Merchant Operations- Escalation Management

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.

• Strong critical thinking and problem-solving abilities.

• Excellent command of English communication (written and verbal).

• Proven experience in Escalation Management.

• Graduate in any discipline.