Process Designer

1 week ago

Bengaluru, Karnataka, India PhonePe Full time

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.

CultureAt 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 usJob purposeThe 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 responsibilitiesPrimarily handling merchant escalated cases daily.
Working with the internal stakeholder to extract the resolution.
Identify opportunities for process improvement, considering the merchant and partner experiencesProactively help to resolve Merchant concerns in a timely, professional and positive manner, escalating issues to next level or other internal stakeholders, as neededIf required need to connect with the merchants via Phone or non-voice channel, to understand and work on the case efficiently and effectivelyFlexible to take up extra initiative or additional work as per the organizational requirementEducational Qualification & ExperienceEducation – Graduate in any stream Skills – Best written and communication skills & MS Office knowledgeCandidates with relevant (Merchant Helpdesk / Customer Experience) preferredExperience – 2 to 4 yearsPhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)Insurance Benefits -Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life InsuranceWellness Program -Employee Assistance Program, Onsite Medical Center, Emergency Support SystemParental Support -Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support ProgramMobility Benefits -Relocation benefits, Transfer Support Policy, Travel PolicyRetirement Benefits -Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave EncashmentOther Benefits -Higher Education Assistance, Car Lease, Salary Advance Policy

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