Customer Operations • Mid-Level

Who you are

You have experience in the travel industry, ideally as a travel consultant or in a similar role, with a strong understanding of ticketing, refunds, and reissuance processes. Your knowledge of Galileo and Amadeus is mandatory, allowing you to perform essential operations efficiently. You are customer-focused and service-oriented, always striving to provide the highest quality of customer experience to Paytm users. You understand domestic and international travel requirements, particularly for low-cost carriers (LCC), and can effectively address customer queries with suitable resolutions.

You are also capable of coaching and mentoring junior resources and colleagues, fostering a collaborative team environment. Your accountability for key performance indicators, such as customer satisfaction (CSAT) and productivity metrics, drives you to excel in your role. You thrive in a dynamic environment, operating within a 24-hour, six-day workweek, and are flexible with multiple shift options.

What you'll do

In this role, you will deliver an extraordinary travel experience for our B2C consumers by providing first-hand resolutions to their queries. You will be responsible for managing operations related to ticketing, refunds, and reissuance using Galileo and Amadeus systems. Your expertise will help streamline processes and enhance customer satisfaction. You will also work on Freshdesk tickets and handle phone inquiries for both GDS and LCC airlines, ensuring that all customer interactions are handled with care and professionalism.

You will collaborate with your team to develop strategies that drive new business and make travel a profitable entity for Paytm. Your role will involve analyzing customer feedback and performance metrics to identify areas for improvement. You will coach and develop junior team members, sharing your knowledge and experience to help them grow in their roles. Your contributions will play a vital role in shaping the customer experience and achieving the team's objectives.

What we offer

At Paytm, we believe in creating wealth for our employees and providing opportunities for growth. You will be part of a company with over 500 million registered users and 21 million merchants, positioned uniquely to democratize credit for deserving consumers and merchants. Join us in our mission to serve half a billion Indians and bring them into the mainstream economy through technology. We offer a competitive compensation package and a supportive work environment where your contributions are valued.