Operation Analyst RMS

1 Month ago • 2-4 Years • Operations

Job Summary

Job Description

The Merchant Support specialist acts as the primary interface between PhonePe and business partners. They are responsible for providing timely and accurate operational support to Merchants on the PhonePe platform. This role involves addressing system issues, suggesting process improvements, developing internal documentation, and contributing to a team environment while adhering to service level agreements. The specialist will handle escalated merchant cases, work with internal stakeholders for resolutions, identify opportunities for process improvement, and proactively resolve merchant concerns. They may also need to connect with merchants via phone or non-voice channels. The specialist is expected to be flexible and take on additional work as required.
Must have:
  • Handle merchant escalated cases daily (20 words).
  • Work with internal stakeholders for resolutions (10 words).
  • Excellent written and communication skills (10 words).
  • Proficient in MS Office (5 words).

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!

Job purpose

The Merchant Support specialist acts as the primary interface between Phonepe and our business partners. The Merchant Support specialist will be responsible for providing timely and accurate operational support to Merchants on the Phonepe platform. The successful candidate has an immediate, distinct effect on the experience of Phonepe Merchants. A Merchant Support specialist is expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment, all while adhering to service level agreements for phone Portal and email L2 cases.

Duties and responsibilities

  • Primarily handling merchant escalated cases daily.
  • Working with the internal stakeholder to extract the resolution.
  • Identify opportunities for process improvement, considering the merchant and partner experiences
  • Proactively help to resolve Merchant concerns in a timely, professional and positive manner, escalating issues to next level or other internal stakeholders, as needed
  • If required need to connect with the merchants via Phone or non-voice channel, to understand and work on the case efficiently and effectively
  • Flexible to take up extra initiative or additional work as per the organizational requirement

Educational Qualification & Experience

  • Education – Graduate in any stream (10+2+3)
  • Skills – Best written and communication skills & MS Office knowledge
  • Candidates with relevant (Merchant Helpdesk / Customer Experience) preferred
  • Experience – 2 to 4 years

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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