Grievance Advisor

Responsibilities

• Handle basic PhonePe account and transaction-related queries with a customer-first mindset
• Resolve customer issues through phone and data channels following specified process guidelines
• Meet hourly and daily productivity goals while building customer trust
• Escalate complex issues to relevant teams to ensure timely resolution
• Identify and recommend process improvements to optimize the customer experience
• Engage and educate customers on how to best leverage PhonePe services

Requirements

• Graduation (10+2+3) is mandatory
• 0-2 years of experience in a customer-facing role
• Fluency in both English and Hindi (written and verbal)
• Excellent communication, active listening, and objection-handling skills
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
• Flexibility to work in rotational shifts and handle different communication channels

Benefits

• 5-day working week with two rotational week-offs
• Complimentary lunch provided
• Comprehensive insurance coverage including Medical, Critical Illness, Accidental, and Life Insurance
• Wellness programs and onsite medical support
• Parental support programs including maternity, paternity, and adoption assistance
• Retirement benefits including PF contribution and Gratuity

About the Company

PhonePe is a leading digital payments platform in India, serving over 600 million registered users and a network of over 40 million merchants. Our mission is to unlock the flow of money and access to services for every Indian, offering a diverse portfolio that includes financial products like insurance, lending, and wealth management, alongside new consumer tech businesses.