Customer experience specialist, MHD

About the Role

The PhonePe Customer Experience Operations team is focused on addressing problems our customers encounter while using PhonePe. As part of the team, you will look to understand customer issues better and improve customer experience by working with other internal teams to improve solutions. This role offers an ever-changing landscape of varied challenges, providing opportunities for development and self-challenge.

Key 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 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 can leverage PhonePe to the fullest

Qualifications

• Excellent written and verbal communication skills
• Good learnability
• Active listening 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
• Must be able to speak in English and Hindi
• Graduation (10+2+3) is mandatory
• Multilingual skills (spoken + written) in South Indian languages are preferred

Tech Stack & Tools

• Phone
• Data channels