Social Escalations - Associate - Social CST

Paytm Payments Services; Dadri; On-site; INR 334,800 - 558,000; Full time

Job summary

A leading financial services company in India is seeking a candidate to manage customer interactions on social media, ensuring concerns are addressed effectively. The ideal candidate should have over a year of experience in social media escalations management and possess strong problem-solving skills. Applicants must have a drive for initiative and possess exceptional multi-tasking capabilities. This role demands an individual who can supervise campaigns while ensuring brand consistency in communication.

Qualifications

• 1+ years’ experience in handling customer concerns via social media.
• Ability to manage teams handling Chat/email Support.
• Strong communication skills to oversee social media interactions.

Responsibilities

• Handle customer concerns and complaints on social media platforms.
• Oversee management of campaigns ensuring brand consistency.
• Supervise social media interactions for positive customer service.

Skills

High level of drive, initiative, and self-motivation

1+ years’ experience in social media escalations management

Exceptional multi-tasking skills

Strong problem-solving skills

Education

Any Graduate

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.