Customer experience specialist - MHD

PHONEPE LIMITED; Bengaluru; On-site; INR 350,000 - 520,000; Full time

Benefits offered by this job

Medical Insurance

Life Insurance

Parental Benefits

Relocation Policy

Job summary

PhonePe Limited is seeking a Customer Experience Operations professional to join our Bengaluru team. You will work to understand customer issues and improve experience by collaborating with internal teams to implement solutions that help customers effectively.

You will handle account and transaction related queries, switch between phone and data channels, follow guidelines, and strive to meet hourly and daily productivity targets while building trust with customers.

Qualifications

• Excellent written and verbal communications.
• Good learnability and active listening.
• Able to adapt/respond to different scenarios and multitask.
• Fluent in English and Hindi; multilingual skills in South Indian languages preferred.

Responsibilities

• Act with integrity and think customer-first in every interaction.
• Handle PhonePe account and transaction related queries.
• Switch between phone and data channels as needed.
• Follow specified process guidelines to resolve issues.
• Build customer trust through interactions.
• Meet hourly and daily productivity goals.
• Use internal resources to drive resolution and escalate appropriately when needed.
• Suggest process improvements and educate customers to maximize PhonePe usage.

Skills

Written communication

Verbal communication

Active listening

Customer orientation

Multitasking

Time management

English and Hindi

Education

Graduation (10+2+3)

Job description

PhonePe Limited (Formerly PhonePe Private Limited) is a technology company that builds digital platforms for Payments, Digital Distribution Services and Financial Services. Headquartered in India, the PhonePe digital payments app was launched in 2016. As of April 2026, PhonePe has over 70 Crore life-till-date registered users and a digital payments acceptance network spread across over 5 Crore merchants. PhonePe’s products and services include Consumer Payments (including Digital Distribution Services), Merchant Payments, Lending and Insurance Distribution services, and New Platforms, which comprise Share.Market (stock broking and mutual funds distribution platform), and Indus Appstore (Android-based mobile app marketplace). Culture:

At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you’re excited by the idea of building platforms that touch millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!

Job Description

The PhonePe Customer Experience Operations team is focused on addressing problems that
our customers encounter while using PhonePe. As part of the team, you will look to understand customer issues better and improve customer experience by working with other internal teams to improve solutions that we can offer. Customer Experience Operations offers an ever changing landscape of varied challenges as every customer conversation is different. This offers us an opportunity to develop and challenge ourselves as we move ahead in our careers.

Role & Responsibilities:

• Act with integrity & think customer-first in every interaction
• Handle 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

Qualifications

• 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, prioritize, and manage time effectively
• Should be able to speak in English and Hindi
• Graduation (10+2+3) is Mandatory
• Multilingual skills (spoken + written) in South Indian languages are preferred

Additional Information

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

Our inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity, ideas and debates, where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of gender, sexual preference, religion, race, color or disability. If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process, please fill out this form.