Hotel Operations - Executive/Senior Executive - Paytm Travel

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

Job summary

Paytm Payments Services 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.

Responsibilities include handling queries across channels, meeting SLA targets, and collaborating with internal teams to

Qualifications

• 1–3 years of hands-on customer support / guest service experience.
• Background 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

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
• 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 to unblock customer issues
• Stay updated on process changes and apply them accurately
• 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

Skills

Customer support

Guest service

Multi-channel support

CRM tools

Communication

Problem-solving

Ownership

Independence

Tools

CRM software

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 channelsHandle customer queries and complex cases with empathy, clarity, and closureEscalate thoughtfully when needed and follow through to resolutionSpot recurring issues and share feedback with leads / stakeholdersUse 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 ownFollow SOPs / playbooks and flag gaps that slow the team downCollaborate with internal partners (as guided) to unblock customer issuesStay 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 checksWork 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 experienceBackground 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 technologyImprove average revenue per user by increasing cross‑sell opportunitiesStrong 360 feedback from peer teams on how you support their goalsRespect 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.