Job Description

Ideal candidate: We are on the lookout for a dynamic Content Writer who can help PhonePe create a positive customer experience through our Help content, at every step of the Customer\'s journey. Someone who can handle various communication tasks with panache. If communication is your forte and you are eager to come on board to help us deliver a transparent and trusted customer experience, then send us your updated resume. Responsibilities: - Amplify the voice of PhonePe to create a positive customer experience - You will help improve how PhonePe interacts with its users and work hand-in-hand with peers in User Experience Design, Business, and Creative Tech to develop breakthrough interactive concepts and content strategies - Utilise strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points - Identify measures/communication changes that can be initiated based on analysis - Measure and report performance of all analysis undertaken and assess against goals - On any given day you will be involved in the development of interactive chatbot, work on new interaction models on the PhonePe App and aid 1,500+ customer support executives in delivering a customer experience that is par excellence - You will also be taking on various communication requests that hit the communication team\'s inbox. Also, as we own customer communication, we need someone who is flexible and can easily adapt to the dynamic nature of the customer service industry Key Qualifications: - 4+ years experience in content writing, crafting videos/rich-media formats, and working with consumer internet products/apps - Someone with 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 CX - A communication specialist who can collaborate with multiple verticals/teams - Should be well versed with Microsoft Excel, Powerpoint and Word, popular Content Management Systems - Experience in working with a customer experience teams will be an advantage The key focus of this role is on aligning communication to customer expectations.

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