Team Management & Supervision
Lead and manage a team of customer service representatives.
Allocate tasks, monitor team performance, and ensure service level targets are met.
Customer Support Oversight
Handle escalated customer issues and ensure quick, satisfactory resolution.
Maintain high levels of customer satisfaction and service quality.
Performance Monitoring
Track KPIs such as response time, resolution rate, and CSAT (Customer Satisfaction Score).
Prepare regular performance reports and suggest improvements.
Training & Development
Provide coaching, mentoring, and ongoing training to team members.
Ensure the team stays updated on new products, tools, and service procedures.
Process Improvement
Identify recurring issues and recommend process enhancements.
Coordinate with internal teams (Operations, Sales, Product, Tech) to resolve service gaps.
Reporting & Documentation
Maintain accurate records of service requests and resolutions.
Prepare daily/weekly reports for management review.
Bachelor’s degree (preferred in Business, Management, or similar field).
2–6 years of experience in customer service, operations, or team leadership.
Strong communication and interpersonal skills.
Excellent problem-solving and decision-making abilities.
Proficiency in CRM tools and MS Office applications.
Leadership skills to motivate and manage a team effectively.
Attractive base salary based on experience.
Performance-based bonuses or monthly incentives tied to customer satisfaction and team targets.
Comprehensive medical, life, and accidental insurance coverage.
Access to wellness programs and employee assistance support.
Fixed working hours or shift-based scheduling.
Paid leaves, casual leaves, and annual holidays.
Some roles may offer hybrid / remote flexibility (depending on company policy).
Ongoing leadership and customer service training.
Opportunities to learn CRM tools, communication, and process management.
Pathways for internal promotions and professional certifications.
Clear progression to roles like:
Service Manager
Operations Manager
Customer Experience Lead
Regional Service Head
Exposure to managing cross-functional teams and larger service operations.
Employee of the Month / Quarter awards for top performers.
Recognition for maintaining high customer satisfaction and team performance.
Mobile & Internet allowance (for communication with customers).
Employee discounts on company services (e.g., Paytm products, travel, etc.).
Celebrations, team outings, and engagement activities.
Paytm (an acronym for Pay Through Mobile) is India’s leading digital payments and financial services platform, operated by One97 Communications Ltd. Founded in 2010 by Vijay Shekhar Sharma, Paytm has transformed how Indians pay, shop, invest, and man... Read More