Training Manager, Customer Experience

As a specialist for the Inhouse Customer Experience team at PhonePe, your primary responsibility will involve solving problems that customers encounter and continuously seeking ways to enhance their experience. Your role will include providing support to ensure prompt issue resolution and flagging any recurring patterns to optimize the support systems for a better customer experience. You are expected to act with integrity, prioritize customer satisfaction, and follow specified process guidelines diligently.

Key Responsibilities:

• Act with integrity and prioritize a customer-first approach in every interaction
• Handle basic PhonePe account and transaction related queries efficiently
• Ability to switch between phone and data channels effectively
• Follow specified process guidelines to bring about timely resolutions
• Build customer trust through meaningful interactions
• Meet hourly and daily productivity goals consistently
• Utilize internal processes and resources to drive issue resolution
• Escalate issues appropriately, seeking support from relevant teams when required
• Propose process improvements to enhance customer experience
• Engage and educate customers to help them leverage PhonePe effectively

Qualifications Required:

• Excellent written and verbal communication skills
• Good learnability and active listening skills
• Strong customer orientation with the ability to adapt to different scenarios
• Team player attitude, openness to feedback, and flexibility
• Ability to multitask, prioritize, and manage time effectively
• Proficiency in English and Hindi languages
• Graduation (10+2) is mandatory
• 0-2 years of work experience in a customer-facing role
• Multilingual skills in South Indian languages are preferred

About PhonePe:

PhonePe is Indias leading digital payments platform with over 280 million registered users. It offers a wide range of services including money transfer, mobile recharge, bill payments, gold purchase, and investments. PhonePe has expanded into financial services such as digital gold, mutual funds, and insurance products. The company's Switch platform allows customers to place orders on various apps directly from the PhonePe mobile app. With a culture that empowers employees and fosters innovation, PhonePe provides a rewarding work environment for individuals who are passionate about technology and making a significant impact.

Working at PhonePe is a fulfilling experience, offering great people, a creative work environment, and opportunities to take on diverse roles. Employees enjoy benefits such as free lunch, a 5-day working week with 2 rotational offs, and a comprehensive range of insurance and wellness programs. Additionally, PhonePe provides parental support, mobility benefits, retirement benefits, and various other perks to ensure a holistic and enriching work experience. As a specialist for the Inhouse Customer Experience team at PhonePe, your primary responsibility will involve solving problems that customers encounter and continuously seeking ways to enhance their experience. Your role will include providing support to ensure prompt issue resolution and flagging any recurring patterns to optimize the support systems for a better customer experience. You are expected to act with integrity, prioritize customer satisfaction, and follow specified process guidelines diligently.

Key Responsibilities:

• Act with integrity and prioritize a customer-first approach in every interaction
• Handle basic PhonePe account and transaction related queries efficiently
• Ability to switch between phone and data channels effectively
• Follow specified process guidelines to bring about timely resolutions
• Build customer trust through meaningful interactions
• Meet hourly and daily productivity goals consistently
• Utilize internal processes and resources to drive issue resolution
• Escalate issues appropriately, seeking support from relevant teams when required
• Propose process improvements to enhance customer experience
• Engage and educate customers to help them leverage PhonePe effectively

Qualifications Required:

• Excellent written and verbal communication skills
• Good learnability and active listening skills
• Strong customer orientation with the ability to adapt to different scenarios
• Team player attitude, openness to feedback, and flexibility
• Ability to multitask, prioritize, and manage time effectively
• Proficiency in English and Hindi languages
• Graduation (10+2) is mandatory
• 0-2 years of work experience in a customer-facing role
• Multilingual skills in South Indian languages are preferred

About PhonePe:

PhonePe is Indias leading digital payments platform with over 280 million registered users. It offers a wide range of services including money transfer, mobile recharge, bill payments, gold purchase, and investments. PhonePe has expanded into financial services such as digital gold, mutual funds, and insurance products. The company's Switch platform allows