Indus Content Writer/Designer

JOB DESCRIPTION 

About PhonePe Group: 

PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

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!

The role is a strategic one impacting customer experience and hence is at the core laying the foundation for the exceptional experience each of the customers have while interacting with the support org. The role contributes to preempting and continually identifying the customer needs to design the most efficient and effective processes to drive top class experience.

Expectations

Pursue extensive data analysis, gather customer insights (VOCs) and identify possible failure points for processes which lead to issues and subsequent queries. 

Design effective automation/manual process flows including Process journey mapping, SOP documentation, BOT journey with focus on providing an exceptional Customer Experience. 

Prepare internal prioritization roadmaps basis the data/VOC analysis, work with different stakeholders to identify problem statements and scalable solutions

Drive stakeholder engagement across Product, Operations, Internal CX teams for all processes. Collaborate effectively to surface customer pain points, brainstorm for solutions, share updates etc

Act as the coordinator for all the process and customer support related requirements.

End-to-end accountability of the process flows, the conversational content to create an effortless and positive experience for the end users

Content writing for Indus Appstore - Consumer & for the developer platform

Draft and take ownership of all the help center content including FAQs, Error Messages etc with the intent to provide the end users with clear, simple and accurate information

Design and create content for Chatbots for Indus AppStore and Developer platform on new interaction models and deliver a customer experience that is par excellence

You will help improve how Indus interacts with consumers & developer partners and work with peers in Business, and Creative Tech to develop breakthrough interactive concepts and content strategies

Skills Required

Customer centricity - A natural inclination to think and act with customer first mindset. The process flows and content prepared would be to provide best-in-class support

Exceptional verbal and written communication skills - The role expects the individual to craft top class conversational content for the end users, actively participate and often lead conversations with stakeholders, communicate effectively across levels on the status updates, challenges, recommendations etc

Data Analysis and Problem solving skills - Comprehending data, deriving insights, inferring actionables are key to making progress and driving impact

Prioritization and Execution - Identifying problem statements and executing on deliverables is key to success in the role and so, skill to prioritize and ability to execute aggressively is of prime importance

Collaboration - Success in the role would come through strong interpersonal skills and collaborative abilities working with various stakeholders

Qualification

2  years experience in content writing, crafting videos/rich-media formats, and working with consumer internet products/apps

Deep understanding of customer psychology and is armed with strong narrative skills

A candidate who can cogently and passionately present and defend creative work/ideas, which improve customer experience

A communication specialist who can collaborate with multiple verticals/teams

Should be well versed with Microsoft Excel, PowerPoint and Word, and popular Content Management Systems

Experience in working with a customer experience team will be an advantage