Embark on a Career with PhonePe: Automation Specialist Role in Bengaluru
PhonePe, India’s leading digital payments platform, is inviting applications for the position of Automation Specialist at its Bengaluru office. This role is ideal for professionals passionate about enhancing customer experience through automation and process optimization.
About PhonePe
Established in 2016, PhonePe has rapidly become a cornerstone in India’s digital payment ecosystem, boasting over 500 million registered users and serving more than 37 million merchants across the country. Beyond facilitating seamless transactions, PhonePe has diversified into financial services, including insurance, mutual funds, stock broking, and lending. Innovations like the Indus App Store and Pincode for hyperlocal shopping underscore its commitment to technological advancement and customer-centric solutions.
Role Overview: Automation Specialist
Location: Bengaluru, India
Reporting To: Associate Manager, Automation Platforms
Experience Required: Up to 3 years in Customer Experience (CX) and/or Automation roles
Educational Qualification: Graduates from top-tier institutes with degrees in B.E./B.Tech, BCA, or MCA
Key Responsibilities:
Lead the delivery of automation projects, ensuring successful execution of sprints and critical engineering tasks.
Collaborate with cross-functional teams to identify and implement automation opportunities that enhance customer satisfaction.
Monitor and optimize key performance indicators (KPIs) such as Customer Satisfaction Score (CSAT), contact-to-transaction ratio, and average interactions per manual ticket.
Develop and maintain comprehensive documentation for automation processes and workflows.
Drive continuous improvement initiatives to streamline customer support operations.
Desired Skills and Competencies
Customer Centricity: Proactively identify support pain points to enhance the customer experience.
Risk Mitigation: Apply prior experience to anticipate challenges and develop contingency plans.
Collaboration: Work effectively with stakeholders across various departments to drive impactful outcomes.
Ownership: Demonstrate accountability for project timelines and deliverables.
Attention to Detail: Identify gaps in processes and guide teams to implement effective solutions.
Effective Communication: Articulate ideas clearly across different levels and stakeholders, both verbally and in writing.
Prioritization and Execution: Manage tasks efficiently, ensuring adherence to sprint timelines.
Process Orientation: Commit to process compliance and seek opportunities for continuous improvement.
Why Join PhonePe?
Innovative Culture: Be part of a team that values creativity and technological advancement.
Impactful Work: Contribute to solutions that affect millions of users nationwide.
Professional Growth: Access opportunities for learning and career development in a dynamic environment.
Inclusive Environment: Work in a culture that promotes diversity and inclusion.
Application Process
To apply for the Automation Specialist position at PhonePe, please visit the official careers page:
