Overview
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.
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Education Requirements
- Graduation (10+2+3) is mandatory
- NISM certifications (e.g., Series VI, VII) are mandatory
Eligible Batch Years
PhonePe
PhonePe is a leading Indian digital payments platform founded in 2015, headquartered in Bengaluru, Karnataka. Built on the Unified Payments Interface (UPI), PhonePe enables users to make instant money transfers, pay bills, recharge mobile phones, and shop online or offline seamlessly. Its mission is to make digital payments simple, secure, and accessible to every Indian, thereby driving financial inclusion across the country.
With over 1000+ employees and hundreds of millions of registered users, PhonePe has established itself as one of India's most trusted fintech brands. The company has expanded its offerings to include insurance, mutual funds, and micro-loans, positioning itself as a comprehensive financial services provider. In recent years, PhonePe has achieved significant milestones, such as becoming the largest UPI transaction processor in India and launching its own payment gateway for merchants. Its strong market presence and innovative approach have made it a key player in India's rapidly growing digital economy.
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Websitephonepe.com