PhonePe - Process Designer

About PhonePe :

- PhonePe is Indias 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 and Insurance products like tax-saving funds, liquid funds, international travel insurance, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others. PhonePe launched its Switch platform in 2018, and today its customers can place orders on over 300 apps including Ola, Myntra, IRCTC, Goibibo, RedBus, Oyo etc. directly from within the PhonePe mobile app.

- PhonePe is accepted at over 18 million merchant outlets across 500 cities nationally. 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! Job purpose The Merchant Support specialist acts as the primary interface between Phonepe and our business partners. The Merchant Support specialist will be responsible for providing timely and accurate operational support to Merchants on the Phonepe platform.

- The successful candidate has an immediate, distinct effect on the experience of Phonepe Merchants. A Merchant Support specialist is expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment, all while adhering to service level agreements for phone Portal and email L2 cases. Duties And Responsibilities Primarily handling merchant escalated cases daily.

- Working with the internal stakeholder to extract the resolution. Identify opportunities for process improvement, considering the merchant and partner experiences Proactively help to resolve Merchant concerns in a timely, professional and positive manner, escalating issues to next level or other internal stakeholders, as needed If required need to connect with the merchants via Phone or non-voice channel, to understand and work on the case efficiently and effectively Flexible to take up extra initiative or additional work as per the organizational requirement