Customer Service Associate – Email Grievance Handling

About the role

Join Paytm’s OCL Grievance Redressal Team as an Email CST Associate. You will manage customer grievances, executive escalations, and regulatory complaints across email and ticketing channels, ensuring timely, compliant, and high‑quality resolutions.

Key responsibilities

• Handle customer complaints, grievances, and escalations received through email and ticketing platforms.
• Manage regulatory complaints from authorities such as GRO, Nodal, Ombudsman, ensuring compliance.
• Coordinate with internal business teams, lenders, and stakeholders to obtain root‑cause analyses and resolutions.
• Prepare accurate case summaries, regulatory responses, and reports for submission to authorities.
• Maintain complete documentation, adhere to internal policies, and ensure brand‑consistent written communication.

Required profile

• 1–3 years of experience in email support, grievance handling, or regulatory escalation.
• Strong analytical and problem‑solving abilities.
• Ability to meet daily productivity and quality targets while maintaining high customer satisfaction.

Required skills

• Proficiency with ticketing system management.

What we offer

• Collaborative, output‑driven program that connects businesses through technology.
• Opportunities to improve revenue per user via cross‑sell initiatives.
• 360° feedback from peer teams on support contributions.