Merchant Operations Specialist

1 month ago


Ahmedabad, Gujarat, India Paytm Full time

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:

  1. Resolve merchant complaints received from RBI, nodal officers, social media, or senior management escalation.
  2. Understand each query type, liaise with internal stakeholders to get concerns resolved, and revert back to customers with defined TAT.
  3. 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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