Senior Associate-Customer Service-Paytm Money-Broking experience only
- Paytm
- 3 - 5 years
- Mumbai
- 2 months ago
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Job Description
Job Description: CST Associate Blend Process (Voice & Non-Voice)
Location: Mumbai, India
Experience: 2-4 years
Working Days: 6 days a week
Shift Timing: Rotational Shifts
Role Overview:
We are looking for a highly motivated and dynamic CST Associate for the Blend Process to join our team in Mumbai. The role will include both voice and non-voice processes where you will be responsible for handling customer interactions and providing support through various communication channels. This is a 6-day working role with rotational shifts.
Key Responsibilities:
- Handle inbound and outbound customer calls for voice-based customer service support.
- Respond to customer queries, complaints, and requests via email, chat, and other digital channels (non-voice).
- Provide accurate information about products, services, policies, and procedures.
- Troubleshoot and resolve customer issues, escalating to senior teams when necessary.
- Maintain a high level of professionalism while ensuring customer satisfaction.
- Document customer interactions accurately and follow up as required.
- Collaborate with internal teams to improve service quality and customer experience.
- Meet performance targets (KPI & SLA) including quality, productivity, and customer satisfaction.
- Ensure adherence to company policies and processes in all customer interactions.
Skills & Qualifications:
- 2-4 years of relevant experience in a blend of voice and non-voice customer service roles.
- Excellent communication skills in English (both written and verbal).
- Strong problem-solving and troubleshooting skills.
- Ability to multitask and manage different types of customer queries efficiently.
- Knowledge of CRM tools and customer service platforms is a plus.
- Ability to work in a fast-paced environment with minimal supervision.
- Flexibility to work in rotational shifts, including weekends (6 days a week).
- Good interpersonal skills and a team player.
Preferred Qualifications:
- Prior experience in customer service or client-facing roles in a BPO or similar industry.
- Exposure to working in a customer-centric environment.
- Comfortable working in a diverse and dynamic team.
Job Classification
Industry: Financial Services (Broking)Functional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: PaytmLocation(s): Mumbai
Keyskills: Blended Process Customer Service Chat Process CSAT Customer Handling Email Support Non Voice Process Solving Queries Customer Satisfaction Customer Management Email Process Call Quality Customer Retention Domestic Process
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