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.