CST - Team Lead - Social CST (copy)

Paytmpayments; Dadri; On-site; INR 300,000 - 500,000; Full time

Job summary

Paytm is seeking a Social Media Support professional to handle merchant queries on chat and phone, ensuring timely resolution and a positive customer experience. The role involves overseeing daily campaigns, maintaining brand tone across social channels, and supervising chat/email support activities.

The ideal candidate has experience in social media escalations, strong multitasking, and problem-solving skills, with a graduate degree.

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

• Resolve merchant queries via chat and/or phone support.
• Manage campaigns daily and maintain consistent brand voice across channels.
• Monitor social interactions and ensure a positive customer experience.
• Lead a small team for chat and email support.
• Develop timelines and track progress to hit targets.

Skills

Social media escalations

Multi-tasking

Problem solving

Drive & initiative

Education

Graduation (any)

Job description

About Us:

Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm's mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.

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.