Job
Description
As a member of the PhonePe Group, you will be immersed in a culture that values your contributions and encourages you to excel in your work every day. We prioritize creating an environment that empowers individuals, entrusting them to make decisions autonomously. Right from your first day, you will take ownership of your work, seeing it through from start to finish. Passion for technology is integral to the PhonePe ethos. If you are excited about developing technology that impacts millions, collaborating with some of the brightest minds in the country, and realizing your aspirations with determination and efficiency, then PhonePe is the place for you! Your responsibilities will include designing process flows for both manual and automated customer experience (CX) channels. For manual channels such as Agent desk, you will analyze customer and developer journeys to identify areas for improvement and create intuitive workflows. Additionally, you will design flows for automated channels like Bot, IVR, and self-serve options, aiming to address common queries with minimal human intervention and enhance efficiency through data analysis. Continuous improvement is a key focus, where you will streamline existing processes to enhance metrics such as Customer Satisfaction (CSAT) and Average Handling Time (AHT). You will apply design thinking principles to challenge traditional workflows and develop innovative solutions. Data-driven execution will involve analyzing Voice of Customer (VOC) data, conducting Root Cause Analysis (RCA), and leveraging insights to drive improvements. Collaboration with cross-functional stakeholders, including Product, Operations, Sales, and internal CX teams, will be essential to align process changes with overarching business objectives. Clear communication with stakeholders at all levels will be crucial in driving these initiatives forward. You will also be responsible for creating content for CX assets such as FAQs, video tutorials, and CRM communications. In terms of competencies, you should possess the ability to map customer and developer journeys effectively, understand business strategies, analyze data for optimization, manage multiple projects concurrently, and collaborate with diverse stakeholders. Behavioral competencies such as customer-centricity, passion for exceeding expectations, cross-boundary collaboration, and a drive for learning and coaching will be valued. The ideal candidate will have experience in CX process design, product operations, and analyzing CX data to enhance customer experiences. They should demonstrate a keen interest in leveraging technology to drive innovation and possess a genuine passion for delivering exceptional customer experiences. Working at PhonePe offers a range of benefits for full-time employees, including insurance coverage, wellness programs, parental support, mobility benefits, retirement benefits, and other perks. Join us at PhonePe for a gratifying professional journey filled with opportunities to work with exceptional individuals, explore your creativity, and take on diverse roles that go beyond a traditional job description. Visit our blog to learn more about PhonePe and the exciting work we do.,
