Advisor, Grievance

<p><strong>About the role:&#xa0;</strong>&#xa0;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.&#xa0;</p><p>In this role, you will provide support to ensure that issues are either resolved faster or flagged accordingly.</p><p>One will contribute to consistently better and streamline the support systems by flagging patterns to always optimize for better customer experience</p><p><br> &#xa0;</p><p><strong>Responsibilities:</strong></p><ul><li>Act with integrity &amp; think customer-first in every interaction</li><li>Handle basic PhonePe account and transaction related queries</li><li>Ability to flex between phone &amp; data channels</li><li>Follow specified process guidelines to bring about resolution</li><li>Build customer trust through their interaction</li><li>Ability to meet hourly &amp; daily productivity goals</li><li>Leverage internal processes and resources to drive resolution</li><li>Escalate appropriately taking support from relevant teams to resolve customer issues</li><li>Recommend process improvements</li><li>Engage &amp; Educate customers so they’re able to leverage PhonePe to the fullest</li></ul>

<p><strong>Ideal candidate should :</strong></p><ul><li>Have excellent written and verbal communications</li><li>Have good learnability</li><li>Be an active listener and deal well with objection</li><li>Have strong customer orientation and ability to adapt/respond to different scenarios</li><li>Be a team player, flexible and open to feedback</li><li>Ability to multitask, prioritise, and manage time effectively</li><li>Should be able to speak in English and Hindi</li><li>Graduation (10+2+3) is Mandatory&#xa0;</li><li>0 - 3&#xa0;years of work experience in a customer facing role</li></ul><p><br> &#xa0;</p>