Advisor, Customer experience

Job Summary

PhonePe is hiring for the role of Customer Experience Advisor in Bangalore. This position is ideal for individuals passionate about customer service and problem-solving, aiming to enhance the user experience for PhonePe's vast customer base. The role involves handling customer queries, providing resolutions, and contributing to product improvement through feedback.

Overview

PhonePe is India’s leading digital payments platform, headquartered in India, with over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40+ million) merchants. Launched in August 2016, PhonePe facilitates a wide range of financial transactions including money transfers, mobile recharges, bill payments, and investments in products like digital gold, mutual funds, and insurance. The company is committed to empowering every Indian to accelerate their progress by unlocking the flow of money and access to services. The Customer Experience Operations team at PhonePe is crucial for addressing customer problems and ensuring quick, meaningful resolutions. This team acts as the voice of the customer, providing real-time insights and feedback to better the product and improve overall customer satisfaction. At PhonePe, the culture emphasizes empowerment, trust, and ownership, encouraging employees to solve complex problems and execute quickly. If you're driven by the idea of building platforms that touch millions and ideating with some of the best minds, PhonePe offers a dynamic environment to grow your career.

Key Responsibilities

• Act with integrity & think customer-first in every interaction.
• Handle PhonePe account and transaction related queries.
• Ability to flex between phone & data channels.
• Follow specified process guidelines to bring about resolution.
• Build customer trust through their interaction.
• Ability to meet hourly & 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 & Educate customers so they’re able to leverage PhonePe to the fullest.

Eligibility

Candidates must hold a Bachelor's Degree (10+2+3 graduation is mandatory) from a recognized institution. Applicants should possess excellent written and verbal communication skills, strong customer orientation, and a proactive approach to problem-solving. Fluency in English and Hindi is essential, and multilingual skills in South Indian languages are a preferred advantage. This role is open to freshers and recent graduates looking to kickstart their career in the dynamic digital payments sector.

Required Skills

• Excellent written and verbal communications
• Good learnability
• Active listening and ability to deal with objections
• Strong customer orientation and adaptability to different scenarios
• Team player, flexible, and open to feedback
• Ability to multitask, prioritize, and manage time effectively
• Fluency in English and Hindi
• Multilingual skills (spoken + written) in South Indian languages (preferred)

Benefits

• Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Relocation benefits, Transfer Support Policy, Travel Policy
• Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment
• Higher Education Assistance, Car Lease, Salary Advance Policy

Selection Process

The selection process for the Customer Experience Advisor role at PhonePe typically involves an initial application screening based on eligibility criteria, followed by assessment rounds that may include communication tests, problem-solving scenarios, and interviews to evaluate technical skills, customer service aptitude, and cultural fit. Successful candidates will then proceed to final interviews. PhonePe is committed to an inclusive hiring process, and reasonable accommodations will be provided for candidates with disabilities or special needs during the application and hiring process.

How To Apply

Eligible candidates who meet the specified criteria are encouraged to click on the 'Apply Now' button below to submit their application through the official PhonePe career portal.

FAQ

What is the primary role of a Customer Experience Advisor at PhonePe?

The primary role involves handling PhonePe account and transaction-related queries, providing quick and meaningful resolutions, building customer trust, and contributing to product improvement through real-time insights and feedback.

Is prior experience required for this role?

No specific prior experience is mentioned as mandatory; the role is open to freshers and recent graduates who meet the academic qualification (Bachelor's Degree) and possess the required communication and customer service skills.

What are the essential qualifications for this position?

Candidates must have a Bachelor's Degree (10+2+3 graduation). Excellent written and verbal communication skills in English and Hindi are mandatory, with proficiency in South Indian languages being a preferred skill.

What kind of benefits does PhonePe offer to its full-time employees?

PhonePe offers a comprehensive benefits package including various insurance covers (Medical, Critical Illness, Accidental, Life), wellness programs, parental support (Maternity, Paternity, Adoption, Day-care), mobility benefits, retirement benefits (PF, Gratuity, NPS), and other perks like higher education assistance and car lease.

Where is the job location for the Customer Experience Advisor?

The job is located in Bangalore, India.