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Quality Analyst / Customer Service - TL - Paytm First Games

Paytm

Paytm

IT, Customer Service, Quality Assurance
Noida, Uttar Pradesh, India
Posted on Feb 1, 2024
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.
Job Details:
- 6 Days Working
- Roaster Off
- Rotational Shifts
- Office Location: Paytm Office, One Skymark, Sector 98 Noida, Tower-D, Plot no H-10 B, Noida, Uttar Pradesh 201301
About the Role:
The candidate will be responsible for maintaining a high and consistent level of customer support quality to users.
Expectations/Requirements:
1. Work with vendors for continuous improvement in all the customer success key metrics.
2. Gather and analyze customer success metrics on daily basis (FRT, ART, AHT, CSAT, Reopen %, FTR).
3. Audit responses provide by associates to customers for accuracy, adherence to SOP.
4. Address and resolve concerns raised by external vendors in a timely and effective manner.
5. Escalate issues raised by associates to respective departments for resolution.
6. Proven experience as a customer success team leader or in a similar role.
7. Experience of working on tickets in Freshdesk.
Superpowers/Skills Required:
1. High level of drive, initiative, and self-motivation.
2. 1-2 years of team management and vendor management experience.
3. Comfortable in a fast-paced, rapidly growing environment.
4. Exceptional multitasking skills.
5. Strong problem-solving abilities.
6. Ability to work independently with great attention to detail.
Education:
Graduation is compulsory.
Why join us?
A collaborative output driven program that brings cohesiveness across businesses through technology.
Compensation:
If you are the right fit, we believe in creating wealth for you.
With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!