Paytm
Job Summary: We are seeking a highly motivated and experienced Team Lead to manage a team of Customer Experience Specialists within our Flights Line of Business. The ideal candidate will have a strong understanding of the travel industry excellent analytical skills, and proven people management abilities. This role is critical in ensuring a seamless and positive experience for our customers booking flights through our platform.
Team Management: ● Supervise, coach, and mentor a team of Customer Experience Specialists [Team of 15 Members]. ● Conduct regular performance reviews, identify training needs, and create development plans for team members. ● Monitor team performance against key metrics (e.g., resolution time, customer satisfaction scores, first call resolution). ● Manage team schedules and ensure adequate staffing levels to meet customer demand. ● 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 improve the customer experience. Operational Excellence: ● Monitor key performance indicators (KPIs) and identify areas for improvement in operational efficiency. ● Implement process improvements and best practices to enhance team productivity and customer satisfaction. ● Collaborate with other departments (e.g., product, engineering, growth and finance) to resolve customer issues and improve the platform. ● Stay up-to-date on industry trends and best practices in customer service. Reporting and Analysis: ● Prepare regular reports on team performance and customer experience metrics. ● Analyse data to identify trends and insights that can be used to improve customer service and operational efficiency. ● Use data to make informed decisions about resource allocation and process improvements.
● Bachelor’s degree in a related field preferred. ● Minimum of 3-4 years of experience in customer service, preferably in the travel industry. ● Proven experience in managing and leading a team. ● Good to have - travel industry background. ● Excellent analytical and problem-solving skills. ● Strong communication and interpersonal skills. ● Ability to work in a fast-paced environment and manage multiple priorities. ● Proficiency in using CRM software and other customer service tools. ● 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, Re-open rate, FCR, FRT, CSAT and Escalation rate. Why Join Us: 1. A collaborative output driven program that brings cohesiveness across businesses through technology 2. Improve the average revenue per use by increasing the cross-sell opportunities 3. A solid 360 feedback from your peer teams on your support of their goals 4. Respect, that is earned, not demanded from your peers and manager Compensation : If you are the right fit, we believe in creating wealth for you With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!