Advisor, Trust and Safety
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 DESCRIPTION
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Role: Advisor |
Title: Advisor, Customer experience |
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Location: Bangalore |
Reporting to: Assistant Manager, Customer experience |
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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. |
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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. |
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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 |
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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 |
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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
Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.
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