Associate - Merchant Helpdesk 560

About Us: Paytm Payments Services Limited houses the Paytm payment gateway business which enables thousands of online merchants to offer world class frictionless payment experience to their customers. We are present across large enterprises and startups including well known unicorns alike. We strive to take payments beyond an enabler and an instrument to drive revenue and user growth for our merchants. Online Payment Gateway is Paytm's B2B Business regulated by RBI as it allows only authorized entities to conduct PA PG (Payment Aggregator Payment Gateway) business. This business is responsible for growing the penetration of Paytm's PA PG business in the Indian merchants.
About the team: Will be a part of Paytm Payments Services Limited and will be working for the Merchant Helpdesk Team. The MHD team handles all the merchant queries and issues raised on calls & emails and provides timely resolution. The team is also responsible for handling the merchant escalations for the business.
About the role: Associate for Merchant Help Desk - Associate for Online Merchant Team - Helping the Online Merchants in resolving daily issues/concerns raised on Calls/Emails. Proficient in understanding Merchant issues and providing resolution within the defined TAT. Handling Escalations from Online Merchants.
Expectations/ Requirements ●    Outcall to the merchants to resolve their issues/concerns. ●    Handling inbound/ outbound calls / emails in resolving Merchant issues/concerns. ●    Proficient in understanding Merchant issues and should be good in excel and written English. ●    Understanding of merchant issues ●    Willingness to take the ownership to get the merchant issue resolved on time ●    Any graduate with a minimum 6 months of work experience with Online Payment Aggregator Companies or in a similar role ●    Excellent communication skills Verbal & Written ●    Basic knowledge of MS Office. (Excel) ●    6 Days working ●    Willing to work on Sundays with rotational week offs ●    Comfortable in rotational shifts as per process requirement ●    Comfortable in coordinating with merchants over calls and Emails ●    Smart thinking and clear communication ●    Be a brand ambassador for Paytm – Stay Hungry, Stay Humble, Stay Relevant
Superpowers/ Skills that will help you succeed in this role ●    High level of drive, initiative and self-motivation ●    Ability to take internal and external stakeholders along ●    Understanding of Technology and User Experience ●    Love for simplifying ●    Growth Mindset ●    Willingness to experiment and improve continuously
Why join us ●    A collaborative output driven program that brings cohesiveness across businesses through technology ●    Improve the average revenue per use by increasing the cross-sell opportunities ●    A solid 360 feedback from your peer teams on your support of their goals ●    Respect, that is earned, not demanded from your peers and manager
Compensation: If you are the right fit, we believe in creating wealth for you With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & 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
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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