Job Description

Job Summary: We are seeking a detail-oriented and highly organized individual to join our team as a Back Office Agent for our Payments SBU (Bajaj Pay) as a Back Office Agent, the person will be responsible for handling various payment-related Q/R/C and ensuring accurate resolution to customers using several tools and applications and strong learning abilities to coupe up with payments eco system such as UPI /PPI / BBPS / IMPS a. Providing timely and accurate resolution to customers b. Escalating the customer VOC or issue with immediate supervisor c. Following correct floor SOP to handle customer queries / Request and complaints d. Attending product and process training/ briefing update as an when required Key Responsibilities : a. Should be able to understand the customer issue and escalate it on timely manner to Supervisor b. Able to understand / comprehend the customer email content and providing end to end resolution c. Should outcall the customer as when required considering the criticality of the case d. Going out of way for customers and providing solution for the issue highlighted therefore improving customer CSAT / NPS e. Investigate and resolve payment discrepancies or issues promptly, coordinating with internal teams and external stakeholders as necessary. f. Monitor and manage payment queues, prioritizing urgent transactions and following up on pending items to ensure timely resolution. g. Stay updated on industry regulations and best practices in payment processing to ensure compliance and recommend process enhancements when applicable. h. Accurate record keeping in given Portal basis customer VOC & Case details

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