Role & responsibilities
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.
Preferred candidate profile
1+ years of experience in a similar role.
• Robust critical thinking and problem-solving abilities.
• Excellent command of English communication (written and verbal).
• Proven experience in Escalation Management.
• Graduate in any discipline.
📌 Merchant Operations Escalation Management Noida (India)
🏢 Paytm
📍 India