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Quality Analyst / Customer Service - TL - Paytm First Games



IT, Customer Service, Quality Assurance
Noida, Uttar Pradesh, India
Posted on Thursday, February 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.
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.
Graduation is compulsory.
Why join us?
A collaborative output driven program that brings cohesiveness across businesses through technology.
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!