Phonepe Job Vacancy Alert for Advisor, Customer Experience

 

Phonepe Job Vacancy Alert for Advisor, Customer Experience

About PhonePe

PhonePe is India’s leading digital payments platform with over 280 million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, and data cards, pay at stores, make utility payments, buy gold, and make investments. PhonePe went live for customers in August 2016 and was the first non-banking UPI app that offered money transfers to individuals and merchants, recharges, and bill payments to begin with. In 2017, PhonePe forayed into financial services with the launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds, liquid funds, international travel insurance, and Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.

PhonePe launched its Switch platform in 2018, and today its customers can place orders on over 300 apps including Ola, Myntra, IRCTC, Goibibo, RedBus, Oyo etc. directly from within the PhonePe mobile app. PhonePe is accepted at over 18 million merchant outlets across 500 cities nationally.

About the role:  

We are looking for specialists for the  Inhouse Customer Experience team. As a specialist, your primary responsibility will entail solving problems that our customers encounter and you will continuously look for outstanding and exciting ways to improve their experience. 

In this role, you will provide support to ensure that issues are either resolved faster or flagged accordingly.

One will contribute to consistently better and streamlining the support systems by flagging patterns to always optimize for better customer experience

Responsibilities:

Act with integrity & think customer-first in every interaction

Handle basic PhonePe account and transaction-related queries

Ability to flex between phone & data channels

Follow specified process guidelines to bring about a resolution

Build customer trust through their interaction

Ability to meet hourly & daily productivity goals

Leverage internal processes and resources to drive resolution

Escalate appropriately taking support from relevant teams to resolve customer issues

Recommend process improvements

Engage & Educate customers so they’re able to leverage PhonePe to the fullest

The ideal candidate should :

Have excellent written and verbal communication

Have good learnability

Be an active listener and deal well with an objection

Have strong customer orientation and ability to adapt/respond to different scenarios

Be a team player, flexible and open to feedback

Ability to multitask, prioritize, and manage time effectively

Should be able to speak English and Hindi

Graduation (10+2+3) is Mandatory 

0 - 2 years of work experience in a customer-facing role

Multilingual skills (spoken + written) in South Indian languages are preferred

Other Benefits:

Your lunch is on us!

5-day working week (2 rotational weeks off)

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance

Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System

Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program

Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy

Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment 

Other Benefits - Higher Education Assistance, Car Lease, Mobile & Broadband Reimbursements, Salary Advance Policy

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