Content Writer for CX Function
Job Summary
Job Description
- 2+ years experience in content writing
- Strong understanding of CMS and tools
- Analytical skills and data interpretation
- Exceptional communication skills
- Experience in a matrixed structure
- Familiarity with customer support tools
7 skills required
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!
About the Role:
We are seeking a dynamic and experienced Content Writer for the Customer Experience organization. The content writer plays a pivotal role in influencing/delivering exceptional customer experiences across various touchpoints. From Help Center articles to chatbot scripts, agent responses, error screens, video scripts, and IVR prompts, the scope of the writer spans all formats of support content.
Key Responsibilities:
Content Strategy and Execution:
- Be the POC for the business unit, align and deliver top quality content to fulfill the org goals
- Develop and implement a cohesive content strategy for support materials across formats (Help Center, chatbot, agent scripts, video, IVR, etc.).
- Ensure consistency with brand voice, tone, and guidelines while catering to diverse customer needs.
- Create content designed for customer education, helping users understand and maximize the value of products and services
Stakeholder Management:
- Collaborate with cross-functional teams (e.g.Product, Design, Strategy) to understand business requirements and align content deliverables.
- Manage expectations and communicate effectively with leadership and stakeholders.
Customer-Centric Approach:
- Leverage insights from the customer support journey to craft content that addresses pain points and enhances the user experience.
- Advocate for the customers’ perspective in all content decisions.
Data-Driven Decision Making:
- Analyze content performance metrics to identify trends and areas for improvement.
- Use data insights to refine strategies and address problem statements effectively.
Required Qualifications:
- Minimum 2 years of experience in a content writer role. Preferably in a customer support or CX environment.
- Strong understanding of content management systems (CMS) and tools.
- Analytical skills with the ability to interpret data and identify actionable insights.
- Exceptional communication and stakeholder management skills.
- Experience working in a horizontal or matrixed organizational structure.
- Familiarity with customer support tools and platforms.
- 5 days working ( Onsite)
- Location - Bangalore
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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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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