- Role: Senior Associate Customer Service
- Location: Mumbai (All Areas)
- Company: Paytm
- Salary: ₹4-5.5 Lacs P.A
- Qualifications: Any Graduate
- Experience: 3 – 5 years
- Employment Type: Full Time, Permanent
Senior Associate Customer Service Position Overview:
The Senior Associate Customer Service at Paytm Money is a pivotal role designed to keep and raise the company’s client experience requirements. The role seeks a character with 3-five years of experience in customer support, ideally inside the economic services or fintech enterprise. The decided-on candidate may be answerable for coping with purchaser queries through multiple channels, fixing complex problems, and ensuring the patron’s journey with Paytm Money is seamless and pleasurable.
As a part of the customer service group, the man or woman can even contribute to improving internal methods and mentoring junior crew contributors. This role offers a perfect possibility for specialists who thrive in excessive-strain environments, are consumer-targeted, and feature an ardor for the fintech enterprise.
Key Responsibilities:
1. Lead and Support the Customer Service Team:
- As a Senior Associate, you will play a management role inside the group, coordinating sports to satisfy client satisfaction goals.
- You may even mentor a junior team of workers, ensuring they are competently skilled to meet Paytm Money’s provider standards.
- Additionally, you may be required to help your team by sharing quality practices and offering recommendations when needed.
2. Monitor and Achieve KPIs:
- A crucial duty will be to monitor the performance of the customer service crew in opposition to Key Performance Indicators (KPIs).
- You will actively song metrics such as average response times, client pride scores (CSAT), first touch decision, and phone exceptional.
- By doing so, you’ll perceive regions of development and ensure the team consistently meets the high requirements predicted by the business enterprise and its clients.
3. Handle Complex Customer Queries:
- You could be responsible for resolving escalated or complex consumer problems that require extra knowledge than a standard partner can offer.
- The nature of the queries ought to vary from troubles related to inventory buying and selling, mutual finances, or different funding products supplied with the aid of Paytm Money.
- The capacity to apprehend client wishes and offer quick and effective solutions is prime in this role.
4. Enhance Internal Processes:
- The Senior Associate might be expected to become aware of possibilities for internal system improvement.
- Streamlining workflows, improving expertise management, and identifying unusual client pain points will be essential to improving the overall consumer experience.
- Ensuring that well-known operating approaches (SOPs) are documented and maintained is also part of the activity.
5. Evaluate Customer Feedback:
- Customer comments are important in making sure that Paytm Money continues to satisfy the needs of its users.
- In this position, you may often evaluate feedback acquired via customer surveys, social media, and other channels to become aware of areas of improvement.
- You will ppaintclosely with other departments to enhance problems, endorse solutions, and implement adjustments that beautify the consumer revel.
6. Reporting:
- Producing normal reviews on customer service metrics is an integral part of the role.
- The reviews will be used to research traits, evaluate the team’s overall performance, and suggest actionable upgrades to upper control.
- You will also provide particular insights into unique areas consisting of consumer retention, the effectiveness of email or chat processes, and the performance of non-voice support capabilities.
Requirements:
Experience:
Three to five years of revel in customer service is required, with a choice for the ones who have worked in monetary offerings or fintech. Experience with investment products, mutual funds, or inventory buying and selling may be an introduced advantage.
Communication Skills:
Excellent verbal and written verbal exchange capabilities are important, as you may be interacting with customers across multiple touchpoints, together with e-mail assist, chat, and non-voice strategies.
Problem-Solving:
Strong problem-fixing abilties and the ability to make selections below strain are critical for this position. You have to be able to suppose speedy and resolve issues efficiently.
Technical Proficiency:
Familiarity with consumer courting control (CRM) software and different customer support tools is needed.
Customer-Centric Approach:
The candidate has to have a strong purchaser-first mindset and is committed to delivering high-quality service.
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Education:
A Bachelor’s diploma in any field is needed, though extra certifications in customer service or related areas will be beneficial.
Preferred Qualifications:
1. Experience with Financial Products:
Candidates with enjoyment in investment products, mutual funds, or stock buying and selling are desired as they may be better geared up to deal with the unique queries Paytm Money’s clients would possibly have.
2. Independent Work Capabilities:
The ability to paint independently and manipulate high-stress conditions is a key qualification for this position.
Key Skills:
- Blended Process Management: Experience managing both voice and non-voice procedures (e-mail chat guide).
- Customer Satisfaction (CSAT): A verified song document of maintaining or improving consumer satisfaction tiers.
- Call Quality and Customer Retention: Experience dealing with nice assurance for calls and keeping customers via imparting personalized and powerful answers.
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