Customer Experience Specialist, Mutual Funds

About the role

Join our Customer Experience Operations team to resolve inquiries related to our mutual funds and financial products. You will act as a primary point of contact for users, ensuring their concerns are addressed with accuracy and efficiency while contributing feedback to improve our platform.

Key facts

What you'll do

• Manage and resolve user queries regarding PhonePe accounts and financial transactions.
• Switch between phone and data-based communication channels to assist customers.
• Adhere to established operational guidelines to ensure consistent service quality.
• Build and maintain user trust through professional and helpful interactions.
• Meet defined hourly and daily productivity targets.
• Collaborate with internal departments to escalate complex issues and drive resolutions.
• Suggest improvements to existing internal processes based on user feedback.
• Educate customers on how to maximize the utility of the PhonePe platform.

Requirements

• Mandatory graduation degree (10+2+3 pattern).
• Proficiency in both English and Hindi is required.
• Excellent written and verbal communication skills.
• Ability to listen actively and handle objections professionally.
• Strong multitasking, time management, and prioritization skills.
• Adaptability to changing scenarios and openness to constructive feedback.
• Strong customer-first mindset.

Nice to have

• Fluency in South Indian languages (spoken and written).

Skills & tools

• Customer support operations
• Financial product knowledge (Mutual Funds)
• Multichannel communication (Voice and Data)

Practical notes

• Benefits include medical, critical illness, accidental, and life insurance.
• Wellness support includes an employee assistance program, onsite medical center, and emergency support.
• Parental support covers maternity, paternity, adoption, and day-care programs.
• Retirement and financial benefits include PF, gratuity, NPS, leave encashment, car lease, and higher education assistance.
• Relocation and travel support policies are available.
• PhonePe is an equal opportunity employer. Candidates requiring reasonable accommodation for the application or interview process may use the disability support form provided on our careers page.