Content Writer

1 Month ago • 4 Years + • Editorial

Job Summary

Job Description

PhonePe is a leading digital payments company in India with a vast user base and merchant network. They are seeking a dynamic Content Writer to enhance customer experience through Help content across various touchpoints. The role involves amplifying PhonePe's brand voice, collaborating with UX Design, Business, and Creative Tech teams to develop content strategies and interactive concepts. Responsibilities include evaluating customer journeys, initiating communication changes based on analysis, and measuring performance. The role also involves developing interactive chatbots and supporting customer support executives in delivering excellent service. Flexibility and adaptability to the dynamic customer service industry are essential.
Must have:
  • 4+ years experience in content writing
  • Experience with consumer internet products/apps
  • Strong narrative skills and customer psychology understanding
  • Ability to present and defend creative work
  • Collaboration with multiple teams
  • Proficiency in Microsoft Office Suite
  • Familiarity with Content Management Systems
Good to have:
  • Experience crafting videos/rich-media formats
  • Experience working with customer experience teams
Perks:
  • Medical Insurance
  • Critical Illness Insurance
  • Accidental Insurance
  • Life Insurance
  • Employee Assistance Program
  • Onsite Medical Center
  • Emergency Support System
  • Maternity Benefit
  • Paternity Benefit Program
  • Adoption Assistance Program
  • Day-care Support Program
  • Relocation benefits
  • Transfer Support Policy
  • Travel Policy
  • Employee PF Contribution
  • Flexible PF Contribution
  • Gratuity
  • NPS
  • Leave Encashment
  • Higher Education Assistance
  • Car Lease
  • Salary Advance Policy

Job Details

About PhonePe Group: 

PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

Culture

At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right  environment for you is just one of the things we do. We empower people and trust them to do the right  thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a  big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of  the best minds in the country and executing on your dreams with purpose and speed, join us!

JD - Content / Sr Content Writer

 

Ideal candidate:

We are on the lookout for a dynamic Content Writer who can help PhonePe create a positive customer experience through our Help content, at every step of the Customer’s journey. Someone who can handle various communication tasks with panache. If communication is your forte and you are eager to come on board to help us deliver a transparent and trusted customer experience, then send us your updated resume.

Responsibilities:

- Amplify the voice of PhonePe to create a positive customer experience

- You will help improve how PhonePe interacts with its users and work hand-in-hand with peers in User Experience Design, Business, and Creative Tech to develop breakthrough interactive concepts and content strategies

- Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points

- Identify measures/communication changes that can be initiated based on analysis

- Measure and report performance of all analysis undertaken and assess against goals

- On any given day you will be involved in the development of interactive chatbot, work on new interaction models on the PhonePe App and aid 1,500+ customer support executives in delivering a customer experience that is par excellence

- You will also be taking on various communication requests that hit the communication team's inbox. Also, as we own customer communication, we need someone who is flexible and can easily adapt to the dynamic nature of the customer service industry

 

Key Qualifications:

- 4+ years experience in content writing, crafting videos/rich-media formats, and working with consumer internet products/apps

- Someone with deep understanding of  customer psychology and is armed with strong narrative skills

- A candidate who can cogently and passionately present and defend creative work/ideas, which improve CX

- A communication specialist who can collaborate with multiple verticals/teams

- Should be well versed with Microsoft Excel, Powerpoint and Word, popular Content Management Systems

- Experience in working with a customer experience teams will be an advantage

The key focus of this role is on aligning communication to customer expectations.

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

Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.

Life at PhonePe

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About The Company

PhonePe was founded in December 2015 and has emerged as India’s largest payments app, enabling digital inclusion for consumers and merchants alike. With 48 crore (480 Million) registered users, one in four Indians are now on PhonePe. The company has also successfully digitized 3.6 crore (36 Million) offline merchants spread across Tier 2,3,4 and beyond, covering 99% of the postal codes across India. PhonePe is also the leader in Bharat Bill Pay System (BBPS), processing over 45% of the transactions on the BBPS platform. PhonePe forayed into financial services in 2017, providing users with safe and convenient investing options on its platform. Since then, the company has introduced several Mutual Funds and Insurance products that offer every Indian an equal opportunity to unlock the flow of money and access to services. PhonePe was recently recognized as the Most Trusted Brand for Digital Payments as per the Brand Trust Report 2023 by Trust Research Advisory (TRA).



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