PhonePe is India’s leading digital payments company with over 500 million registered users and 37 million merchants. PhonePe’s services span across digital payments, financial services like stock broking, insurance, mutual funds, and more. The company is expanding rapidly into tech-enabled businesses such as Pincode for hyperlocal shopping and the Indus App Store, India’s first localized app store.

Working at PhonePe means being part of an innovative, dynamic environment where ideas flourish, creativity is nurtured, and employees are empowered to take ownership of their work from day one.

PhonePe Job Overview

About the Role

As a Customer Experience Specialist for Stock Broking, you’ll be part of PhonePe’s in-house team focused on providing exceptional support to customers. Your role involves solving customer queries, ensuring fast resolutions, and continuously improving the customer experience by identifying patterns and recommending solutions.

Responsibilities:

• Act with integrity and always put the customer first in every interaction.
• Handle account and transaction-related queries.
• Flexibly switch between phone and data channels to resolve customer issues.
• Follow processes and guidelines for quick resolutions.
• Build trust with customers through efficient interactions.
• Meet productivity goals by managing time effectively.
• Engage with customers to help them leverage PhonePe’s features fully.
• Recommend improvements in processes based on recurring issues.
• Escalate unresolved problems to relevant teams.

Ideal Candidate

An ideal candidate for this role should:

• Have excellent verbal and written communication skills.
• Possess great learnability and adaptability.
• Be an active listener with strong objection-handling skills.
• Show strong customer orientation and the ability to respond well to different scenarios.
• Be a flexible team player open to feedback.
• Handle multitasking effectively, prioritize tasks, and manage time efficiently.
• Be fluent in English and Hindi. Knowledge of South Indian languages is an added advantage.

Additional Benefits

As a full-time employee at PhonePe, you will enjoy a wide array of benefits:

• Work-Life Balance: 5-day workweek with rotational shifts.
• Insurance: Medical, critical illness, accidental, and life insurance coverage.
• Wellness Programs: Employee Assistance Program, onsite medical center, and emergency support.
• Parental Support: Maternity and paternity benefits, adoption assistance, and daycare support.
• Retirement Benefits: Gratuity, provident fund, NPS, and leave encashment.
• Education & Mobility: Higher education assistance, car lease, salary advance, and relocation benefits.

How to Apply

To apply for this position, follow these steps:

1. Click the Apply Link: Start by visiting the official PhonePe careers page and finding the job listing.
2. Fill in the Application Form: Provide your personal details, resume, and cover letter.
3. Submit Your Application: Complete the form by uploading your educational background and work experience.

Once submitted, PhonePe’s recruitment team will review your application and reach out to you if shortlisted.

Resume Keywords for Customer Experience Specialist

Incorporating the right keywords in your resume can help your application stand out and pass through Applicant Tracking Systems (ATS). Here’s a list of relevant keywords for this role and where to insert them:

1. Customer Service

Where to Insert: Summary, Experience, Skills
Example: “Dedicated professional with 2+ years of customer service experience, focused on providing top-notch support and resolving client issues efficiently.”

2. Problem Solving

Where to Insert: Responsibilities, Experience, Skills
Example: “Adept at problem solving and providing quick, effective resolutions to customer queries.”

3. Customer Satisfaction

Where to Insert: Experience, Achievements
Example: “Consistently maintained high levels of customer satisfaction by resolving inquiries within SLA timelines.”

4. Communication Skills

Where to Insert: Summary, Skills
Example: “Excellent written and verbal communication skills in English and Hindi, with a strong ability to handle customer objections.”

5. Process Improvement

Where to Insert: Achievements, Responsibilities
Example: “Suggested and implemented process improvements that reduced query resolution time by 15%.”

6. Escalation Handling

Where to Insert: Experience, Skills
Example: “Proficient in escalation handling, ensuring complex issues are resolved swiftly with support from relevant teams.”

7. Multitasking

Where to Insert: Skills
Example: “Strong multitasking abilities, with the capacity to manage multiple customer queries simultaneously.”

8. Product Knowledge

Where to Insert: Experience, Skills
Example: “Demonstrated extensive product knowledge in stock broking and financial services, enabling effective support.”

Interview Tips for Customer Experience Specialist Role

1. Understand PhonePe’s Culture
   PhonePe values innovation, customer focus, and ownership of work. Prepare examples of how you’ve demonstrated these qualities in your previous roles. Be familiar with their services like stock broking, digital payments, and financial services.
2. Highlight Your Problem-Solving Skills
   Expect to answer situational questions that assess your problem-solving ability. Be ready to explain how you have handled difficult customer queries or escalations in the past.
3. Showcase Your Multilingual Abilities
   Since the role prefers multilingual candidates, especially those proficient in South Indian languages, emphasize any language skills you have. Be prepared for interview scenarios where you might need to demonstrate this skill.
4. Be Customer-Centric
   The role revolves around improving the customer experience. Focus on providing examples where you went the extra mile to resolve customer issues or enhance satisfaction.
5. Be Ready for Role-Play
   You may be asked to participate in a mock customer call or interaction to test your communication skills and ability to handle pressure.
6. Familiarize Yourself with Basic Financial Services Terminology
   Since the role involves stock broking, ensure you understand basic financial concepts. You don’t need to be an expert, but knowing key terms and how stock markets work will give you an edge.
7. Ask the Right Questions
   During the interview, ask about team dynamics, how success is measured, and opportunities for growth. This shows you’re serious about fitting into the culture and long-term prospects.

Inserting these resume keywords strategically and preparing with relevant interview tips will help you stand out as a qualified candidate for PhonePe’s Customer Experience Specialist role.

FAQs

1. What qualifications do I need to apply?

• A graduation degree (10+2+3) is mandatory, and having 0-2 years of experience in a customer-facing role is preferred.

2. Is this a remote position?

• No, this role is based in Bengaluru, India.

3. What languages should I be proficient in?

• Fluency in English and Hindi is required. Knowledge of South Indian languages is a plus.

4. Will I work weekends?

• You will work 5 days a week, with 2 rotational days off, which may include weekends.

5. Are there any fees for applying?

• No, PhonePe does not charge any application or processing fees. This post is for informational purposes only, and all the information is sourced from official PhonePe websites.

Disclaimer

This job post is for informational purposes only, and no fees are involved at any stage of the recruitment process. The information provided has been sourced from PhonePe’s official site and is not endorsed by any recruitment agency.

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