Paytm – Lead – Customer Experience & Service (10-14 yrs)
Responsibilities:
– Customer Communication across multiple platforms and languages
– Generate quality content to increase awareness level of customers and build their trust on platform while reducing volume of queries
– Make and Implement SOPs for handling queries
– Agent/Agency Management
– Increasing automation in customer communication and servicing
KPIs: CSAT and NPS; % Reduction in agents q-o-q
Desired Skills and Experience:
– Person needs to have strong content writing and management capabilities as we believe customer communication is a core part of customer service
– Should have managed CST operations at scale (1 lakh queries per day)
– Should have managed automation centric CST platform
– Person should have ability to get product and tasks requirement defined from relevant business and product teams