About Us:
Paytm is India's leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants, and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments, and financial services. One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma.
About the team:
CST Team comprises customer service agents who help customers pay bills, review, or make changes to accounts, handle returns and answer frequently asked questions.
About the role:
The Customer Service Manager is responsible for the overall direction, coordination, quality and productivity of the Customer Service centre. He/she will work closely with front line staffs, support departments, internal stakeholders, and the management in support of business needs.
Expectations/ Requirements:
Manage contact centre team and drive team leads and Ops manager to deliver
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyze contact-centre statistics ( FRT, ART,AHT,CSAT, Reopen %,FTR)
Assume responsibility of budgeting and tracking expenses month on month
Manage Regulator escalations
Prepare performance reports and report any issues to the management
Proven experience as Operations manager or similar position
Knowledge of performance evaluation and customer service metrics
Experience in Email/Chat process
Handling outbound activities.
Skills and Competencies:
Post Grad/MBA or any masters degree
High level of drive, initiative and self-motivation
Should have minimum 5 years of team handling experience
Comfortable in a fast-paced and rapid-growth environment
Exceptional multi-tasking skills
Strong problem solving skills
Ability to work independently & Attention-to-detail .
Educational Qualification:
Post Grad/MBA or any master’s degree
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 to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story! 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!
