Advisor, Merchant Experience Specialist

  
RoleAdvisorTitleAdvisor, Customer experienceLocationBangaloreReporting toAssistant Manager, Customer experienceAbout Phonepe :PhonePe is Indias 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.About Customer Experience Function :At PhonePe, the customer experience team takes full ownership of customers problems and strives to provide quick and meaningful resolution. They are the ones bettering our product everyday with real time insights and customer feedback.Function 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 careersRole 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 theyre able to leverage PhonePe to the fullest
Experience, Skills, Qualifications:

Have excellent written and verbal communications

Have good learnability

Be an active listener and deal well with 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 in English and Hindi

Graduation (10+2+3) is Mandatory

Multilingual skills (spoken + written) in South Indian languages are preferred
 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, Salary Advance Policy

 Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog. 
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