PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.
Culture
At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right environment for you is just one of the things we do. We 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 on your dreams with purpose and speed, join us!
Job Description
About PhonePe Group:
PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.
Culture
At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right environment for you is just one of the things we do. We 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 on your dreams with purpose and speed, join us!
The role is a strategic one impacting customer experience and hence is at the core laying the foundation for the exceptional experience each of the customers have while interacting with the support org. The role contributes to preempting and continually identifying the customer needs to design the most efficient and effective processes to drive top class experience.
Expectations
Pursue extensive data analysis, gather customer insights (VOCs) and identify possible failure points for processes which lead to issues and subsequent queries.
Design effective automation/manual process flows including Process journey mapping, SOP documentation, BOT journey with focus on providing an exceptional Customer Experience.
Prepare internal prioritization roadmaps basis the data/VOC analysis, work with different stakeholders to identify problem statements and scalable solutions
Drive stakeholder engagement across Product, Operations, Internal CX teams for all processes. Collaborate effectively to surface customer pain points, brainstorm for solutions, share updates etc
Act as the coordinator for all the process and customer support related requirements.
End-to-end accountability of the process flows, the conversational content to create an effortless and positive experience for the end users
Content writing for Indus Appstore - Consumer & for the developer platform
Draft and take ownership of all the help center content including FAQs, Error Messages etc with the intent to provide the end users with clear, simple and accurate information
Design and create content for Chatbots for Indus AppStore and Developer platform on new interaction models and deliver a customer experience that is par excellence
You will help improve how Indus interacts with consumers & developer partners and work with peers in Business, and Creative Tech to develop breakthrough interactive concepts and content strategies
Skills Required
Customer centricity - A natural inclination to think and act with customer first mindset. The process flows and content prepared would be to provide best-in-class support
Exceptional verbal and written communication skills - The role expects the individual to craft top class conversational content for the end users, actively participate and often lead conversations with stakeholders, communicate effectively across levels on the status updates, challenges, recommendations etc
Data Analysis and Problem solving skills - Comprehending data, deriving insights, inferring actionables are key to making progress and driving impact
Prioritization and Execution - Identifying problem statements and executing on deliverables is key to success in the role and so, skill to prioritize and ability to execute aggressively is of prime importance
Collaboration - Success in the role would come through strong interpersonal skills and collaborative abilities working with various stakeholders
Qualification
2 years experience in content writing, crafting videos/rich-media formats, and working with consumer internet products/apps
Deep understanding of customer psychology and is armed with strong narrative skills
A candidate who can cogently and passionately present and defend creative work/ideas, which improve customer experience
A communication specialist who can collaborate with multiple verticals/teams
Should be well versed with Microsoft Excel, PowerPoint and Word, and popular Content Management Systems
Experience in working with a customer experience team will be an advantage
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
Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy
Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.
Life at PhonePe
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Seniority level
Associate
Employment type
Full-time
Job function
Marketing, Public Relations, and Writing/Editing
Industries
Software Development
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