Merchant Experience Specialist

Advisor, Merchant Experience Specialist

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 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, please fill out this form.

Read more about PhonePe on our blog.

Life at PhonePe

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Experience LevelMid Level

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