Associate - Merchant Helpesk (Operations Support)

4 days ago

Noida, India Paytm Full time

**About Us***:
Paytm is India’s leading digital payments and financial services company, which is focused on driving consumers and merchants to its platform by offering them a variety of payment use cases. Paytm provides consumers with services like utility payments and money transfers, while empowering them to pay via Paytm Payment Instruments (PPI) like Paytm Wallet, Paytm UPI, Paytm Payments Bank Netbanking, Paytm FASTag, and Paytm Postpaid - Buy Now, Pay Later. To merchants, Paytm offers acquiring devices like Soundbox, EDC, QR, and Payment Gateway, where payment aggregation is done through PPI and also other banks’ financial instruments. To further enhance merchants’ businesses, Paytm offers merchant commerce services through advertising and the Paytm Mini app store. Operating on this platform leverage, the company then offers credit services such as merchant loans, personal loans, and BNPL, sourced by its financial partners.

**About the team**:
The requirement is in the Merchant Helpdesk (MHD) team. MHD is responsible for creating a unique customer experience for Paytm merchants with optimized operational processes guided by data analytics. Hustle with one of the most hard-working teams. Being in the service industry, each day is a busy day for us, and we strive to make sure that each merchant who raises a query with us goes back with a smile on his/her face.

**About the role**:
Handling merchant escalations and resolving them as a top priority.Our primary objective will be to deliver unparalleled merchant satisfaction by proactively assisting and resolving any issues raised by our merchant.

**Expectations/ Requirements**
- Resolve merchant complaints that are received from RBI, nodal officer, social media or any of the

senior management escalation
- Understanding each query type, liaising with internal stakeholders to get the concerns resolved,

and revert back to customers with a defined TAT.
- Comfortable with working in shifts.
- Innovative in written and verbal communication.
- Preparing RCAs for the escalation received.
- Adherence to the agreed turnaround time ensure desired output in terms of Productivity,

Quality.
- CSAT and no repeat escalation for cases handled.

**Superpowers/ Skills that will help you succeed in this role**
- 2+ years of experience in a similar role. Critical thinker and problem-solving skills. Good

command of English communication skills, both written and verbal.
- Escalation Management
- Any Graduate is Preferable.

**Why join us**
**?**

A collaborative output driven programme that brings cohesiveness across businesses through technology

Improve the average revenue per user by increasing cross-sell opportunities.

A solid 360-degree feedback from your peer teams on your support of their goals

Respect is earned, not demanded, from your peers and manager.

**Compensation**:
If you are the right fit, we believe in creating wealth for you. With an enviable 500 million+ registered users, 21 million+ merchants, and a depth of data in our ecosystem, we are in a unique position to democratise credit for deserving consumers and merchants, and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story

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