Merchant Operations- Team Lead

About Us: Paytm is India's leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments, and financial services. One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma.

About the team:The requirement is in the Merchant Helpdesk (MHD) team. MHD is responsible for creating a unique customer experience for Paytm Merchants with optimized operational processes guided by data analytics. Hustle with one of the most hard-working teams - being in the service industry, each day is a busy day for us and we strive in order to make sure that each merchant who is raising a query with us goes back with a smile on his/her face.

About the role: Handling merchant escalations and resolving them on top priority.Primary objective will be to deliver unparalleled merchant satisfaction by proactively assisting and resolving any issues raised by our merchant.

Expectations/ Requirements: Resolve merchant complaints that are received from RBI, nodal officer, social media or any of the senior management escalation.Understanding each query type, liaison with internal stakeholders to get the concerns resolved, and revert back to customers with defined TAT.Comfortable with working in shifts.Innovative in written and verbal communication.Preparing RCAs for the escalation received.Adherence to the agreed turnaround time ensure desired output in terms of Productivity, Quality.CSAT and NO REPEAT escalation for cases handled.

Superpowers/ Skills that will help you succeed in this role : 2+ years of experience in a similar role. Critical thinker and problem-solving skills. Goodcommand of English communication skills, both written and verbal.Escalation ManagementAny Graduate is Preferable.

Why join us : A collaborative output driven program that brings cohesiveness across businesses through technology Improve the average revenue per use by increasing the cross-sell opportunitiesA solid 360 feedback from your peer teams on your support of their goalsRespect, that is earned, not demanded from your peers and manager