Advisor, Customer experience
PhonePe
Bangalore, Karnataka, India
Category
NON-IT
Position Type
Full-Time
Company Overview
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, 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 and offered money transfer 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, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.
Position Summary
The PhonePe Customer Experience Operations team is focused on addressing problems that our customers encounter while using PhonePe. As part of the team, you will look to understand customer issues better and improve customer experience by working with other internal teams to improve solutions that we can offer. Customer Experience Operations offers an ever-changing landscape of varied challenges as every customer conversation is different. This offers us an opportunity to develop and challenge ourselves as we move ahead in our careers.
Key Responsibilities
- Act with integrity & think customer-first in every interaction
- Handle PhonePe account and transaction related queries
- Ability to flex between phone & data channels
- Follow specified process guidelines to bring about 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
Experience Required
Not Mentioned
Education Requirements
- Graduation (10+2+3) is Mandatory
Technical Skills
Languages
- English
- Hindi
Soft Skills
- Excellent written and verbal communications
- Good learnability
- Active listener and deal well with objection
- Strong customer orientation and ability to adapt/respond to different scenarios
- Team player, flexible and open to feedback
- Ability to multitask, prioritize, and manage time effectively
Benefits
- 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, Salary Advance Policy
Preferred Qualifications
- Multilingual skills (spoken + written) in South Indian languages are preferred