Team Lead - CST - Noida
Team Lead - CST - Noida
Posted on :
18-04-2025
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1 Vacancy
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Job Description
About Us:
Paytm is Indias 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. Paytms mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.
Job Summary:
We are seeking a highly motivated and experienced Team Lead to manage a team of Customer Experience Specialists within our Bus & Movies Line of ideal candidate will possess a strong understanding of operations management excellent analytical skills proven people management abilities and prior experience in managing customer support through a Key Account Management (KAM) role. This role is crucial in ensuring a smooth and positive experience for our bus & movie customers and partners.
Responsibilities:
Team Management:
Supervise coach and mentor a team of Customer Experience Specialists Team size 15 Members.
Conduct regular performance reviews identify training needs and create development plans.
Monitor team performance against key metrics (e.g. resolution timecustomer satisfaction scores first contact resolution).
Manage team schedules and ensure adequate staffing levels.
Foster a positive and collaborative team environment.
Customer Experience:
Ensure the team provides exceptional customer service across all channels (phone email chat social media).
Handle escalated customer issues and complex inquiries.
Identify and address trends in customer complaints and feedback.
Proactively identify opportunities to enhance the customer experience.
Operational Excellence:
Monitor key performance indicators (KPIs CSAT ReOpen Repeat FRT ART Service level adherence) and identify areas for improvement in operational efficiency.
Implement process improvements and best practices to enhance team productivity and customer satisfaction.
Strong collaboration with other departments (e.g. Business Development Team Bus operators/Movie Operators product engineering) to resolve customer issues and improve the platform.
Stay up to date on industry trends and best practices in customer service and bus operations.
Key Account Management (KAM):
Build and maintain strong relationships with key bus/Movies operator partners.
Act as the primary point of contact for assigned bus operators.
Address customer concerns and proactively identify opportunities to improve by collaborating with Bus partners/Cinema operators.
Work with the Business Development team and Partners to ensure seamless integration and smooth operations.
Negotiate service level agreements (SLAs) and ensure compliance.
Reporting and Analysis:
Prepare regular reports on team performance customer experience metrics and KAM activities.
Analyse data to identify trends and insights that can be used to improve customer service operational efficiency and operator relationships.
Use data to make informed decisions about resource allocation process
improvements and KAM strategies.
Qualifications:
Bachelors degree in a related field preferred.
Proven experience in managing and leading a team.
Sound knowledge of operations management principles and best practices.
Excellent analytical and problemsolving skills.
Strong communication and interpersonal skills.
Ability to work in a fastpaced environment and manage multiple priorities.
Proficiency in using CRM software and other customer service tools.
Experience in a Key Account Management (KAM) role is essential.
Strong customer focus and a passion for delivering exceptional customer service.
Preferred Qualifications:
Knowledge of Microsoft Office (Excel PowerPoint) and Google tools.
Familiarity with customer satisfaction metrics and measurement methodologies like
Service level Adherence Reopen rate FCR FRT CSAT and Escalation rate.
Employment Type
Full-Time
Key Skills
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