Merchant Operations Specialist
1 month ago
About Us: Paytm is India's leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants, and online platforms.
About the Team: The Merchant Helpdesk (MHD) team is responsible for creating a unique customer experience for Paytm Merchants with optimized operational processes guided by data analytics.
About the Role: The primary objective of this role is to deliver unparalleled merchant satisfaction by proactively assisting and resolving any issues raised by our merchants.
Key Responsibilities:
- Resolve merchant complaints received from RBI, nodal officers, social media, or senior management escalation.
- Understand each query type, liaise with internal stakeholders to get concerns resolved, and revert back to customers with defined TAT.
- Prepare RCAs for escalations received and ensure adherence to agreed turnaround times for desired output in terms of productivity and quality.
Requirements:
- 2+ years of experience in a similar role.
- Critical thinking and problem-solving skills.
- Good command of English communication skills, both written and verbal.
- Escalation management.
Why Work with Us: Paytm offers a collaborative output-driven program that brings cohesiveness across businesses through technology, improves average revenue per user by increasing cross-sell opportunities, and provides a solid 360-degree feedback system from peer teams.
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