Merchant Experience Specialist

Responsibilities

• Handle PhonePe account and transaction-related queries with a customer-first mindset
• Resolve issues across both 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
• Recommend process improvements to enhance the overall merchant experience
• Engage and educate customers to help them leverage PhonePe services to their fullest potential

Requirements

• Mandatory graduation degree (10+2+3)
• Fluency in English and Hindi (both written and verbal)
• Excellent communication and active listening skills
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
• Strong customer orientation and ability to adapt 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 and Gratuity
• Additional perks like higher education assistance and car lease options

About the Company

PhonePe is India’s leading digital payments platform, serving over 600 million registered users and a network of over 40 million merchants. We aim to unlock the flow of money and access to services for every Indian through our diverse portfolio of financial products and consumer tech businesses.