Customer Service Associate
- Paytm
- 0 - 4 years
- Noida, Gurugram
- 1 month ago
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Job Description
About Us Paytm is India's payment Super App offering consumers and merchants most comprehensive payment services. Pioneer of mobile QR payments revolution in India, today, Paytm is Indias largest payment company by Users, Merchants, Payment Transactions and Revenue.
Paytms mission is to drive financial inclusion in India and bring half a billion Indians into the mainstream economy through technology-led financial Services. Paytm enables commerce for small merchants and distributes various financial services offerings to its consumers and merchants in partnership with financial institutions.
Paytm has been a pioneer in the merchant space by introducing innovative solutions like QR codes to accept payments and Sound-box to recon payments by voice alerts. We are also distributing loans to these partners via our Paytm for Business App.
Key Responsibilities
Customer Interaction & Support
- Handle inbound and outbound customer calls related to insurance products to resolve queries, complaints, and requests.
- Respond to customers via email and chat channels (non-voice) within established SLAs.
- Provide accurate information on insurance services, policies, claims, renewals, coverage details, premium payments, and related processes.
- Troubleshoot issues and guide customers through policy terms and product features.
- Offer empathetic, professional, and compliant support across all interactions.
Documentation & Process Compliance
- Record and update customer interactions, resolutions, and follow-ups in the CRM/system.
- Ensure adherence to process guidelines, service quality standards, and data integrity.
- Escalate complex issues to senior support teams or relevant departments as needed.
Performance & Quality
- Meet defined KPIs & SLAs including quality, productivity, turnaround times, and customer satisfaction (CSAT).
- Collaborate with internal teams (operations, product, underwriting) to improve service delivery and customer experience
Job Classification
Industry: FinTech / PaymentsFunctional Area / Department: BFSI, Investments & TradingRole Category: General InsuranceRole: Insurance Operations ExecutiveEmployement Type: Full timeContact Details:
Company: PaytmLocation(s): Noida, Gurugram
Keyskills: Customer Service Email Support Customer Support Non Voice Process Voice Process Non Voice Email Process
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