About us: paytm is india’s leading digital payments and financial services company, which is focused on driving consumers and merchants to its platform by offering them a variety of payment use casesPaytm provides consumers with services like utility payments and money transfers, while empowering them to pay via paytm payment instruments (ppi) like paytm wallet, paytm upi, paytm payments bank netbanking, paytm fastag and paytm postpaid - buy now, pay laterTo merchants, paytm offers acquiring devices like soundbox, edc, qr and payment gateway where payment aggregation is done through ppi and also other banks’ financial instrumentsTo further enhance merchants’ business, paytm offers merchants commerce services through advertising and paytm mini app storeOperating on this platform leverage, the company then offers credit services such as merchant loans, personal loans and bnpl, sourced by its financial partnersAbout the role: efficiently manage all customer queries/ complaints across all sources as per agreed slaTake complete ownership of customer issues end to end.track and drive key kpis – fcr, ftr, sla, aht, repeat, quality, cost efficiency metrics, etcIdentify gaps/ bugs in any process impacting customers, streamline and fix the gapsWork closely with various functional teams and ensure great customer experience end to end across all stages and channelsCollect feedback, drive meaningful insights from customers for improvements, build customer centricity attitude across all teamsDesign, develop & facilitate training programs for all locations including partner centersContinuously update knowledge on various product offering/process and regulatory changes and stay ahead of the curve for quick resolutionsFlexible to work on weekend/ shiftsAccountable for team performanceManage a team size of 20-25 in house team members and 100 plus from vendor locationEnsure smooth functioning of cs operations at vendor locations including quality & trainingManage partners & align them to business objectivesShould use data & insights to understand customer issues and work towards solutionsEnsure all regulatory and compliance reports are done on timeClose coordination with compliance teams & following the guidelines is critical expectations/ requirements
Minimum 15 years’ experience in operations/customer service of which 4-5 years of customer service is mandatory.
Should have excellent management skills in addition to problem solving skills.
Hands on experience in crm software/cs platforms like sales force/fresh desk/ etcMandatory.
Experience in financial service or wealth management organizations is preferred.
Should have good knowledge about wealth products.
Should have good written and verbal communication skills
Experience in broking branch operations, equity is preferable.
Should have managed a large team.
Basic ms office especially excel knowledge is required.
Should be analytical & should have worked on data.
Superpowers/ skills that will help you succeed in this role
Maintain positive, empathetic and professional attitude towards customers at all times
Good interpersonal skills
Should be result oriented
Team management skills
Why join us: we give immense opportunities to make a difference, and have a great time doing thatYou are challenged and encouraged here to do meaning work for yourself and customers/clients we are successful, and our successes are rooted in our people`s collective energy and unwavering focus on the customer, and that`s how it will always be 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 itIndia’s largest digital lending story is brewing hereIt’s your opportunity to be a part of the story!