Business Operations Analyst, Payments

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

Our inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity,  ideas and debates, where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of  gender, sexual preference, religion, race, color or disability. If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process, please fill out this form.

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