Hotel Operations - Executive/Senior Executive - Paytm Travel

Paytm; Dadri; On-site; INR 200,000 - 280,000; Full time

Job summary

Paytm is seeking a CST Associate (Individual Contributor) to join our Customer Experience team within the CST Travel business. Ideal candidates come from hotel / hospitality customer support — front office, guest relations, reservations, hotel contact centre, or hotel OTA support — and can deliver calm, clear service across phone, email, chat, and social.

You'll handle queries, resolve complex issues with empathy, follow SOPs, and collaborate with internal partners to unblock travel-related

Qualifications

• 1–3 years of hands-on customer support experience in hotel or hospitality.
• Background from hotels or hospitality (front office, reservations, guest relations, hotel contact centre, or OTA/travel support).
• Strong communication, problem-solving and ownership as an individual contributor.
• Comfort with CRM tools and multi-channel support (phone, email, chat).
• Willingness to learn travel-domain processes and tools quickly.

Responsibilities

• Deliver exceptional service across phone, email, chat, and social channels.
• Handle customer queries and complex cases with empathy, clarity, and closure.
• Escalate thoughtfully when needed and follow through to resolution.
• Spot recurring issues and share feedback with leads / stakeholders.
• Use CRM and customer-service tools effectively to document and resolve cases.

Skills

Customer support

Multichannel support

Communication skills

Ownership

Problem solving

Tools

CRM tools

Travel platform systems

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. Our mission is to serve half a billion Indians and bring them into the mainstream economy with the help of technology.

Job Summary

We are looking for a CST Associate (Individual Contributor) to join our Customer Experience team within the CST Travel business. Ideal candidates come from hotel / hospitality customer support — front office, guest relations, reservations, hotel contact centre, or hotel OTA support — and can deliver calm, clear service across phone, email, chat, and social.

Key Responsibilities

Customer Experience

• Deliver exceptional service across phone, email, chat, and social channels
• Handle customer queries and complex cases with empathy, clarity, and closure
• Escalate thoughtfully when needed and follow through to resolution
• Spot recurring issues and share feedback with leads / stakeholders
• Use CRM and customer-service tools effectively to document and resolve cases

Day-to-day operations

• Meet quality, productivity, and SLA expectations for the queue you own
• Follow SOPs / playbooks and flag gaps that slow the team down
• Collaborate with internal partners (as guided) to unblock customer issues
• Stay updated on process changes and apply them accurately

Travel platform support (trainable)

• Support booking and post-booking journeys on our travel platform (with training)
• Learn and apply processes for modifications, cancellations, refunds, and related checks
• Work confidently with CRM and travel ops tools used by the CST team

Qualifications (must-have)

• 1–3 years of hands-on customer support / guest service experience
• Background preferred from hotels or hospitality (front office, reservations, guest relations, hotel contact centre, hotel OTA / travel-hotel support, or similar)
• Strong communication, problem-solving, and ownership as an individual contributor
• Comfort with CRM tools and multi-channel support (phone / email / chat)
• Willingness to learn travel-domain processes and tools quickly

Good to have

• Prior OTA, travel marketplace, customer-support exposure
• Hotel booking / modification / cancellation / supplier-coordination experience on digital platforms

Why Join Us

• A collaborative, output-driven program that connects businesses through technology
• Improve average revenue per user by increasing cross-sell opportunities
• Strong 360 feedback from peer teams on how you support your goals
• Respect that is earned, not demanded, from peers and managers

Compensation

If you are the right fit, we believe in creating wealth for you. With 500 mn+ registered users, 21 mn+ merchants, and deep ecosystem data, we are uniquely placed to democratize credit for deserving consumers and merchants — and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be part of that story.