within TAT under compliance
guidelines
- Providing process improvement insights and inputs to the Contact center and Tech/Product team by analyzing customer VOCs
- Driving CSAT and NPS through data analytics,
- DSAT out callings, product enhancements, and tracking Detractors
- Deep dive analysis on customer complaints and escalations on different platforms e.g. Twitter,
LinkedIn, Facebook etc, and plans to reduce them
- Creation of Training SOPs and process updates
- Competitor benchmarking for top brands to improve overall social media experience for the customers
- Root cause analysis of escalations and strategies to reduce them in the future
- Data analytics to reduce Open escalations and techniques to arrest repeat and reopen by improving FCR
- Call audits for call center associates and providing feedback and insights to them to reduce customers coming to Social media
- Driving customer retention plans while solving their queries on Social media platforms
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
✅ Proven experience in sales, with a focus on social listening, ORM, or related fields.
✅ Strong understanding of the digital landscape, reputation management, and social media trends.
✅ Excellent communication, negotiation, and relationship-building skills.
✅ A results-oriented mindset with the ability to thrive in a fast-paced environment.
✅ Experience working with CRM software and social listening tools is a plus.
6) Day to day task like writing social comments, answering questions from followers and replying to comments on social channels
✅Ensuring daily productivity is met with 100% quality and adherence to the process TAT
✅Ensure Process TAT is met without fail being a critical portfolio.
✅Day to day task like writing social comments, answering questions from followers and replying to comments on social channels
7) Measures of Success(Define the Outcomes expected of the role)
✅FRT (First Response Time) Real time
✅Resolution speed with 2 Days -95%
✅Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation
✅Wing to Wing Resolution
✅Customer Satisfaction
Skills Sets Required:
1) Excellent communication, interpersonal skills with evidence of team work and collaboration
2) Ability to work under pressure, strict deadlines and efficient in multi-tasking
3) Strong Product and Process knowledge
4) Must be able to build positive, productive relationships with customers, team members and cross function.
5) Excellent voice modulation, professional phone etiquettes and communication skills – interpersonal, verbal, and written with the goal of influencing outcomes.
6) Excellent listening, trouble shooting, problem solving and analytical skills with ability to resolve conflict effectively.
7) Negotiation and objection handling
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, escalation
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
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!democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here.
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