Merchant Helpdesk: Operations: Chat & Email: Noida

About the role

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.

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

What you need

• Root cause analysis