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CST Operations - Executive/Sr. Executive - Paytm Travel CST (Flights)

Paytm· Operations & Support – Travel
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BengaluruFull-timePosted 11mo ago

About the role

Role involves ensuring customer satisfaction and operational excellence in the flight booking sector using GDS systems, with focus on customer experience, operational efficiency, and data analysis.

Responsibilities

  • Ensure the team provides exceptional customer service across all channels (phone, email, chat, social media).
  • Handle escalated customer issues and complex inquiries.
  • Identify and address trends in customer complaints and feedback.
  • Proactively identify opportunities to improve the customer experience.
  • Monitor key performance indicators (KPIs) and identify areas for improvement in operational efficiency.
  • Implement process improvements and best practices to enhance team productivity and customer satisfaction.
  • Collaborate with other departments (e.g., product, engineering, growth, and finance) to resolve customer issues and improve the platform.
  • Stay up-to-date on industry trends and best practices in customer service.
  • Prepare regular reports on team performance and customer experience metrics.
  • Analyze data to identify trends and insights for service and efficiency improvements.
  • Use data to make informed decisions about resource allocation and process improvements.

Qualifications

  • Bachelor’s degree in a related field preferred.
  • Minimum of 1-3 years of experience in customer service, preferably in the flight/travel industry.
  • Sound knowledge of flight/travel terminology, processes, and GDS systems (e.g., Amadeus, Sabre, Galileo).
  • Excellent analytical and problem-solving skills.
  • Strong communication and interpersonal skills.
  • Ability to work in a fast-paced environment and manage multiple priorities.
  • Proficiency in using CRM software and other customer service tools.
  • Strong customer focus and a passion for delivering exceptional customer service.

Skills

Required:Customer ServiceGDS Systems
Nice to have:Data Analysis

Benefits

  • Collaborative, output-driven programs that foster cohesiveness through technology.
  • Opportunities to increase revenue per user via cross-sell.
  • Positive peer feedback and support for team goals.
  • Respect earned within the organization.
Last updated Jan 16, 2026. Interested? Apply on the company site.

About Paytm

Secure & Fast UPI Payments, Recharge Mobile & Pay Bills

Paytm - India’s largest digital payment app makes it secure and seamless to pay using UPI, make bill payments, recharge mobiles, DTH, data card & Metro Card etc anywhere in India.

UPI PaymentsMobile RechargeBill PaymentsDTH rechargeTicket BookingPayments & ServicesLoans & Credit CardsInsurance
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