Merchant Helpdesk: Operations: Chat & Email: Noida

Overview

Handle merchant escalations for Paytm's Payment Gateway business, resolving high-priority complaints and ensuring positive merchant experiences within the Merchant Helpdesk team.

What you'll do

• 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.
• Exhibit innovation and clarity in both written and verbal communication.

Details

• Location: Noida, Uttar Pradesh.