CST - Executive/Associate

About the role

Associate, Customer Experience (CST Business)

Paytm is India's leading mobile payments and financial services distribution company. As the pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. The company's 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 Associate for Customer Experience within our CST Business. The ideal candidate ensures a seamless and positive experience for our customers booking through our platform. This role demands ownership of the end-to-end customer journey, with a focus on solving problems calmly and effectively. Teams across the organization will rely on your steady voice when issues escalate across multiple channels. You will interpret patterns in customer complaints and feedback, translating them into tangible improvements in interaction quality on a daily basis. This position is suited for individuals who value precision and who seek visible, measurable impact in service quality.

Responsibilities

Ensuring exceptional customer service across all channels is the core function of this role. You will handle escalated customer issues and complex inquiries with professionalism and empathy. A key part of your duty involves identifying and addressing trends in customer complaints and feedback to prevent future occurrences. You will demonstrate proficiency in using CRM software and other customer service tools, proactively identifying opportunities to enhance the overall customer experience.

Operational excellence will be driven by your ability to implement process improvements and best practices designed to boost team productivity and customer satisfaction. You will collaborate closely with other departments, including product, engineering, growth, and finance, to resolve customer issues and contribute to platform improvements. Staying current on industry trends and best practices in customer service is essential to maintaining high standards.

Qualifications

Success in this role requires strong collaboration skills to work effectively with other departments to resolve customer issues and improve the platform. You must possess strong expertise with GDS tools, specifically Amadeus and Galileo. A solid understanding of ticketing, refunds, cancellations, reissues, and PNR checks is mandatory. Candidates preferred from the flights or aviation industry are valued for their contextual knowledge, which speeds resolution. You are expected to stay up to date on industry trends and best practices in customer service to ensure organizational practices align with market expectations.

Why Join Us

Joining Paytm offers a unique opportunity to contribute to a collaborative, output-driven program that brings cohesiveness across businesses through technology. You will play a role in improving the average revenue per user by increasing cross-sell opportunities. The environment provides a solid 360-degree feedback loop from peer teams regarding your support of their goals. Respect is earned here; it is not demanded from your peers or manager, creating a culture of mutual appreciation.

Compensation

If you are the right fit, we believe in creating wealth for you. With 500 million+ registered users, 21 million+ merchants, and the depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers and merchants. We are committed to this mission. India's largest digital lending story is brewing here, and this is your opportunity to be a part of that narrative.

Key Facts

What You'll Do

You will design intake steps that clarify booking details before issues escalate. You will build workflows in CRM so that information flows clearly between product and support teams. Reviewing interactions will help you spot recurring themes and suggest focused improvements. You will ship process changes with operations to reduce friction for travelers. Partnering with growth and finance will ensure solutions align with business priorities. You will champion standards that keep service consistent across every contact method. Mapping end-to-end paths will ensure handoffs between teams happen without confusion. You will guide colleagues on rules for refunds, cancellations, and reissue procedures.

Requirements

You must know how GDS tools like Amadeus and Galileo inside out. Understanding of ticketing, refunds, cancellations, reissues, and PNR checks is essential. Experience in flights or aviation is preferred because context speeds resolution. You stay current with service norms so that your practices match industry expectations.