CST - Executive/Sr Executive (Outbound Calling) - Lending
Top focus
About Us
Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.
Role - CST - Customer Support (outbound calling) Location - Noida This role is rotational and requires 6 days work from office
About The Role
We are looking for a highly motivated, empathetic, and results-driven Outbound Customer Support Agent to join our Paytm Postpaid (Digital Credit/BNPL) team. In this role, you will be the voice of Paytm, proactively reaching out to customers to assist them with onboarding, clear queries regarding their postpaid limits, resolve repayment/billing disputes, and ensure a seamless financial experience
Key Responsibilities
- Proactive Customer Engagement: Make outbound calls to existing and potential Paytm Postpaid users to guide them through account activation, limit enhancements, and feature adoption.
- Working on and resolving tickets.
- Dispute & Escalation Resolution: Address customer grievances regarding transaction failures, incorrect billing, or account blocks, ensuring end-to-end resolution.
- Feedback Collection: Gather customer feedback and insights during calls to help the product and engineering teams improve the Paytm Postpaid user journey.
- Data Logging & Compliance: Accurately log call dispositions, customer interactions, and follow-up updates in the internal CRM while strictly adhering to data privacy and financial regulatory guidelines.
- Key Skills & Qualifications: Education: Graduate Experience: 1 to 3 years of experience in an outbound calling, customer service, or tele-sales role Language Proficiency : Fluent in English and Hindi.
- Core Competencies: Excellent verbal communication and active listening skills.
- Good with chatgpt and AI prompts Strong negotiation and problem-solving abilities, especially when handling difficult or irate customers.
- High emotional intelligence and patience required for financial/credit-related conversations.
- Technical Skills: Familiarity with CRM software (like Salesforce, Freshdesk, or Zendesk), basic Microsoft Excel, and comfort navigating mobile applications.
- A collaborative output driven program that brings cohesiveness across businesses through technology 2.
- Improve the average revenue per use by increasing the cross-sell opportunities 3.
- A solid 360 feedback from your peer teams on your support of their goals4.
- Respect, that is earned, not demanded from your peers and manager Compensation: If you are the right fit, we believe in creating wealth for you.
- With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it.
- India’s largest digital lending story is brewing here.
- It's your opportunity to be a part of the story!