Customer Experience Champion

4 weeks ago


Bengaluru, Karnataka, India PhonePe Full time

About PhonePe Group:



PhonePe is a leading digital payments company in India with 50 crore registered users and 3.7 crore merchants covering over 99% of the postal codes across the country.



The company has expanded its services into financial sectors such as insurance, mutual funds, stock broking, and lending. Additionally, it operates adjacent tech-enabled businesses like Pincode for hyperlocal shopping and Indus App Store, which is India's first localized app store.



We take pride in creating an environment where our employees can thrive and grow. We empower our team members to own their work from start to finish and encourage them to be enthusiastic about technology that impacts millions.



As a specialist in our Inhouse Customer Experience team, you will play a vital role in solving customer problems and continuously improving their experience.



Your primary responsibility will involve providing support to ensure that issues are either resolved promptly or flagged accordingly. You will contribute to consistently better and streamlined support systems by flagging patterns to optimize for better customer experience.



Responsibilities:


  • Act with integrity and think customer-first in every interaction
  • Handle basic PhonePe account and transaction-related queries
  • Ability to flex between phone and data channels
  • Follow specified process guidelines to bring about resolution
  • Build customer trust through your interaction
  • Ability to meet hourly and 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


Ideal Candidate Profile:

We seek individuals with excellent written and verbal communication skills, good learnability, and strong customer orientation. The ideal candidate should also be an active listener, able to adapt/respond to different scenarios, and possess a flexible mindset.



Benefits:


  • Your lunch is on us
  • 5-day working week (2 rotational weeks off)


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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