Job Description

About PhonePe Group: PhonePe is India\xe2\x80\x99s 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! About the role:
Roles and Responsibilities:
\xef\x82\xb7 Handling Escalations: Act as the point of escalation for Customers and business
stakeholders, ensuring timely and effective resolution of issues.

\xef\x82\xb7 Continuous Improvement: Continuously improve team performance by capturing and
analyzing relevant data, metrics, insights, and best practices. Implement initiatives to
enhance team efficiency and effectiveness.

\xef\x82\xb7 Customer Issue Resolution: Maintain accountability for resolving customer issues,
propose solutions, and proactively address potential problems to uphold satisfactory
relationships with our key merchants.

\xef\x82\xb7 Communication Skills: Demonstrate excellent communication and writing skills when
interacting with both internal teams and external stakeholders.

\xef\x82\xb7 Attention to Detail: Exhibit a very high level of attention to detail to ensure accuracy in
all tasks and processes
.

\xef\x82\xb7 Reporting: Generate and provide reports on key metrics, identifying opportunities for
improvement and implementing new initiatives to enhance performance.

\xef\x82\xb7 Cross-Team Collaboration: Participate constructively in inter-department and cross-
service line communications to foster a collaborative work environment.

\xef\x82\xb7 Process Improvement: Identify and lead projects aimed at improving team processes
and overall performance.

\xef\x82\xb7 Team Scaling: Prepare the team for the next phase of growth by recruiting, training, and
developing team members.

Skills and Qualifications:

\xef\x82\xb7 Exceptional communication skills to interact effectively with customers and internal
stakeholders.
\xef\x82\xb7 Strong problem-solving abilities with the confidence, patience, politeness, tact, and
diplomacy to handle difficult situations.
\xef\x82\xb7 Creative thinking to devise innovative solutions and enhance the overall customer
experience.
\xef\x82\xb7 Ability to work well under pressure and meet tight deadlines.
\xef\x82\xb7 Proficiency in MS Office suite (Word, Excel, PowerPoint).
\xef\x82\xb7 4+ years of team management experience, preferably in a Mutual Funds.

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
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment
• Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy