Operation Analyst RMS

Role Overview: As a Merchant Support Specialist at PhonePe, your primary role is to act as the main point of contact between PhonePe and the business partners. You will be responsible for providing timely and accurate operational support to Merchants on the PhonePe platform. Your contributions will have a direct impact on enhancing the experience of PhonePe Merchants. You will be expected to handle merchant escalated cases, collaborate with internal stakeholders to find resolutions, identify opportunities for process improvement, and proactively address Merchant concerns in a professional manner. Additionally, you may need to communicate with merchants via phone or non-voice channels to efficiently resolve issues. Key Responsibilities: - Primarily handle merchant escalated cases on a daily basis - Work with internal stakeholders to extract resolutions for merchant issues - Identify opportunities for process improvement to enhance merchant and partner experiences - Proactively resolve Merchant concerns in a timely and positive manner, escalating issues as necessary - Communicate with merchants via phone or non-voice channels to understand and address cases effectively - Willingness to take on extra initiatives or additional work as required by the organization Qualifications Required: - Education: Graduate in any stream (10+2+3) - Skills: Excellent written and communication skills, MS Office knowledge - Candidates with relevant experience in Merchant Helpdesk or Customer Experience are preferred - Experience: 2 to 4 years (Note: Additional Company Details section omitted as it contains general information about benefits offered by PhonePe to its employees),