Associate - Merchant Operations -Escalations Team

Paytm Payments Services; Bengaluru; On-site; INR 300,000 - 550,000; Full time

Job summary

Paytm Payments Services in Bengaluru invites applications for a Merchant Helpdesk role focusing on resolving merchant escalations with high priority. You will proactively assist merchants and own case resolution to ensure positive merchant experiences.

The role requires strong English communication, 1+ years in escalation management, and a graduate in any discipline. You will work in rotational shifts as part of a data-driven operation delivering quality outcomes.

Qualifications

• 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).

Responsibilities

• 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

Critical thinking

Problem solving

English communication

Escalation management

Education

Graduate in any discipline

Job description

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.