PhonePe
Location
Bangalore | India
Job description
About the role:
Roles and Responsibilities:
. Handling Escalations: Act as the point of escalation for merchants and business
stakeholders, ensuring timely and effective resolution of issues.
. Continuous Improvement: Continuously improve team performance by capturing and
analyzing relevant data, metrics, insights, and best practices. Implement initiatives to
enhance team efficiency and effectiveness.
. Customer Issue Resolution: Maintain accountability for resolving customer issues,
propose solutions, and proactively address potential problems to uphold satisfactory
relationships with our key merchants.
. Communication Skills: Demonstrate excellent communication and writing skills when
interacting with both internal teams and external stakeholders.
. Attention to Detail: Exhibit a very high level of attention to detail to ensure accuracy in
all tasks and processes
.
. Merchant Platform Expertise: Possess a good understanding of merchant platforms and
processes to effectively support merchant needs.
. Reporting: Generate and provide reports on key metrics, identifying opportunities for
improvement and implementing new initiatives to enhance performance.
. Cross-Team Collaboration: Participate constructively in inter-department and cross-
service line communications to foster a collaborative work environment.
. Process Improvement: Identify and lead projects aimed at improving team processes
and overall performance.
. Team Scaling: Prepare the team for the next phase of growth by recruiting, training, and
developing team members.
Skills and Qualifications:
. Exceptional communication skills to interact effectively with customers and internal
stakeholders.
. Strong problem-solving abilities with the confidence, patience, politeness, tact, and
diplomacy to handle difficult situations.
. Creative thinking to devise innovative solutions and enhance the overall customer
experience.
. Ability to work well under pressure and meet tight deadlines.
. Proficiency in MS Office suite (Word, Excel, PowerPoint).
. 4+ years of team management experience, preferably in a Key Merchant and Payment
Gateway environment.
Job tags
Salary
