About the team:
The Merchant Products Team is responsible for building products and solutions for Offline or Online merchants. The product suite includes merchant onboarding, merchant engagements via App – Paytm for Business, merchant communications, products related to merchant helpdesk and device servicing, and field sales product GG App including Field Sales Management (CRM), Agent engagements and fulfillment flows.
About the role:
Team Leader for Merchant Help Desk for Online & Enterprise Merchants managing team to deliver on Quality/Call/Email productivity within defined SLA’s. Managing escalated Merchant email/calls(complaints) with end-to-end resolution. Managing Floor to monitor discipline on floor, resolve queries to assist merchants, raise issues to respective dept. for resolution, update internal stakeholders on process/product updates, workstation availability, shrinkage, etc.
Expectations/ Requirements:
Responsible for managing a team of 15-18 associates handling Support Emails/ Calls for Merchants.
Manage Team to deliver on Quality, Call/Email productivity, SLA, and Shrinkage as per the defined
benchmarks.
Manage Floor to monitor discipline on floor, resolve queries to assist merchants, raise issues to
respective dept. for resolution, update relevant stakeholders on process/product updates,
availability, shrinkage, etc.
Manage escalated Merchant email/calls (complaints) with end-to-end resolution
Excellent communication skills Verbal & Written
Must have at least 2 to 3 year experience managing a team especially with Online PG
companies.
Excellent knowledge of MS Office (Excel & Powerpoint)
Program manage initiatives that are driven centrally for Technology improvements
Track Program/Project performance, specifically to analyze the successful completion of short- and
long-term goals
Engage with various Business & Technology Teams within Paytm to identify common bottlenecks esp.
on Technology front
Enable and encourage use of common services to increase the speed of development and execution
Smart thinking and clear communication
Use and continually develop leadership skills
Be a brand ambassador for Paytm – Stay Hungry, Stay Humble, Stay Relevant!
Superpowers/ Skills that will help you succeed in this role:
High level of drive, initiative and self-motivation.
Ability to take internal and external stakeholders along.
Understanding of Technology and User Experience.
Growth Mindset.
Willingness to experiment and improve continuously.
Educational Qualifications:
Any Graduate.
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 opportunities.
A solid 360 feedback from your peer teams on your support of their goals.
Respect, that is earned, not demanded from your peers and manager.
Compensation: If you are the right fit, we believe in creating wealth for you With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a
unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!
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