Associate - Merchant Operations -Escalations Team

Overview

Associate in the Merchant Helpdesk (MHD) Escalations team to handle merchant escalations and ensure timely resolution with strong customer satisfaction outcomes.

What you'll do

• Handle and resolve merchant escalations on a high-priority basis.
• Assist merchants proactively to ensure timely and effective issue resolution.
• Resolve complaints received through RBI, nodal officers, social media channels, or senior management escalations.
• Coordinate with internal stakeholders to resolve queries within defined TATs.
• Prepare Root Cause Analysis (RCA) reports for escalations received.
• Maintain agreed turnaround times, CSAT scores, and minimize repeat escalations.
• Work in rotational shifts and communicate clearly in written and verbal channels.

What you'll need

• 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).