CST - Team Lead - Social CST

Paytm Payments Services; Dadri; On-site; INR 320,000 - 520,000; Full time

Job summary

Paytm Payments Services seeks a social media support professional to manage customer concerns on multiple platforms, ensuring daily tasks close within defined TAT with a strong customer experience.

The role requires resolving merchant queries via chat/call, overseeing campaigns, and maintaining brand voice and tone across social channels. Prior chat/email support experience is preferred.

Qualifications

• 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.

Responsibilities

• Handle merchant queries via chat and phone with accuracy.
• Coordinate campaign activities and maintain brand voice across channels.
• Monitor social interactions to ensure a positive experience for customers.
• Assist in achieving targets within defined timelines and SLAs.

Skills

Social media escalations management

Multitasking

Problem-solving

Self-motivation

Education

Graduate degree

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.