- Primarily handling merchant escalated cases daily. - Working with the internal stakeholders to extract the resolution. - Identify opportunities for process improvement, considering the merchant and partner experiences. - Proactively help to resolve merchant concerns in a timely, professional and positive manner, escalating issues to the next level or other internal stakeholders, as needed. - If required need to connect with the merchants via phone or non-voice channels, to understand and work on the case efficiently and effectively. - Flexible to take up extra initiative or additional work as per the organizational requirement. - Connecting with customers via call / mail to address their queries. - Manage backend operational processes to support customer service delivery. - Provide exceptional customer service by addressing concerns and following up on ticket status. - Ensure high levels of customer satisfaction through professional and courteous communication. - Collaborate with internal teams to escalate and resolve complex issues. - Prioritize and handle tickets efficiently, ensuring timely resolution. Requirements - Bachelordegree in any Stream. - A min. experience of 1 year. - Should be proficient with MS Office. - Candidates with relevant (Merchant Helpdesk / Customer Experience) preferred. - Exceptional writing and editing skills combined with strong presentation and public speaking skills.

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