Advisor, Merchant Experience Specialist

About PhonePe Limited:Headquartered in India, its flagship product, the PhonePe digital payments app, was launched in Aug 2016. As of April 2025, PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40+ million) merchants. PhonePe also processes over 33 Crore (330+ Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore.PhonePe’s portfolio of businesses includes the distribution of financial products (Insurance, Lending, and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in India, which are 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 go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you’re excited by the idea of building platforms that touch millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!Job DescriptionRole: AdvisorTitle: Advisor, Customer experienceLocation: BangaloreReporting to: Assistant Manager, Customer experienceAbout Phonepe :PhonePe is India’s leading digital payments platform with over 280 million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, data cards, pay at stores, make utility payments, buy gold, and make investments. PhonePe went live for customers in August 2016 and was the first non-banking UPI app and offered money transfer to individuals and merchants, recharges and bill payments to begin with. In 2017, PhonePe forayed into financial services with the launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds, liquid funds, international travel insurance, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.About Customer Experience Function :At PhonePe, the customer experience team takes full ownership of customers’ problems and strives to provide quick and meaningful resolution. They are the ones bettering our product everyday with real time insights and customer feedback.Function Summary:The PhonePe Customer Experience Operations team is focused on addressing problems that our customers encounter while using PhonePe.As part of the team, you will look to understand customer issues better and improve customer experience by working with other internal teams to improve solutions that we can offer. Customer Experience Operations offers an ever changing landscape of varied challenges as every customer conversation is different. This offers us an opportunity to develop and challenge ourselves as we move ahead in our careersRole Responsibilities:Act with integrity & think customer-first in every interactionHandle PhonePe account and transaction related queriesAbility to flex between phone & data channelsFollow specified process guidelines to bring about resolutionBuild customer trust through their interactionAbility to meet hourly & daily productivity goalsLeverage internal processes and resources to drive resolutionEscalate appropriately taking support from relevant teams to resolve customer issuesRecommend process improvementsEngage & Educate customers so they’re able to leverage PhonePe to the fullestExperience, Skills, Qualifications:Have excellent written and verbal communicationsHave good learnabilityBe an active listener and deal well with objectionHave strong customer orientation and ability to adapt/respond to different scenariosBe a team player, flexible and open to feedbackAbility to multitask, prioritize, and manage time effectivelyShould be able to speak in English and HindiGraduation (10+2+3) is MandatoryMultilingual skills (spoken + written) in South Indian languages are preferredPhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life InsuranceWellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support SystemParental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support ProgramMobility Benefits - Relocation benefits, Transfer Support Policy, Travel PolicyRetirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment Other Benefits - Higher Education Assistance, Car Lease, Salary Advance PolicyOur inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity, ideas and debates, where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of gender, sexual preference, religion, race, color or disability. If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process, please fill out this form.Read more about PhonePe on our blog.Life at PhonePePhonePe in the news