Advisor, Service Recovery Reds

Job Description

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 streamline 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 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 Ideal candidate should : 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, prioritise, and manage time effectively Should be able to speak in 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 week 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, Salary Advance Policy