Hotel Operations - Executive/Senior Executive - Paytm Travel

Job description

**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. Our mission is to serve half a billion Indians and bring them into the mainstream economy with the help of technology. **Job Summary** We 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 Responsibilities** **Customer Experience** Deliver 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 cases **Day-to-day operations** Meet 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 accurately **Travel 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 contributor**Comfort with CRM tools and multi-channel support (phone / email / chat)Willingness to learn travel-domain processes and tools quickly **Good to have** Prior OTA, travel marketplace, customer-support exposure Hotel booking / modification / cancellation / supplier-coordination experience on digital platforms **Why Join Us** A 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 **Compensation** If 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.