Associate - Merchant Operations -Escalations Team

About the Team

This role is part of the Merchant Helpdesk (MHD) team. The MHD team is responsible for delivering a

seamless and differentiated experience to Paytm Merchants through optimized operational processes

driven by data analytics. As a service-focused team, we operate in a fast-paced environment where every day brings new challenges, and our goal is to ensure that every merchant interaction ends with a positive experience.

About the Role

•  Handle merchant escalations and resolve them on a high-priority basis.
•  Proactively assist merchants to ensure timely and effective resolution of issues.
•  Deliver exceptional merchant satisfaction through ownership and accountability of cases.

Key Responsibilities / Expectations

•  Resolve merchant complaints received through RBI, nodal officers, social media channels, or
• senior management escalations.
•  Understand the nature of each query, coordinate with internal stakeholders, and ensure resolution
• within defined TATs.
•  Prepare Root Cause Analysis (RCA) reports for escalations received.
•  Ensure adherence to agreed turnaround times to meet productivity and quality benchmarks.
•  Maintain high CSAT scores and ensure no repeat escalations for handled cases.
•  Demonstrate flexibility to work in rotational shifts.
•  Exhibit innovation and clarity in both written and verbal communication.
• Skills & Experience (Superpowers)
•  1+ years of experience in a similar role.
•  Strong critical thinking and problem-solving abilities.
•  Excellent command of English communication (written and verbal).
•  Proven experience in Escalation Management.
•  Graduate in any discipline (preferred).

Why Join Us

•  Be part of a collaborative, outcome-driven environment powered by technology.
•  Opportunity to contribute to business growth through cross-sell and value-addition initiatives.
•  Receive holistic 360-degree feedback from peer teams and stakeholders.
•  Work in a culture where respect is earned through performance and collaboration.