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Role at a glance
You will
Handling day to day backend operations including query resolution
Monitoring and managing Customer Service operations for one or more countries
Analyse the Customer Service processes and help identify areas of performance improvements
Experience
1+ years
Must-have skills
Customer Service
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Job description
Location: Mumbai, MH, India Department: Information Technology
Job Description
Candidate Profile
The Candidate should have proven experience in Payment operations.
The candidate should be an analytics-driven individual with excellent problem-solving skills
The candidate is expected to have proven experience in root cause analysis and handling escalated issues promptly in an internet company
The candidate is expected to have experience in handling general inquiries and escalated issues promptly within an online customer service structure
The candidate is expected to be detail-oriented for financial data check with hands-on experience of back-office systems
Key Responsibilities
Handling day to day backend operations including query resolution
Monitoring and managing Customer Service operations for one or more countries
Analyse the Customer Service processes and help identify areas of performance improvements
Handling level 2/ 3 escalations providing support to our Customer Service team by analysing data and customer history
Escalations to Technology team, Trading and Payment providers as required
To reconcile online payment transactions and monitor the success rate from downstream service providers
To check potential fraud activities to mitigate the risk in online transactions, and escalate issue promptly if needed
To execute daily & monthly payment review and provide reports if needed
Website content management including banners and comments filtering
Preferred: Games Operations / Online Gaming
Qualifications
Skills and Qualification Requirements
1+ Years of Experience in Payment operations
Relevant experience in an analyst function preferably in gaming or IT/ Ecom sector
1+ years of Ops support experience in gaming/ Ecom and with an interest in sports a plus
Fluent in written and spoken English
Strong Excel / Google spreadsheet skills
Bachelor’s degree
Should be flexible to work in rotational shifts and weekoffs including public holidays as per business requirement
Additional Information
Annual performance Bonus
Night Shift Allowance
Overtime Payment
Referral Hire Bonus
IT Asset provided
5 Days working
Paid leaves of 21 days (excluding 12 public holidays)
Health and Life Insurance
Team Outings
Highly talented, dependable co-workers in a global, multicultural organisation
Our teams are small enough for you to be impactful
Our business is globally established and successful, offering stability and security to our Team Members
Interview Process
30 min Aptitude Test
Remote video technical Round 1 interview for 30 mins
Remote video technical Round 2 interview for 30 mins
Pre-offer call with Talent Acquisition Team
Company Description
Apertum Online is a leading B2B technology and operations service provider company based out of Mumbai, India providing business and technical expertise to the global online and mobile gaming industry.
Apertum offers a dynamic and rewarding environment for high achievers looking to work and learn alongside like-minded individuals to build and support scalable products which already provide entertainment to millions of users and take them to the next level.
