The Associate will manage backend operations, resolve customer inquiries, analyze service processes, and conduct transaction reconciliations in payment operations.
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.
Job DescriptionCandidate 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
QualificationsSkills 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
- 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
Top Skills
Excel
Google Spreadsheets
Apertum Online Andheri East, Maharashtra, IND Office
Andheri Kurla Road, Center Point, JB Nagar, Andheri East, Maharashtra, India, 400047
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