Social Media Escalation- Associate/Sr Associate

Operations & Support – Customer Service Team (CST)
Multiple cities, India
February 14, 2023

Job Overview

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: 
CST Team comprises customer service agents who help customers pay bills, review or make changes to accounts, handle returns and answer frequently asked questions.
About the role:
Candidate has to handle concerns and complaints raised by the Customers 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 customer on our social media handles.
● 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.
● conducting training of team members to maximize their potential.
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.
Why join us:
● A collaborative output driven program that brings cohesiveness across businesses through technology
● Improve the average revenue per use by increasing the cross-sell opportunities
● A solid 360 feedback from your peer teams on your support of their goals
● Respect, that is earned, not demanded from your peers and manager
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.

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