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

Job Description: CST Associate Blend Process (Voice & Non-Voice)

Location: Mumbai, India

Experience: 2-4 years

Working Days: 6 days a week

Shift Timing: Rotational Shifts

Role Overview:

We are looking for a highly motivated and dynamic CST Associate for the Blend Process to join our team in Mumbai. The role will include both voice and non-voice processes where you will be responsible for handling customer interactions and providing support through various communication channels. This is a 6-day working role with rotational shifts.

Key Responsibilities:

• Handle inbound and outbound customer calls for voice-based customer service support.
• Respond to customer queries, complaints, and requests via email, chat, and other digital channels (non-voice).
• Provide accurate information about products, services, policies, and procedures.
• Troubleshoot and resolve customer issues, escalating to senior teams when necessary.
• Maintain a high level of professionalism while ensuring customer satisfaction.
• Document customer interactions accurately and follow up as required.
• Collaborate with internal teams to improve service quality and customer experience.
• Meet performance targets (KPI & SLA) including quality, productivity, and customer satisfaction.
• Ensure adherence to company policies and processes in all customer interactions.

Skills & Qualifications:

• 2-4 years of relevant experience in a blend of voice and non-voice customer service roles.
• Excellent communication skills in English (both written and verbal).
• Strong problem-solving and troubleshooting skills.
• Ability to multitask and manage different types of customer queries efficiently.
• Knowledge of CRM tools and customer service platforms is a plus.
• Ability to work in a fast-paced environment with minimal supervision.
• Flexibility to work in rotational shifts, including weekends (6 days a week).
• Good interpersonal skills and a team player.

Preferred Qualifications:

• Prior experience in customer service or client-facing roles in a BPO or similar industry.
• Exposure to working in a customer-centric environment.
• Comfortable working in a diverse and dynamic team.