Senior Associate-Customer Service-Paytm Money-Broking experience only

About Paytm Money:

Paytm Money is Indias largest investment platform, offering a range of financial products and services. We are committed to providing exceptional customer experiences and are looking for dedicated professionals to join our team.

Position Overview:

We are seeking an experienced Customer Service Associate to join our team. The ideal candidate will have 3-5 years of experience in customer service, preferably within the financial services or fintech industry. The role involves handling customer inquiries, resolving issues, and ensuring a high level of customer satisfaction.

Key Responsibilities:

• Role Definition: The Customer Service Team Leader develops and delivers the service levels required to
• provide the customer with the best experience possible, to stimulate customer retention and generate
• additional opportunities. The Team Leader leads the customer service team to consistently exceed the
• customers expectations and provides transparent communication and information.
• Key Responsibilities:
• The list of responsibilities below is not definitive and is subject to change as the business needs
• deem necessary.
• You may be required to undertake differing tasks within your capability.

General and Task Management

• Identify opportunities to enhance internal processes that promote best practice and lead to overall

performance improvement and organizational efficiency.

• Coordinate the activities of the Customer Service team; provide support and advice to team members.
• Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an

excellent service to customers.

• Evaluate customer feedback and identify ways to maximise customer satisfaction.
• Ensure that standard operating procedures are documented and maintained. •Produce written reports

Requirements:

• Experience: 3-5 years of experience in a customer service role, preferably in the financial services or fintech sector.
• Communication Skills: Excellent verbal and written communication skills with the ability to interact effectively with customers and colleagues.
• Problem-Solving: Strong problem-solving skills and the ability to think critically and make decisions in a fast-paced environment.
• Technical Proficiency: Familiarity with CRM software and customer service tools.
• Customer-Centric: A customer-focused approach with a commitment to delivering exceptional service.
• Education: Bachelor's degree in any field; additional certifications in customer service or related areas will be a plus.

Preferred Qualifications:

• Experience with investment products, mutual funds, or stock trading.
• Ability to handle high-pressure situations and work independently.