About PhonePe Group:
PhonePe is India’s 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!
Role: Automation/ Sr Automation Specialist
Level: Below AM
Location: Bengaluru
Reporting to: Associate Manager, Automation Platforms
About PhonePe :
PhonePe is India’s leading digital payments platform with over 400+ 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, Insurance and other wealth management products like Lending, Stock Broking, 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 function focuses on how the business engages with its customers at every point of their journey. To a large extent, it’s the sum total of all interactions a customer has with PhonePe as a brand. The objective is to become a competitive differentiator so that CX as a function is able to deliver personalized, effective interactions at every customer touchpoint, thereby continuously enhancing customer experience
Function Objective:
The goal for the automation function is to ensure minimal manual interventions while having customer experience as the primary North Star. The key responsibilities would be to scale up experience SOPs through automation channels by ensuring successful execution of projects.
Role Expectations:(KPIs/KRAs of the role)
Manage systems and platforms critical to automation activities across the assigned BU
Build a deep understanding of internal CX processes, systems and platforms
Consistently work towards improving the overall BOT, IVR
Design automation rules to implement appropriate ticketing workflow
Manage and maintain the external tools and platforms - Freshdesk, Freshbot and Salesforce
Conduct RCAs to diagnose challenges faced by end customer or internal stakeholders
Ensure data sanity and execute GTIS creation/modification/revamp
Provide feedback for continuous improvements
Experience, Skills, Qualifications
Graduate/post graduate from a top tier institute (BE/BTech, BCA/MCA)
Prior experience of at least 2+ years in CX and/or Automation
Experience of working in a multi-stakeholder and a highly dynamic matrix environment.
Ability to manage influence through persuasion, negotiation, and consensus building
Ability to identify high impact problem statements, initiate execution, and drive to closure
PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)
Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.
