Job
Description
The customer experience automation team aims to create a smooth and automated support system for all customers, ensuring they receive top-notch assistance for all their needs and products. They collaborate closely with business and product teams to discover new possibilities, develop predictive models to detect potential issues in a customer's journey, and establish preventative measures. Responsibilities Own the development and management of PhonePes automated support channels for Pincode and Indus Businesses in alignment with business goals and improve key performance indicators (KPIs) such as (but not limited to) productivity, customer satisfaction, operational & process efficiency, automation %, etcBuild deep understanding of technical specification across a diverse portfolio of products to create memorable customer experiencesIdentify, scope and implement measurements and control variables for our support products - automated support, helpdesk, and other tooling suitesDesign and implement scalable automation frameworks for business-critical processes and enhance support metrics. Keep up with industry trends and continuously assess new technologies and tools that can be incorporated into the automation strategy. Create and manage SOPs of platform management ensuring compliance and security of platformsLead the team by example - plan the projects, assign tasks to the team, self-execute tasks to lead from the frontManage a team of highly motivated individual contributors and collaborate with cross functional teams to ensure the best user experience Basic Requirements Engineering graduate with 4+ years of experience in a technical domain. Proven ability to leverage coding skills(in languages like Java, C, C++, Python, etc) and technical expertise to develop a wide range of technical solutions. Prior experience of people management Prior experience in CX or automation and experience in robotic process automation Ability to deal with ambiguity and create processes to streamline information and knowledge dissipation Ability to manage influence through persuasion, negotiation, and consensus building Demonstrated desire for continuous learning and improvement Good to have! Understanding of RPA tools, and applications MBA and/or previous experience of digital payments landscape is a plus Analytical, Inquisitive and process-oriented mindset 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
