CST - Team Lead - Social CST (copy)

Paytm Payments Services; Dadri; On-site; INR 240,000 - 360,000; Full time

Job summary

Paytm Payments Services is seeking a Social Media Escalations Executive to handle customer concerns and complaints across social platforms, ensuring timely closure with a focus on a positive customer experience. The role involves overseeing campaigns, maintaining brand voice, and supervising day-to-day social interactions.

Prior team handling in chat/email support is preferred. The ideal candidate is an graduate with 1+ years in social media escalations and a strong ability to multitask across

Qualifications

• Resolve day-to-day queries of merchants via chat/call.
• Oversee day-to-day management of campaigns and ensure brand consistency.
• Maintain brand voice in copy across platforms and ensure tone/terminology consistency.
• Supervise all social media interactions to ensure a positive customer experience.

Responsibilities

• Handle concerns and complaints raised by customers on multiple social media platforms daily.
• Ensure daily tasks are closed within defined TAT with good customer experience.

Skills

Social media

Escalations

Customer service

Multi-tasking

Education

Any Graduate

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.