CST Associate

About the Role

As a CST Associate at Paytm Money, you will be part of the Customer Support Team, providing top-tier service to users and resolving their issues effectively. This role requires excellent communication skills and a customer-first mindset to ensure a positive experience for all Paytm Money customers.

Job Details

Experience: 2-4 years of experience in customer support or client servicing, preferably in financial services or fintech.

Responsibilities

• Customer Query Handling: Respond to customer inquiries related to mutual funds, equity trading, account setup, and other financial products offered on the Paytm Money platform.
• Resolve customer queries through multiple channels (email, chat, phone) in a timely and professional manner.
• Maintain a high level of customer satisfaction by providing accurate and timely information.
• Issue Resolution: Troubleshoot and resolve user issues related to account operations, transactions, KYC processes, etc.
• Work closely with the technical and product teams to escalate and resolve complex issues or bugs that affect customers.
• Track and follow up on pending customer issues to ensure quick and effective resolution.
• Customer Feedback & Improvements: Record customer feedback and insights, and share them with relevant teams for continuous product and service improvement.
• Identify trends in customer queries and work on improving processes to minimize recurring issues.
• Documentation & Reporting: Maintain logs of customer interactions, issues, and resolutions in the CRM system.
• Prepare daily/weekly reports on customer queries, escalations, and overall service levels.
• Analyze the data to provide actionable insights and recommendations to improve customer experience.
• Compliance & Process Adherence: Ensure all customer interactions are handled in line with regulatory guidelines and company policies.
• Follow protocols for handling sensitive financial and personal information.
• Stay updated on product knowledge, processes, and industry regulations to provide accurate information to customers.
• Collaboration & Cross-functional Support: Collaborate with internal teams including sales, marketing, compliance, and product to resolve customer issues.
• Work with external vendors/partners, if required, to ensure smooth operations and customer experience.
• Skills &

Qualifications

Educational Background: Bachelor’s degree in any discipline, preferably in Finance, Business, or related fields.