Cst - Associate - Social Cst

Paytm; Dadri, New Delhi; On-site; INR 300,000 - 550,000; Full time

Job summary

Paytm is seeking a Social Media Support role to handle customer concerns across platforms and ensure timely resolution with a strong customer experience. The candidate will manage day-to-day queries, oversee campaigns, and maintain brand voice and tone across social channels.

1+ years of experience in social media escalations and chat/email support is preferred. Any Graduate is acceptable. The role emphasizes teamwork and proactive problem solving in a fast-paced environment.

Qualifications

• Experience in handling social media escalations and customer queries.
• Ability to manage multiple campaigns and ensure brand consistency.
• Experience in chat/email support and team handling.

Responsibilities

• Resolve day-to-day queries of merchants via chat/call.
• Oversee day-to-day campaign management and ensure brand consistency.
• Supervise social media interactions to ensure a positive customer experience.

Skills

Social media escalations management

Multi-tasking

Problem-solving

Team leadership

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.