CST - Associate - Social CST

Paytm Payments Services; Dadri; On-site; INR 300,000 - 600,000; Full time

Job summary

Paytm Payments Services in India is seeking a Social Media Escalations Specialist to manage customer concerns across chat and call channels on a day-to-day basis. You will oversee campaigns, ensure brand-consistent copy, supervise social interactions, and build timelines to hit targets, drawing on 1+ years of experience in social media support.

Join a dynamic team focused on delivering excellent customer experiences and maintaining Paytm's brand voice across platforms.

Qualifications

• Resolve day-to-day queries of the merchants via chat/call.
• Oversee day-to-day management of campaigns and ensure brand consistency.
• Ensure brand voice, tone and terminology stay consistent in copy.
• Supervise social media interactions to ensure a positive customer experience.
• Develop timelines to achieve targets and meet defined TAT.

Responsibilities

• Resolve day-to-day queries of the merchants via chat and calling channels.
• Oversee daily campaigns and ensure brand consistency across posts.
• Maintain consistent tone and voice in all social content.
• Manage social interactions to deliver a positive customer experience.
• Develop timelines to reach goals and ensure timely closures.
• Leverage prior team-handling experience in chat/email support.

Skills

Drive & initiative

Social media escalations

Multi-tasking

Problem solving

Education

Any Graduate

Job description

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:

Social CST Team comprises service associates who help customers through their journey on Paytm, help them have a good experience of Paytm services.

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.