Remote role · cst-exec

CST - Executive/Associate - Paytm Travel (Flights)

Paytm

onsite,Bengaluru, Karnataka Customer Service Full-time

Checked 7 hours ago

Before you apply

Role details

The practical picture

Employment: Full-time

Role signal brief

The role, at a glance

Extracted from the source posting · 85% confidence

This onsite role at Paytm is for a Customer Experience Executive/Associate specializing in the Travel (Flights) division. The candidate will manage escalated customer issues, analyze feedback trends, and collaborate with cross-functional teams to improve service delivery. Strong expertise in GDS tools and flight ticketing operations is required for this Bengaluru-based position.

What you need

Strong expertise with GDS tools (Amadeus, Galileo)
Understanding of ticketing, refunds, cancellation, reissue, and PNR check
Proficiency in CRM software
Experience in customer service across phone, email, chat, and social media

What you will own

Handle escalated customer issues and complex inquiries across phone, email, chat, and social media channels
Identify and address trends in customer complaints and feedback
Implement process improvements and best practices to enhance team productivity and customer satisfaction
Collaborate with product, engineering, growth, and finance departments to resolve customer issues and improve the platform

Core skills

GDS Tools (Amadeus, Galileo)CRM SoftwareCustomer Experience ManagementFlight Ticketing & PNR Operations

gds tools (amadeus, galileo)crm software customer experience management flight ticketing & pnr operations

Role brief

About Us: 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.
Job Summary: We are seeking a highly motivated Associate for Customer Experience within our CST Business. The ideal candidate ensures a seamless and positive experience for our customers booking through our platform.
Responsibilities: Customer Experience: Ensure exceptional customer service across all channels (phone, email, chat, social media). Handle escalated customer issues and complex inquiries. Identify and address trends in customer complaints and feedback. Proficiency in using CRM software and other customer service tools. Proactively identify opportunities to improve the customer experience.
Operational Excellence: Implement process improvements and best practices to enhance team productivity and customer satisfaction. Collaborate with other departments (e.g., product, engineering, growth and finance) to resolve customer issues and improve the platform. Stay up to date on industry trends and best practices in customer service.
Qualifications Collaborate with other departments to resolve customer issues and improve the platform. Strong expertise with GDS tool(Amadeus , Galileo) Understanding of ticketing , refunds , Cancellation , Reissue , PNR check Candidates preferred from flights / aviation industry Stay up to date on industry trends and best practices in customer service.
Why Join Us: 1. A collaborative output driven program that brings cohesiveness across businesses throughtechnology 2. Improve the average revenue per use by increasing the cross-sell opportunities3. A solid 360 feedback from your peer teams on your support of their goals4. 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 ourecosystem, 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’syour opportunity to be a part of the story!