Advisor, Service Recovery Reds

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!

About the role:  

We are looking for specialists for the  Inhouse Customer Experience team. As a specialist, your primary responsibility will entail solving problems that our customers encounter and you will continuously look for outstanding and exciting ways to improve their experience. 

In this role, you will provide support to ensure that issues are either resolved faster or flagged accordingly.

One will contribute to consistently better and streamline the support systems by flagging patterns to always optimize for better customer experience

Responsibilities:

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

• Handle basic 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

 Ideal candidate should :

• 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, prioritise, and manage time effectively

• Should be able to speak in English and Hindi

• Graduation (10+2+3) is Mandatory 

• 0 - 2 years of work experience in a customer facing role

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

Other Benefits:

• Your lunch is on us!

• 5 day working week (2 rotational week off)

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.

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