CST - Team Lead - Social CST

Paytmpayments; Dadri; On-site; INR 250,000 - 420,000; Full time

Job summary

Paytm is seeking a customer-focused Social CST professional to handle merchant and customer concerns across chat and calls on a day-to-day basis, ensuring issues close within the defined TAT with a positive experience.

You will oversee day-to-day management of campaigns, maintain brand consistency in tone and copy, supervise all social interactions, and help develop timelines to achieve targets. Prior experience in team handling Chat/email Support is preferred.

Qualifications

• Handling day-to-day queries from merchants via chat/call.
• Overseeing day-to-day management of campaigns and ensuring brand consistency.
• Maintaining brand voice in copy through tone, voice, and terminology.
• Supervising all social media interactions between customers and the company, ensuring a positive customer service experience.
• Developing and implementing timelines to achieve targets.
• Previous experience in team handling Chat/email Support.

Responsibilities

• Resolve day-to-day merchant queries via chat/call.
• Manage campaigns and ensure brand consistency across social channels.
• Maintain consistent brand voice in all communications.
• Supervise customer interactions on social media to ensure positive service experience.
• Develop timelines and contribute to achieving targets.

Skills

Social media management

Team handling

Multitasking

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.