Advisor, Customer experience

1 Month ago • All levels

Job Summary

Job Description

As an Advisor at PhonePe, you will be part of the customer experience team, focusing on resolving customer issues and improving their overall experience. You will be responsible for handling PhonePe account and transaction-related queries, utilizing internal processes to drive resolution, and educating customers on leveraging PhonePe effectively. The role involves interacting with customers through phone and data channels, adhering to specified guidelines, and recommending process improvements. The team's aim is to resolve customer problems and provide quick solutions, thereby enhancing the product through real-time insights and customer feedback. The customer experience team is focused on addressing problems that our customers encounter while using PhonePe.
Must have:
  • Excellent written and verbal communication skills.
  • Strong customer orientation and adaptability.
  • Ability to multitask and prioritize effectively.
  • Graduation (10+2+3) is mandatory.
  • Ability to speak in English and Hindi.
Good to have:
  • Good learnability.
  • Active listening skills and ability to handle objections.
  • Team player, flexible and open to feedback.
  • Multilingual skills (spoken + written) in South Indian languages.
Perks:
  • Insurance Benefits (Medical, Critical Illness, Accidental, Life)
  • Wellness Program (Employee Assistance Program, Onsite Medical Center, Emergency Support)
  • Parental Support (Maternity, Paternity, Adoption Assistance, Day-care)
  • Mobility Benefits (Relocation, Transfer Support, Travel)
  • Retirement Benefits (PF, Gratuity, NPS, Leave Encashment)
  • Other Benefits (Higher Education Assistance, Car Lease, Salary Advance)

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 DESCRIPTION 

Role: Advisor 

Title: Advisor, Customer experience

Location: Bangalore 

Reporting to: Assistant Manager, Customer  experience

About Phonepe :  

PhonePe is India’s leading digital payments platform with over 280 million registered users. Using  PhonePe, users can send and receive money, recharge mobile, DTH, data cards, pay at stores, make  utility payments, buy gold, and make investments. PhonePe went live for customers in August 2016  and was the first non-banking UPI app and offered money transfer to individuals and merchants,  recharges and bill payments to begin with. In 2017, PhonePe forayed into financial services with the  launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely  on its platform. PhonePe has since launched Mutual Funds and Insurance products like tax-saving  funds, liquid funds, international travel insurance, Corona Care, a dedicated insurance product for the  COVID-19 pandemic among others.

About Customer Experience Function :  

At PhonePe, the customer experience team takes full ownership of customers’ problems and strives to  provide quick and meaningful resolution. They are the ones bettering our product everyday with real time insights and customer feedback.

Function Summary:  

The PhonePe Customer Experience Operations team is focused on addressing problems that our  customers encounter while using PhonePe.  

As part of the team, you will look to understand customer issues better and improve customer  experience by working with other internal teams to improve solutions that we can offer.  Customer Experience Operations offers an ever changing landscape of varied challenges as every  customer conversation is different. This offers us an opportunity to develop and challenge ourselves  as we move ahead in our careers



Role Responsibilities: 

● Act with integrity & think customer-first in every interaction 

● Handle PhonePe account and transaction related queries 

● Ability to flex between phone & data channels 

● Follow specified process guidelines to bring about resolution 

● Build customer trust through their interaction 

● Ability to meet hourly & daily productivity goals 

● Leverage internal processes and resources to drive resolution 

● Escalate appropriately taking support from relevant teams to resolve customer issues ● Recommend process improvements 

● Engage & Educate customers so they’re able to leverage PhonePe to the fullest

Experience, Skills, Qualifications: 

● Have excellent written and verbal communications 

● Have good learnability 

● Be an active listener and deal well with objection 

● Have strong customer orientation and ability to adapt/respond to different scenarios ● Be a team player, flexible and open to feedback 

● Ability to multitask, prioritize, and manage time effectively 

● Should be able to speak in English and Hindi 

● Graduation (10+2+3) is Mandatory  

● Multilingual skills (spoken + written) in South Indian languages are preferred

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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