Job Overview
Role: Customer Experience Specialist, Stock Broking Location: Bangalore Experience: Freshers/Experienced Qualification: Any Degree Mandatory Certification: NISM Certification, such as Series VI or VII
Job Description
PhonePe is hiring for the position of Customer Experience Specialist, Stock Broking in Bangalore. This role is part of PhonePe's Share Market Customer Experience Operations team, focusing on handling complex and sensitive customer issues that require detailed investigation, multiple interactions, and coordination with product, technology, and compliance teams. The position involves resolving high-level escalations and managing customer experience operations within the stockbroking domain.
Roles and Responsibilities
- High Interaction Tickets (HIT): Handling complex cases requiring multiple customer interactions, detailed investigation, personalized assistance, or cross-team coordination, taking complete ownership of issues.
- Resolving L1 Escalations: Investigating and providing appropriate resolutions for issues escalated from Level 1 customer support, requiring strong analytical ability and domain knowledge.
- Stockbroking and Financial Markets: Operating within the stockbroking customer experience function, addressing customer questions and issues related to market transactions and investment-platform experiences.
- Customer Ownership and SLA Management: Managing queues to ensure customer issues are resolved within stipulated Service Level Agreements (SLAs), following issues from investigation through resolution.
- Technical Dependencies and Escalations: Escalating technical dependencies to appropriate stakeholders and following up until resolution for issues requiring intervention from product or engineering teams.
- Root Cause Analysis and Process Improvement: Identifying opportunities for process improvement by analyzing frequent escalations and their underlying causes to reduce recurring ticket volumes.
- Documentation and Compliance: Maintaining detailed documentation for escalated cases for reporting and compliance purposes, ensuring accurate records of actions and resolutions.
Skills and Eligibility Criteria
Educational Background: Graduation with a 10+2+3 education pattern is mandatory. NISM certification, such as Series VI or Series VII, is mandatory.
Experience: Freshers and experienced candidates may apply.
Mandatory Technical Skills:
- Fluent communication in English and Hindi
- Excellent written and verbal communication skills
- Ability to explain complex financial or market concepts clearly
Competencies:
- Strong customer orientation and active listening skills
- Strong ownership and accountability
- Excellent prioritization and time-management skills
- Ability to work effectively in a high-pressure environment
- Strong problem-solving and adaptability
- Basic knowledge of Excel and/or SQL (Preferred)
- Prior stockbroking operations experience (Preferred)
- Strong understanding of financial markets (Preferred)
- Experience in a senior Customer Experience role (Preferred)