Paytm Hiring for Customer service team- Assistant Manager at Noida, Uttar Pradesh, India Full Time

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:

The Customer Service Assistant Manager is responsible for the overall direction, coordination, quality and productivity of the Customer Service center. He/she will work closely with front line staffs, support departments, internal stakeholders, and the management in support of business needs.

Expectations/ Requirements:

• Develop objectives for the call canter’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyse call-centre statistics (FRT, ART,AHT,CSAT, Reopen %,FTR)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Evaluate performance with key metrics (FRT, ART, AHT,CSAT, Reopen %,FTR)
• Prepare reports for different departments or upper management Requirements
• Proven experience as call centre Assistant manager or similar position
• Should have team handling experience
• Knowledge of performance evaluation and customer service metrics

Superpowers/ Skills that will help you succeed in this role:

• Ability to work independently
• Comfortable in a fast-paced and rapid-growth environment
• Superior organizational and multitasking abilities
• Problem Solving skills
• Attention-to-detail
• Ownership over assigned tasks to be completed in a timely and thoughtful manner

Educational Qualification:

Graduation in any stream/field (B. Tech will be preferable)

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 to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!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 it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!