Automation Systems Specialist

2 weeks ago

Bengaluru, Karnataka, India PhonePe Full time
About PhonePe Group

PhonePe is India's leading digital payments company with 50 crore registered users and 3.7 crore merchants across the country. Our mission is to empower Indians with equal opportunities to accelerate their progress by unlocking the flow of money and access to services.

Culture

At PhonePe, we believe in creating an environment where our employees can thrive and give their best. We empower our people to take ownership of their work, provide them with the necessary tools and resources, and trust them to do the right thing. If you're passionate about building technology that impacts millions, ideating with the best minds in the country, and executing your dreams with purpose and speed, join us.

Job Description

Role: Automation Specialist, CX

Location: Bengaluru

Reporting to: Senior Manager, CX Automation

About PhonePe:

PhonePe is India's leading digital payments platform with over 280 million registered users. We enable users to send and receive money, recharge mobile, DTH, data cards, pay at stores, make utility payments, buy gold, and make investments. Our platform went live for customers in August 2016 and was the first non-banking UPI app. We have since expanded into financial services with the launch of digital gold, mutual funds, and insurance products.

About Customer Experience Function:

The customer experience team at PhonePe takes full ownership of customers' problems and strives to provide quick and meaningful resolution. They are the ones bettering our product every day with real-time insights and customer feedback.

Job Summary:

The Automation Specialist will be responsible for owning the final delivery, ensuring successful execution of sprints, and shouldering critical engineering responsibilities. The primary goal is to ensure minimal manual interventions while maintaining customer satisfaction as the primary safeguard.

Key Responsibilities:

  1. Owning final delivery and ensuring successful execution of sprints
  2. Shouldering critical engineering responsibilities
  3. Ensuring minimal manual interventions while maintaining customer satisfaction

Requirements:

  1. Graduate from a top-tier institute (BE/BTech, BCA/MCA)
  2. Upto 3 years experience in CX and/or Automation roles

Skills:

  1. Customer centricity - Preempt 'support pain points' to drive customer experience
  2. Risk Mitigation - Apply previous experience/learnings to think multiple steps ahead and help plan for known knowns
  3. Collaboration - Ability to work with direct stakeholders with a bias for impact
  4. Ownership - Take 100% ownership of sprint timeline and quality
  5. Attention to detail - Adept at identifying gaps in process, flows etc, and guide specialist-1s to deliver accurate and effective process flows
  6. Effective Communication (Verbal and Written) - Adept at communicating across levels and stakeholders
  7. Prioritization and Focus on execution - Ability to prioritize actionable with guidance from AM and ensure adherence to sprint timelines
  8. Process Oriented - Ensure compliance with the process and looking for continuous improvement of the same
  9. Effective documentation and Communication (Verbal and Written) - Adept at documenting analysis, discussions, requirements, recommendations etc and communicating across levels and stakeholders

PhonePe Full Time Employee 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, Salary Advance Policy

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