PhonePe is Hiring Customer Experience Specialist, Stock Broking (Bangalore)

Job Description:

The Share.Market Customer Experience Operations team focuses on resolving complex and advanced problems encountered by customers using our platform. As a member of the Customer Support Specialists team, you will handle high-stakes issues and manage critical escalations, moving beyond basic query resolution. Your role involves understanding customer pain points and enhancing the customer experience by collaborating with internal product, tech, and compliance teams to develop robust, timely solutions. Customer Experience Operations in stockbroking presents a dynamic environment with varied challenges due to market volatility and financial transactions. This offers a significant opportunity to build deep domain expertise and advance your career.

Role Responsibilities:

• Own the Customer Experience: Act with integrity and prioritize the customer in every interaction, especially when dealing with complex or sensitive issues.
• Manage High Interaction Tickets (HIT): Take full ownership of and resolve High Interaction Tickets (HIT), which require multi-touch communication, in-depth investigation, or personalized care.
• Resolve L1 Escalations: Efficiently address and resolve issues escalated by L1 agents, serving as the definitive resolver for complex non-technical inquiries.
• Ensure SLA Adherence: Diligently manage your queue to ensure all customer tickets are closed within the stipulated Service Level Agreements (SLAs).
• Handle Tech Dependencies: Promptly escalate technical dependencies to the appropriate product or engineering stakeholder, following up rigorously until resolution is achieved and communicated to the customer.
• Demonstrate Ownership & Rigor: Display exceptional execution rigor and ownership by managing the end-to-end resolution of complex issues thoroughly.
• Process Improvement: Recommend process improvements based on root cause analysis of frequent escalations to help reduce ticket volume.
• Documentation: Maintain meticulous documentation of escalated cases for reporting and compliance purposes.