Advisor, Service Recovery Reds

Role Overview: You will be working as an Advisor in the Customer Experience team at PhonePe located in Bangalore. Your main responsibility will be to handle customer queries related to PhonePe accounts and transactions, ensuring quick and meaningful resolutions while maintaining integrity and a customer-first approach in every interaction. You will be expected to leverage internal processes and resources to drive resolution, escalate issues when necessary, and recommend process improvements to enhance the overall customer experience. Additionally, you will engage and educate customers on how to maximize their usage of PhonePe services. Key Responsibilities: - Act with integrity & prioritize the customer in every interaction - Handle PhonePe account and transaction related queries - Flex between phone & data channels as required - Follow specified process guidelines for issue resolution - Build customer trust through interactions - Meet hourly & daily productivity goals - Leverage internal processes and resources for issue resolution - Escalate issues as needed and collaborate with relevant teams for resolutions - Recommend process improvements to enhance customer experience - Engage & Educate customers on maximizing PhonePe services Qualifications Required: - Excellent written and verbal communication skills - Good learnability and adaptability - Active listening skills and ability to handle objections - Strong customer orientation - Ability to multitask, prioritize, and manage time effectively - Proficiency in English and Hindi languages - Graduation (10+2+3) is mandatory - Multilingual skills in South Indian languages preferred Note: The above position is for a full-time employee at PhonePe, and the company offers a range of benefits including insurance, wellness programs, parental support, mobility benefits, retirement benefits, and other additional benefits.,