Social Media Escalations (Support) - Associate - CST

3 Months ago • 1 Years +

Social Media

Job Description

Paytm is seeking a Social Media Escalations Associate to handle customer concerns and complaints on social media platforms, ensuring daily tasks are completed within defined turnaround times (TAT) and providing excellent customer experience. The role involves resolving merchant queries via chat/call, overseeing campaign management, ensuring brand consistency in messaging, supervising customer interactions on social media, and developing timelines to achieve targets. Previous experience in team handling for chat/email support is beneficial. Key skills include a high level of drive, initiative, self-motivation, exceptional multi-tasking, and strong problem-solving abilities.

Good To Have:

Previous experience in team handling

Must Have:

Handle customer concerns on social media
Resolve merchant queries via chat/call
Ensure brand consistency
Supervise social media interactions
Develop timelines for targets
1+ years experience in social media escalations management
Exceptional multi-tasking skills
Strong problem-solving skills

Perks:

Collaborative output-driven program
Opportunity to increase revenue
360 feedback from peers
Respect from peers and managers

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 role: Candidate has to handle concerns and complaints raised by the customers 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/call.

● 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.

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