Employee escalations : Associate : MHD

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.