Chargeback Specialist

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.

Culture

At 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 us

Job Objective:  

We are looking for someone who can handle disputes/chargebacks, handle stakeholders, be the interface for PhonePe Customer Support team, internal technical team and external business / services. Responsible for providing timely and accurate resolution to both technical & non technical issues raised by customers on the PhonePe platform.

A Recon 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.

Role Expectations: 

Analysis of disputes/chargebacks with end to end closure post discussion with relevant stakeholders. Developing, owning and monitoring solutions for production and non-production environments and applications. Flexible to take up extra Initiative or additional work as per the organizational requirement  Provide feedback from customer users to the team. Maintain on-going record of problem analysis and resolution activity in an on-call tracking system Desired Skills & Education. Diagnosing, troubleshooting and fixing issues related to Customer payments.

Experience, Skills, Qualifications:

2-3 years of experience in dispute management and in NPCI products. Proven success in a fast paced production support environment.  Good in problem solving and analytical skills.  Demonstrated ability to communicate effectively in writing, ideally with a successful track  Record of responding to/resolving customer issues through written communication Excellent written and oral communications skills  Prior experience in e-commerce or payments / web services domain as a Technical support executive • Ability to effectively work with cross functional teams.  Possess ability to understand business problems and provide solutions/information related to the business requirements. 

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

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