Customer experience advisors at Phonepay

Customer experience advisors at Phonepay

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 the Job

  • We are looking for specialists for the  Inhouse Customer Experience team. As a specialist, your primary responsibility will entail solving problems that our customers encounter and you will continuously look for outstanding and exciting ways to improve their experience. 
  • In this role, you will provide support to ensure that issues are either resolved faster or flagged accordingly.
  • One will contribute to consistently better and streamline the support systems by flagging patterns to always optimize for better customer experience

Job duties

  • Act with integrity & think customer-first in every interaction
  • Handle basic 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

Required qualities

  • 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, prioritise, and manage time effectively
  • Should be able to speak in English and Hindi
  • Any Graduation (10+2+3) is Mandatory 
  • 0 - 2 years of work experience in a customer facing role
  • Multilingual skills (spoken + written) in South Indian languages are preferred

Apply for this job here

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