Customer Experience Specialist

Responsibilities

• Own the customer experience by handling complex or sensitive issues with integrity
• Manage High Interaction Tickets (HIT) requiring in-depth investigation and personalized care
• Resolve L1 escalations and serve as the definitive resolver for complex non-tech inquiries
• Ensure strict adherence to Service Level Agreements (SLAs) for ticket closure
• Escalate technical dependencies to product or engineering stakeholders and follow up until resolution
• Recommend process improvements based on root cause analysis of frequent escalations
• Maintain meticulous documentation of escalated cases for reporting and compliance

Requirements

• Mandatory Graduation (10+2+3)
• Mandatory NISM certifications (e.g., Series VI, VII)
• Fluency in English and Hindi
• Excellent written and verbal communication skills
• Ability to explain complex financial or market concepts clearly
• Strong problem-solving and active listening skills
• Detail-oriented with strong prioritization and time-management skills

Preferred Qualifications

• Prior experience in Stockbroking Operations
• Strong understanding of financial markets
• Experience in a senior Customer Experience role
• Basic knowledge of Excel and/or SQL for data retrieval and analysis

Benefits

• Medical, Critical Illness, Accidental, and Life Insurance
• Wellness programs including Employee Assistance Program and Onsite Medical Center
• Parental support including Maternity, Paternity, and Adoption assistance
• Mobility benefits including relocation and travel support
• Retirement benefits including PF, Gratuity, and NPS
• Higher Education Assistance and Car Lease options

About the Company

PhonePe is a leading digital payments and financial services platform in India, serving over 600 million registered users and processing hundreds of millions of transactions daily.