Advisor, Service Recovery Reds

About PhonePe Limited Headquartered in India its flagship product the PhonePe digital payments app was launched in Aug 2016 As of April 2025 PhonePe has over 60 Crore 600 Million registered users and a digital payments acceptance network spread across over 4 Crore 40 million merchants PhonePe also processes over 33 Crore 330 Million transactions daily with an Annualized Total Payment Value TPV of over INR 150 lakh crore PhonePe s portfolio of businesses includes the distribution of financial products Insurance Lending and Wealth as well as new consumer tech businesses Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem in India which are 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 go the extra mile to make sure you can bring your best self to work Everyday And that starts with creating the right environment for you We empower people and trust them to do the right thing Here you own your work from start to finish right from day one PhonePe-rs solve complex problems and execute quickly often building frameworks from scratch If you re excited by the idea of building platforms that touch millions ideating with some of the best minds in the country and executing on your dreams with purpose and speed join us JOB DESCRIPTION Role Advisor Title Advisor Customer experience Location Bangalore Reporting to Assistant Manager Customer experience About Phonepe PhonePe is India s leading digital payments platform with over 280 million registered users Using PhonePe users can send and receive money recharge mobile DTH data cards pay at stores make utility payments buy gold and make investments PhonePe went live for customers in August 2016 and was the first non-banking UPI app and offered money transfer to individuals and merchants recharges and bill payments to begin with In 2017 PhonePe forayed into financial services with the launch of digital gold providing users with a safe and convenient option to buy 24-karat gold securely on its platform PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds liquid funds international travel insurance Corona Care a dedicated insurance product for the COVID-19 pandemic among others About Customer Experience Function At PhonePe the customer experience team takes full ownership of customers problems and strives to provide quick and meaningful resolution They are the ones bettering our product everyday with real time insights and customer feedback Function Summary The PhonePe Customer Experience Operations team is focused on addressing problems that our customers encounter while using PhonePe As part of the team you will look to understand customer issues better and improve customer experience by working with other internal teams to improve solutions that we can offer Customer Experience Operations offers an ever changing landscape of varied challenges as every customer conversation is different This offers us an opportunity to develop and challenge ourselves as we move ahead in our careers Role Responsibilities Act with integrity think customer-first in every interaction Handle 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 Experience Skills Qualifications 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 prioritize and manage time effectively Should be able to speak in English and Hindi Graduation 10 2 3 is Mandatory Multilingual skills spoken written in South Indian languages are preferred 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 Read more about PhonePe