CST - Team Lead - Social CST

Job description

**About Us:** 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:** Social CST Team comprises service associates who help customers through their journey on Paytm, help them have a good experience of Paytm services. **About the role:** Candidate has to handle concerns and complaints raised by the customers on day-to-day basis on multiple social media platforms and make sure the daily task is being closed within the defined TAT with good customer experience. **Expectations/ Requirements:** ● Resolving day-to-day queries of the merchants via chat/call. ● Oversee day-to-day management of campaigns and ensure brand consistency. ● Ensure brand consistency in copy through tone, voice, and terminology. ● Supervise all aspects of social media interaction between customers and the company, and ensure a positive customer service experience. ● Developing and implementing a timeline to achieve targets. ● Previous experience in team handling Chat/email Support. **Superpowers/ Skills that will help you succeed in this role:** ● High level of drive, initiative, and self-motivation ● 1+ years’ experience in social media escalations management ● Exceptional multi-tasking skills ● Strong problem-solving skills **Educational Qualification:** Any Graduate.