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About PhonePe

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.

Your role

PhonePe is looking for specialists for the  Inhouse Customer Experience team. As a specialist, your primary responsibility will entail solving problems that the 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 streamlining 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 resolutions
• 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 and educate customers so they’re able to leverage PhonePe to the fullest.

Training & development

Benefit from a host of learning programs and chart your professional journey. An umbrella program to build a talent powerhouse by accelerating learning and impact for its employees at every step of their journey in PhonePe. The program aims to upskill PhonePe-rs through structured and practical learning, hands-on experience, and mentorship.

Salary & Benefits

The annual salary for the role at this company can range from INR 3L to 5L. PhonePe offers the following Benefits:

• 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, Mobile and broadband Reimbursements, Salary Advance Policy.

Work-life balance

Work days for this role are 5 5-day working weeks (2 rotational weeks off). They also offer flexible work options.

Career progression

PhonePe encourages every employee to shape their learning and growth in a way that best aligns with their interests. It greatly supports and encourages professional development as well as fosters personal growth for every employee.

Culture & vibe

PhonePe takes extra care to make sure you give your best at work, every day! And creating the right environment for you is just one of the things they do. They 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 your dreams with purpose and speed.

About you

 The ideal candidate should:

• Have excellent written and verbal communication
• 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 
• 0 - 2 years of work experience in a customer-facing role
• Multilingual skills (spoken + written) in South Indian languages are preferred.

How to apply

To apply for this role, click on the "Apply on employer site" button below, which navigates to the career page where the application can be submitted directly.

Sources

The following sources were used in researching this page:

• Phonepe.com/careers/
• Youtube.com.