Customer Support – Associate / Senior Associate

1 Year ago • 1 Years + • Customer Service

Job Summary

Job Description

Paytm is seeking a Customer Support Associate/Senior Associate to handle merchant concerns and complaints across various social media platforms. The role involves resolving daily queries via chat, ensuring brand consistency in communication, and supervising social media interactions to provide a positive customer service experience. Responsibilities include campaign management, developing timelines for targets, and previous experience in chat/email support is preferred. The ideal candidate should have a high level of drive, initiative, and self-motivation, exceptional multi-tasking, and strong problem-solving skills. This is a full-time, on-site position.

Must have:

Resolve merchant queries via chat
Ensure brand consistency
Positive customer service experience
Develop timelines for targets
Previous chat/email support experience
High drive and self-motivation
Exceptional multi-tasking skills
Strong problem-solving skills

Good to have:

1+ years experience in social media escalations

Perks:

Collaborative output driven program
Improve average revenue per use
Solid 360 feedback
Respect from peers and manager

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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:

MHD CST Team comprises service associates who help merchants get onboarded on Paytm, help them have a good experience of Paytm Merchant services.

About the role:

Candidate has to handle concerns and complaints raised by the merchants on day-to-day basis on multiple social media platforms and make sure the daily task is being closed within the defined TAT with good customer experience.

Expectations/ Requirements:

● Resolving day-to-day queries of the merchants via chat.

● Oversee day-to-day management of campaigns and ensure brand consistency

● Ensure brand consistency in copy through tone, voice, and terminology

● Supervise all aspects of social media interaction between customers and the company, and ensure a

positive customer service experience

● Developing and implementing a timeline to achieve targets.

● Previous experience in team handling Chat/email Support.

Superpowers/ Skills that will help you succeed in this role:

● High level of drive, initiative, and self-motivation

● 1+ years’ experience in social media escalations management

● Exceptional multi-tasking skills

● Strong problem-solving skills

Educational Qualification:

Any Graduate.

Why join us:

● 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

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.