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Job Description
PhonePe Group is seeking a Merchant Experience Specialist to join their Customer Experience team in Bengaluru. PhonePe is India’s leading digital payments company, committed to providing equal opportunities and fostering a creative work environment. The Customer Experience team plays a crucial role in addressing customer issues and improving the overall product experience.
Role involves:
- Handling PhonePe account and transaction related queries.
- Flexing between phone and data channels.
- Following specified process guidelines to bring about resolution.
- Building customer trust through interaction.
- Meeting hourly and daily productivity goals.
- Leveraging internal processes and resources to drive resolution.
- Escalating appropriately, taking support from relevant teams to resolve customer issues.
- Recommending process improvements.
- Engaging and educating customers to leverage PhonePe to the fullest.
Requirements:
- Excellent written and verbal communication skills.
- Good learnability.
- Active listening skills and ability to deal with objections.
- Strong customer orientation and adaptability to different scenarios.
- Team player with flexibility and openness to feedback.
- Ability to multitask, prioritize, and manage time effectively.
- Proficiency in English and Hindi.
- Graduation (10+2+3) is mandatory.
- Multilingual skills in South Indian languages are preferred.
PhonePe offers:
- Insurance Benefits (Medical, Critical Illness, Accidental, Life).
- Wellness Program (Employee Assistance, Onsite Medical Center, Emergency Support).
- Parental Support (Maternity, Paternity, Adoption Assistance, Day-care Support).
- Mobility Benefits (Relocation, Transfer Support, Travel Policy).
- Retirement Benefits (PF Contribution, Gratuity, NPS, Leave Encashment).
- Other Benefits (Higher Education Assistance, Car Lease, Salary Advance).
