Customer Experience Specialist at PhonePe (Bengaluru) | Full Time

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 understand customer issues better and improve customer experience by working with other internal teams to enhance the solutions we offer. Customer Experience Operations presents 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 and think customer-first in every interaction
• Handle PhonePe account and transaction related queries
• Ability to flex between phone and data channels
• Follow specified process guidelines to bring about resolution
• Build customer trust through their interaction
• Ability to meet hourly and 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 and educate customers so they are able to leverage PhonePe to the fullest

Qualifications

• Excellent written and verbal communication skills
• Good learnability
• Active listener and ability to deal well with objections
• Strong customer orientation and ability to adapt/respond to different scenarios
• 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 and written) in South Indian languages are preferred