Real Time Analyst (PIBS)

About PhonePe

PhonePe is India’s leading digital payments platform with over 280 million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, and data cards, pay at stores, make utility payments, buy gold, and make investments.

Your role

About the role:  

PhonePe is looking for specialists for the  Inhouse Customer Experience team.

• As a specialist, your primary responsibility will entail solving problems that customers encounter and you will continuously look for outstanding and exciting ways to improve their experience. 
• In this role, you will provide support to ensure that issues are either resolved faster or flagged accordingly.
• One will contribute to consistently better and streamlining the support systems by flagging patterns to always optimize for better customer experience

Your responsibilities

• Act with integrity & think customer-first in every interaction
• Handle basic PhonePe account and transaction-related queries
• Ability to flex between phone & data channels
• Follow specified process guidelines to bring about a 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

Training, development & rotations

• Identifying relevant training audience (employees) for conducting training matters
  related to Anti-Bribery and Anti-corruption procedures.
• Maintaining training-related documents (e.g. attendance records) in the document repository
• Assisting in the TPI referral program which includes training TPIs on matters related to anti-Bribery and Anti-corruption procedures.

Salary & benefits

The average annual salary for this role will range from INR 4.0 to 5.0 LPA. (Source: Glass door).

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment 
• Other Benefits - Higher Education Assistance, Car Lease, Mobile & Broadband Reimbursements, Salary Advance Policy
• Your lunch is on them!

Career progression

At PhonePe, they take extra care to make sure you give your best at work, every day! and creating the right environment for you is just one of the things they do. They empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a  big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of the best minds in the country, and executing your dreams with purpose and speed, then you are in the right place.

Work-life balance

They provide a 5-day working week (2 rotational weeks off). Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, and the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with them.

Culture & vibe

At PhonePe, the employees work in an environment that thrives on creativity, and by executing dreams with purpose and speed learning opportunities are immense, and you get to work with the best minds in the industry. A great company with amazing benefits and culture. There’s no micro-management in the company! The company empowers people and trusts them to do the right thing.

About you  

To apply for this role, you must:  

• Have excellent written and verbal communication
• Have good learnability
• Be an active listener and deal well with an objection
• Have strong customer orientation and ability to adapt/respond to different scenarios
• Be a team player, flexible and open to feedback
• Ability to multitask, prioritize, and manage time effectively
• Should be able to speak English and Hindi
• Graduation (10+2+3) is Mandatory 
• 0 - 2 years of work experience in a customer-facing role
• Multilingual skills (spoken + written) in South Indian languages are preferred

How to apply

To apply for this role, just click on the "Apply on employer site" button, which navigates to the career section where the application can be submitted directly.

The hiring procedure generally varies according to the job.

• Aptitude Test (online).
• Group Discussion Round.
• Technical Interview.
• HR Interview.