Paytm Looking for Process Support – Senior Associate at Gurugram, Haryana, India Full Time

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: Paytm is the largest participating Buyer App on the ONDC network and building various categories on the network.

About the role:

• The process support role is in Open Network Digital Commerce (ONDC) segment in the Merchant

Support/ Onboarding Team of Paytm Seller app

• The candidate is expected to address various merchant issues, order fulfilment and merchant

onboarding processes in e-commerce and hyperlocal delivery.

• The candidate is responsible response the merchant queries, order fulfilment issues and onboarding

requirement within the defined SLA with the available tools to resolve merchant queries quickly and

effectively, by maintaining the process quality

Expectations/ Requirements:

• The candidate should have 1-2 years of experience in Customer Support role of Hyperlocal and National

Ecommerce set up (food, grocery, pharmacy) with email, chat / voice processes within the defined SLA

maintaining the process compliance and quality.

• The candidate will be calling/ emailing the merchant, customer and logistic partner to understand the

issue related to onboarding, order fulfillment store level configuration issues and provide resolution as

per the Standard Operating Procedures (SOP)

• The candidate should empathies with pain points of merchants and customers and listen to their issues

with utmost attention, provide a timeline if the issues can’t be resolved immediately and respond back

within the committed timeline to upload their experience with Paipai

• The candidate should be a good team player, having helping attitude towards the teammates, should be

proactive in resolving any issues in hand

• The candidate will be working for 6 days a week with rotational shifts and should be conformable to work

in shifts

• The candidate should be compliant to the company leave policy and the weekly roster created for the

team, any leave to be taken should be informed to his/her supervisor in advance

• During the hours of business needs the candidate may require to work during holidays which will be

compensated later during his/her tenure in the team

• This position requires self-starter and strong ownership attitude to identify and work on improvement

opportunities in processes even outside of one’s own work scope.

• Be a brand ambassador for Paytm – Stay Hungry, Stay Humble, Stay Relevant!

Superpowers/ Skills that will help you succeed in this role

• Good communication (verbal / written) skills
• Customer empathy, good team player
• Understanding of support process and quality compliance and customer experience
• Customer obsessions, bias for action and deliver results
• Understanding of CRM, Chatbot is preferred

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!