Advisor, Service Recovery

Responsibilities

• Handle PhonePe account and transaction-related queries with a customer-first mindset
• Resolve customer issues across both phone and data channels following specified guidelines
• Build and maintain customer trust through high-quality interactions
• Meet hourly and daily productivity goals while leveraging internal resources
• Escalate complex issues to relevant teams to ensure timely resolution
• Recommend process improvements to enhance the overall customer experience
• Educate customers on how to fully leverage PhonePe services

Requirements

• Graduation (10+2+3) is mandatory
• Excellent written and verbal communication skills
• Fluency in both English and Hindi
• Strong active listening skills and ability to handle objections
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
• Strong customer orientation and adaptability to different scenarios

Preferred Qualifications

• Multilingual skills (spoken and written) in South Indian languages

Benefits

• Comprehensive insurance including Medical, Critical Illness, Accidental, and Life Insurance
• Wellness programs including an Employee Assistance Program and onsite medical center
• Parental support including maternity, paternity, adoption, and day-care assistance
• Mobility benefits such as relocation and travel support
• Retirement benefits including PF contributions, Gratuity, and NPS
• Additional perks like higher education assistance and car lease options

About the Company

PhonePe is India’s leading digital payments platform with over 280 million registered users. Since its launch in 2016, PhonePe has expanded into a massive ecosystem including insurance, lending, wealth management, and hyperlocal e-commerce. We aim to unlock the flow of money and access to services for every Indian.