Advisor, Grievance

About the role: We are looking for specialists for the Inhouse Greivance team. As a specialist, your primary responsibility will entail solving problems that our customers encounter, and you will continuously look for outstanding and exciting ways to improve their experience.

In this role, you will provide support to ensure that issues are either resolved faster or flagged accordingly.

One will contribute to consistently better and streamline the support systems by flagging patterns to always optimize for better customer experience

Act with integrity & think customer-first in every interaction

Handle basic PhonePe account and transaction related queries

Ability to flex between phone & data channels

Follow specified process guidelines to bring about resolution

Build customer trust through their interaction

Ability to meet hourly & daily productivity goals

Leverage internal processes and resources to drive resolution

Escalate appropriately taking support from relevant teams to resolve customer issues

Recommend process improvements

Engage & Educate customers so they’re able to leverage PhonePe to the fullest

Ideal candidate should :

Have excellent written and verbal communications

Have good learnability

Be an active listener and deal well with objection

Have strong customer orientation and ability to adapt/respond to different scenarios

Be a team player, flexible and open to feedback

Ability to multitask, prioritise, and manage time effectively

Should be able to speak in English and Hindi

Graduation (10+2+3) is Mandatory

0 - 3 years of work experience in a customer facing role