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.