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Merchant Operations Senior Associate Professional
1 month ago
Paytm is a leading financial services company in India, offering full-stack payments and financial solutions to consumers, offline merchants, and online platforms.
We are on a mission to bring half a billion Indians into the mainstream economy through our services. Our goal is to make financial services accessible to all, regardless of geographical location or socio-economic status.
The Merchant Helpdesk (MHD) team plays a crucial role in creating a unique customer experience for Paytm Merchants. We strive to optimize operational processes using data analytics to ensure that each merchant who raises a query with us leaves with a smile on their face.
This role involves handling merchant escalations and resolving them on top priority. Your primary objective will be to deliver unparalleled merchant satisfaction by proactively assisting and resolving any issues raised by our merchant.
Your responsibilities will include resolving merchant complaints received from RBI, nodal officers, social media, or senior management escalation. You will need to understand each query type, liaise with internal stakeholders to get concerns resolved, and revert back to customers with defined turnaround times.
You should be comfortable working in shifts and have excellent written and verbal communication skills. You will also be required to prepare root cause analyses (RCAs) for escalations received and adhere to agreed-upon turnaround times to ensure desired output in terms of productivity and quality.
Critical thinking and problem-solving skills are essential for this role. A good command of English communication skills, both written and verbal, is also required. Escalation management experience is a plus.
We offer a collaborative, outcome-driven program that brings cohesiveness across businesses through technology. This role offers opportunities for growth and development, as well as a competitive salary package.
Absolutely a solid 360-degree feedback system that brings transparency across teams and helps improve average revenue per user by increasing cross-sell opportunities.
