Associate - Merchant Operations -Escalations Team

About the Team

This role is part of the Merchant Helpdesk (MHD) team. The MHD team is responsible for delivering a

seamless and differentiated experience to Paytm Merchants through optimized operational processes

driven by data analytics. As a service-focused team, we operate in a fast-paced environment where every day brings new challenges, and our goal is to ensure that every merchant interaction ends with a positive experience.

About the Role

 Handle merchant escalations and resolve them on a high-priority basis.

 Proactively assist merchants to ensure timely and effective resolution of issues.

 Deliver exceptional merchant satisfaction through ownership and accountability of cases.

Key Responsibilities / Expectations

 Resolve merchant complaints received through RBI, nodal officers, social media channels, or

senior management escalations.

 Understand the nature of each query, coordinate with internal stakeholders, and ensure resolution

within defined TATs.

 Prepare Root Cause Analysis (RCA) reports for escalations received.

 Ensure adherence to agreed turnaround times to meet productivity and quality benchmarks.

 Maintain high CSAT scores and ensure no repeat escalations for handled cases.

 Demonstrate flexibility to work in rotational shifts.

 Exhibit innovation and clarity in both written and verbal communication.

Skills & Experience (Superpowers)

 1+ years of experience in a similar role.

 Strong critical thinking and problem-solving abilities.

 Excellent command of English communication (written and verbal).

 Proven experience in Escalation Management.

 Graduate in any discipline (preferred).

Why Join Us

 Be part of a collaborative, outcome-driven environment powered by technology.

 Opportunity to contribute to business growth through cross-sell and value-addition initiatives.

 Receive holistic 360-degree feedback from peer teams and stakeholders.

 Work in a culture where respect is earned through performance and collaboration.