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Remote role · hotel-op

Hotel Operations - Executive/Senior Executive - Paytm Travel

Paytm

onsite,Noida, Uttar PradeshCustomer ServiceFull-time
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

Paytm is seeking a CST Associate to join the Customer Experience team within Paytm Travel. The role focuses on delivering customer service across phone, email, chat, and social channels for hospitality-related inquiries, with additional responsibilities including day-to-day operations and learning travel platform support.

What you need

  • 1–3 years of hands-on customer support / guest service experience
  • Background preferred from hotels or hospitality (front office, reservations, guest relations, hotel contact centre, hotel OTA / travel-hotel support, or similar)
  • Strong communication, problem-solving, and ownership as an individual contributor
  • Comfort with CRM tools and multi-channel support (phone / email / chat)
  • Willingness to learn travel-domain processes and tools quickly

What you will own

  • Deliver exceptional service across phone, email, chat, and social channels to handle customer queries and complex cases with empathy, clarity, and closure
  • Escalate thoughtfully when needed and follow through to resolution; spot recurring issues and share feedback with leads/stakeholders
  • Meet quality, productivity, and SLA expectations for the queue owned; follow SOPs/playbooks and flag process gaps
  • Collaborate with internal partners to unblock customer issues and stay updated on process changes
  • Support booking and post-booking journeys on the travel platform after training, including modifications, cancellations, refunds, and related checks
  • Use CRM and customer-service tools effectively to document and resolve cases
Core skills
Customer SupportHotel OperationsCRM ToolsMulti-channel SupportTravel DomainGuest Relations
Internal freshness window ends Oct 22, 2026
View source evidence
  • summary “We are looking for a CST Associate (Individual Contributor) to join our Customer Experience team within the CST Travel business.”
  • responsibilities “Deliver exceptional service across phone, email, chat, and social channels”
  • responsibilities “Meet quality, productivity, and SLA expectations for the queue you own”
  • must_have “1–3 years of hands-on customer support / guest service experience”
  • must_have “Background preferred from hotels or hospitality (front office, reservations, guest relations, hotel contact centre, hotel OTA / travel-hotel support, or similar)”
  • must_have “Comfort with CRM tools and multi-channel support (phone / email / chat)”
  • nice_to_have “Prior OTA, travel marketplace, customer-support exposure”
  • location “onsite, Noida, Uttar Pradesh”
  • seniority “Hotel Operations - Executive/Senior Executive - Paytm Travel”
customer supporthotel operationscrm toolsmulti-channel support
Role brief
About UsPaytm 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. Our mission is to serve half a billion Indians and bring them into the mainstream economy with the help of technology.
Job SummaryWe are looking for a CST Associate (Individual Contributor) to join our Customer Experience team within the CST Travel business. Ideal candidates come from hotel / hospitality customer support — front office, guest relations, reservations, hotel contact centre, or hotel OTA support — and can deliver calm, clear service across phone, email, chat, and social.

Key ResponsibilitiesCustomer ExperienceDeliver exceptional service across phone, email, chat, and social channelsHandle customer queries and complex cases with empathy, clarity, and closureEscalate thoughtfully when needed and follow through to resolutionSpot recurring issues and share feedback with leads / stakeholdersUse CRM and customer-service tools effectively to document and resolve casesDay-to-day operationsMeet quality, productivity, and SLA expectations for the queue you ownFollow SOPs / playbooks and flag gaps that slow the team downCollaborate with internal partners (as guided) to unblock customer issuesStay updated on process changes and apply them accuratelyTravel platform support (trainable)Support booking and post-booking journeys on our travel platform (with training)Learn and apply processes for modifications, cancellations, refunds, and related checksWork confidently with CRM and travel ops tools used by the CST team

Qualifications (must-have)1–3 years of hands-on customer support / guest service experienceBackground preferred from hotels or hospitality (front office, reservations, guest relations, hotel contact centre, hotel OTA / travel-hotel support, or similar)Strong communication, problem-solving, and ownership as an individual contributorComfort with CRM tools and multi-channel support (phone / email / chat)Willingness to learn travel-domain processes and tools quickly

Good to havePrior OTA, travel marketplace, customer-support exposure Hotel booking / modification / cancellation / supplier-coordination experience on digital platforms
Why Join UsA collaborative, output-driven program that connects businesses through technologyImprove average revenue per user by increasing cross-sell opportunitiesStrong 360 feedback from peer teams on how you support their goalsRespect that is earned, not demanded, from peers and managers
CompensationIf you are the right fit, we believe in creating wealth for you. With 500 mn+ registered users, 21 mn+ merchants, and deep ecosystem data, we are uniquely placed to democratize credit for deserving consumers and merchants — and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be part of that story.