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CX ProdOps & Design PhonePe

3.0 - 7.0 years

0 Lacs

karnataka

On-site

Role Overview: At PhonePe, you will be responsible for designing process flows for both manual and automated customer experience (CX) channels. You will analyze customer and developer journeys, build SOPs and support playbooks, and continuously improve processes to enhance metrics like CSAT and AHT. Collaboration with cross-functional stakeholders and content building for CX assets will also be key aspects of your role. Key Responsibilities: - Design process flows for manual CX channels such as Agent desk - Design process flows for automated CX channels like Bot, IVR, and Self serve - Streamline existing processes to improve metrics like CSAT, AHT, and Escalations - Conduct VOC analysis, RCA...

Posted 1 month ago

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