CST Associate-Paytm Money

Paytm; Mumbai; On-site; INR 400,000 - 600,000; Full time

Job summary

Medium is seeking a CST Associate for the Customer Support Team in Mumbai, India. This role focuses on providing top-tier service to users and resolving issues effectively. Ideal candidates should have a Bachelor’s degree and 2-4 years of customer support experience, preferably in financial services or fintech. Responsibilities include handling customer inquiries, troubleshooting issues, and collaborating with internal teams for improved customer satisfaction. Excellent communication skills and a customer-first mindset are essential.

Qualifications

• 2-4 years of experience in customer support or client servicing, preferably in financial services or fintech.
• Strong understanding of customer service best practices.
• Ability to work in a fast-paced environment.

Responsibilities

• Respond to customer inquiries related to mutual funds, equity trading, and account setup.
• Troubleshoot user issues related to account operations and transactions.
• Record customer feedback for continuous product improvement.
• Collaborate with internal teams to resolve customer issues.

Skills

Excellent communication skills

Customer-first mindset

Problem-solving skills

Analytical abilities

Education

Bachelor’s degree in any discipline

Job description

As a CST Associate at Paytm Money, you will be part of the Customer Support Team, providing top-tier service to users and resolving their issues effectively. This role requires excellent communication skills and a customer-first mindset to ensure a positive experience for all Paytm Money customers.

Key Responsibilities

Customer Query Handling

Respond to customer inquiries related to mutual funds, equity trading, account setup, and other financial products offered on the Paytm Money platform.

Resolve customer queries through multiple channels (email, chat, phone) in a timely and professional manner.

Maintain a high level of customer satisfaction by providing accurate and timely information.

Issue Resolution

Troubleshoot and resolve user issues related to account operations, transactions, KYC processes, etc.

Work closely with the technical and product teams to elevate and resolve complex issues or bugs that affect customers.

Track and follow up on pending customer issues to ensure quick and effective resolution.

Customer Feedback & Improvements

Record customer feedback and insights, and share them with relevant teams for continuous product and service improvement.

Identify trends in customer queries and work on improving processes to minimize recurring issues.

Documentation & Reporting

Maintain logs of customer interactions, issues, and resolutions in the CRM system.

Prepare daily/weekly reports on customer queries, escalations, and overall service levels.

Analyze the data to provide actionable insights and recommendations to improve customer experience.

Compliance & Process Adherence

Ensure all customer interactions are handled in line with regulatory guidelines and company policies.

Follow protocols for handling sensitive financial and personal information.

Stay updated on product knowledge, processes, and industry regulations to provide accurate information to customers.

Collaboration & Cross-functional Support

Collaborate with internal teams including sales, marketing, compliance, and product to resolve customer issues.

Work with external vendors/partners, if required, to ensure smooth operations and customer experience.

Skills & Qualifications

• Educational Background: Bachelor’s degree in any discipline, preferably in Finance, Business, or related fields.
• Experience: 2-4 years of experience in customer support or client servicing, preferably in financial services or fintech.