PhonePe extends 'work from home' to offline sales, customer service agents

MUMBAI: In order to minimize the risk of a severe, broad based Covid-19 outbreak in India, all businesses are taking a variety of measures to prevent the spread of infection, and trying to ensure the health and safety of all their employees, their families and the broader societal ecosystem around them.

Given the critical role that PhonePe plays in India’s digital payments ecosystem, we are working around the clock to ensure that all our services, including customer support & merchant support, continue to run seamlessly 24/7 without any sort of disruption. However, we need to balance this broader societal responsibility, with our responsibility to protect the health and safety of all our employees, contractors and extended workforce.

Accordingly, PhonePe has taken the following measures to ensure that our services continue to be fully operational 24*7, while keeping our employees safe and out from harm’s way.

Mandatory WFH policy for ALL employees till March 31st:

·        On March 12th, 2020, we introduced a mandatory work from home (WFH) policy for all our corporate office employees.

·        On March 21st, 2020, we have extended this policy for ALL our employees and ALL our contractors. This means all PhonePe employees, including ~8,500 offline sales agents and ~1500 customer service agents across the country, including all our 3rd-party contract workers, have been mandated to work from home. This decision has been taken to minimize exposure not only to PhonePe employees and their families, but also for the health and safety of the merchant partners they visit.

·        Further, PhonePe is committed to paying all our employees and contractor workers, including the entire offline sales agents, their full salaries throughout the WFH policy. This decision has been taken to ensure that none of our employees and their families are adversely impacted, from a financial standpoint, while we all fight the scourge of coronavirus over the days and weeks to come.

·        This WFH policy is in effect till March 31st for now. We will review the situation next week, and extend the WFH policy if required.

What this means for various stakeholders:

1.      Customer Service: All our customer service teams across the country are mandatorily working from home, trying to ensure that they respond to customer issues speedily. However, since our call-center facilities have been shut down temporarily, response to call-based enquiries will be delayed. So we request all customers to log all their questions and concerns via the PhonePe app itself. Just click on the Help (?) icon on the app homepage, follow the menu and lodge your tickets please.

2.      Merchant Assistance: Our offline merchant partners can reach out to our designated merchant helpdesk at or via the ‘PhonePe for Business’ app 24x7 support for any issues. Additionally, the offline sales team members will be in touch with their associated merchants remotely and will be available on call to get any issues resolved.

3.      New Hires: All new employees scheduled to join PhonePe this month are being inducted and onboarded remotely. We have a simple message for all new PhonePe_rs — “Do not worry! We are committed to your safety and can’t wait to get you started!”

4.      Candidate Interviews: All interviews for potential new hires have been moved completely to video conferencing mode since March 12th. We will continue hiring and issuing new job offers during the WFH window.

Steri-fumigation of all PhonePe offices: As a precautionary measure, we have also carried out steri-fumigation treatment for all our office facilities. We are also taking all other precautions in line with the recommendations of the medical fraternity, these include providing information on testing centres/hospitals and isolation wards, equipping people with hand hygiene products, etc.

Latest Reads
Mankind Pharma promotes ‘Atmanirbhar Bharat’ with new anthem

NEW DELHI: Motivating the citizens of the country to rise against the current tide of the ongoing pandemic, Mankind Pharma today launched an anthem which captures the true essence of the nation. Voiced by Padma Shri awardees Kailash Kher and Shankar Mahadevan, the newly launched anthem reinforces...

MAM Media and Advertising Ad Campaigns
Myntra partners with Movado Group to launch MVMT watches in India

NEW DELHI: Myntra, in a strategic partnership with Movado Group International today announced the launch of MVMT (pronounced as ’Movement’) watches on its platform. Founded in Los Angeles, MVMT watches mainly cater to new-age shoppers who are digital-savvy, with a motto that style shouldn’t break...

MAM Marketing Brands
Swaminathan Subramanian Joins Sterlite Power as Group Chief Human Resource Officer

Sterlite Power, a leading global power transmission player, today announced the appointment of Mr. Swaminathan Subramanian as the Group Chief Human Resource Officer (CHRO) of the company. In his role, Swaminathan will be responsible for leading the HR function across India and Brazil.

MAM Marketing MAM
Ajay Gahlaut moves on from Publicis Worldwide

NEW DELHIL Ajay Gahlaut, CCO and MD of Publicis Worldwide, India (PWW) has decided to move on from the agency and pursue his passion on a personal front. He will be with the agency until mid-August and will ensure a steady handover to all concerned teams and clients.

MAM Media and Advertising People
Wavemaker India bags media mandate for Sun Pharma

Sun Pharma today announced Wavemaker India as its media partner. Wavemaker India will manage integrated media mandate for Sun Pharma in India. 

MAM Marketing MAM
Wunderman Thompson Kolkata wins CenturyPly account for corporate & panel division

NEW DELHI: After a multi-agency pitch, Wunderman Thompson Kolkata, has won the CenturyPly account for the corporate and panel division. In addition to corporate, the mandate covers ply, board and a few other lines of business.  The multi-agency pitch process began on 3 October last year. The pitch...

MAM Media and Advertising Account
Vikram Hemdev joins as COO of Laqshya Hyderabad Airport Media

NEW DELHI: Laqshya Media has got on board Vikram Hemdev as COO – Laqshya Hyderabad Airport Media Pvt Ltd (LHAMPL), the joint venture between Laqshya Media Limited and GMR group. Prior to joining Laqshya Media, Hemdev’s last assignment was with Times OOH as the business head – traditional out of...

MAM Media and Advertising People
Samsung enhances contactless customer service offerings with new WhatsApp support

NEW DELHI: Samsung, India’s most trusted consumer electronics and smartphone brand, has started offering customer support through WhatsApp to provide prompt resolution to queries of consumers from the comfort of their homes. With this Samsung has strengthened its contactless customer service...

MAM Marketing Brands
Puma expands experiential retail concept in India

NEW DELHI: Global sportswear brand PUMA today announced the launch of its entirely remodeled stores at Banjara Hills, Hyderabad and Pacific Mall, New Delhi. Spread over 4200 sq ft and 3800 sq ft, respectively, it seamlessly combines technology, sports and experiential retail under one roof. This...

MAM Marketing Brands

Sign up for our Newsletter

subscribe for latest stories

* indicates required