Employee escalations : Associate : MHD

Paytm Payments Services; Bhopal; On-site; INR 300,000 - 420,000; Full time

Job summary

Paytm Payments Services is seeking a Merchant Helpdesk professional to manage merchant escalations and deliver timely resolutions. The role emphasizes ownership, accountability, and ensuring high merchant satisfaction through proactive communication.

The candidate should have 2-3 years in customer support or escalations, and a Bachelor's degree is mandatory. The position requires rotation shifts and a commitment to service excellence within a fast-paced environment.

Qualifications

• 2-3 years experience in customer support, helpdesk and escalations.
• Bachelor's degree is mandatory.

Responsibilities

• Resolve merchant complaints received through RBI, nodal officers, social media channels, or senior management escalations.
• Understand query nature, coordinate with internal stakeholders, and resolve within defined TATs.
• Prepare Root Cause Analysis (RCA) reports for escalations.
• Meet productivity and quality benchmarks with adherence to turnaround times.
• Maintain high CSAT scores and avoid repeat escalations.
• Demonstrate flexibility to work in rotational shifts.

Skills

Customer support

Helpdesk

Escalations management

Education

Bachelor's degree

Job description

About Us

Paytm is India's leading mobile payments and financial services distribution company and a pioneer of the mobile QR payments revolution. Paytm builds technologies that empower small businesses with payments and commerce solutions.

Our mission is to serve half a billion Indians and bring them into the mainstream economy through technology.

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.

Experience

2-3 years experience in customer support, helpdesk, escalations.

Education

Bachelor's degree is mandatory.