Job Overview
PhonePe is looking for a Senior Automation Specialist (CX) to join its dynamic Customer Experience (CX) team in Bengaluru. This role is at the intersection of business, product, and engineering, requiring a strategic mindset to drive automation while ensuring customer satisfaction. You will collaborate closely with multiple stakeholders, own critical engineering responsibilities, and work on long-term strategic initiatives to enhance customer support processes.
Job Details
Company: PhonePe
Job Position: Senior Automation Specialist I/II, CX
Location: Bengaluru, India
Job Type: Full-time
Reporting to: Senior Manager, CX Automation
Experience: Up to 3 years in CX and/or Automation roles
Qualification: Graduate from a top-tier institute (BE/BTech, BCA/MCA)
Key Responsibilities
- Own the final delivery of automation projects, ensuring successful execution of sprints.
- Drive customer satisfaction through minimal manual interventions.
- Collaborate with product, engineering, and business teams to implement automation strategies.
- Ensure high-quality output and adherence to sprint timelines.
- Identify and preempt support pain points to improve customer experience.
- Take full ownership of sprint timelines and quality control.
- Create effective process flows and guide junior team members.
- Mitigate risks by anticipating potential challenges and planning accordingly.
- Document and communicate findings, case studies, and insights effectively.
- Continuously improve CX processes based on customer feedback.
- Ensure compliance with established processes and identify areas for improvement.
- Monitor key performance indicators (KPIs) like CSAT and Contact-to-Transaction Ratio.
- Maintain detailed records of automation efforts and their impact.
- Foster collaboration across multiple teams to align on business goals.
- Prioritize tasks effectively to meet critical deadlines.
Required Skills and Knowledge
- Strong customer-centric mindset with the ability to anticipate customer pain points.
- Risk mitigation skills to plan for potential challenges.
- Strong collaboration and interpersonal skills.
- High ownership of projects and ability to work independently.
- Strong attention to detail in process design and documentation.
- Effective verbal and written communication skills.
- Ability to prioritize tasks and focus on execution.
- Process-oriented mindset for continuous improvement.
- Strong analytical and problem-solving skills.
About PhonePe
PhonePe is India’s leading digital payments platform with over 500 million registered users and 37 million merchants. The company has expanded into financial services, including insurance, mutual funds, and lending, as well as tech-enabled businesses like Pincode (hyperlocal shopping) and Indus App Store (India’s first localized app store). PhonePe aims to empower every Indian with seamless access to digital financial services and technology.
Why Join PhonePe?
- Work for India’s leading digital payments company.
- Be part of a fast-growing technology-driven company.
- Impact millions of users and businesses across the country.
- Work with some of the best minds in the tech industry.
- Enjoy a supportive and collaborative work environment.
- Access to a wide range of employee benefits.
- Opportunities for career growth and skill development.
- Flexibility to innovate and take ownership of projects.
- Contribute to building cutting-edge financial technologies.
- Be part of a company that values inclusivity and diversity.
Important Links
Apply Link: click here