Customer Experience Specialist at PhonePe | Bengaluru | Full-time

Job Description

The PhonePe Customer Experience Operations team focuses on resolving issues that customers encounter while using PhonePe. As part of the team, you will understand customer issues better and work with internal teams to improve solutions. Customer Experience Operations offers a dynamic environment with varied challenges, as every customer conversation is different. This provides an opportunity to develop and challenge ourselves as we progress 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 communications
• Good learnability
• Active listener and deal well with objection
• 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 + written) in South Indian languages are preferred