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. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.

About the team:

CST Team comprises customer service agents who help customers pay bills, review, or make changes to accounts, handle returns and answer frequently asked questions.

Expectations/ Requirements:

Ensure the quality of customer service

Review readiness for the new product / process launches

Testing processes/ controls for processes to ensure adherence

Review consistency in practices to enable uniform and seamless operations

Lead follow-up and closure of audit / risk issues

Focus on regulatory compliances

Special assignments to ensure customer delight is maintained at each LOB

Ensure high levels of operational efficiencies are achieved within reasonable costs

Support identification of defects and opportunities across customer journeys and provide recommendations for improvement

Support digital transformation and other transformation programs

Interacting with customers directly to gather feedback and leveraging their input to suggest changes in processes

Skills and Competencies:

Post Grad/MBA or any masters degree

Experience in Digital Services and First Hand expertise in Service Excellence Framework Implementation.

Change Management professional

Program Management of organization level cross functional programs

Understanding of end-to-end customer life cycle

Experience in driving customer VOC based improvement

Ability to influence Functional/ Department heads and take decisions

Consultative, problem solving background

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