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Associate - Customer Success

1 month ago

Mumbai, India S&A Solutions Full time

**Associate - Operations Support - Job Description**

**About Apertum Online - **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.

**Key Responsibilities**
- Handling day to day backend operations including query resolution.
- Monitoring and managing Customer Service operations for one or more regions.

(We are operating 6 African regions for now and emerging in international markets)
- Analyze the Customer Service processes and help identify areas of performance improvements.
- Handling level 2/ 3 escalations providing support to our Customer Service team by analyzing data and customer history.
- Escalations to Technology team, Trading and Payment providers.
- To reconcile online payment transactions and monitor the success rate from downstream service providers, also provide reports of daily and monthly payment review.
- To check potential fraud activities to mitigate the risk in online transactions and escalate issues. promptly if needed.
- Working with product and business intelligence teams analyzing business requirements and performing gap analysis
- Collaborating with cross-functional teams and taking initiatives, like developing new procedures and streamlining.

**Skills and Qualification Requirements**
- Fluent in written and spoken English.
- Strong Excel / Google Spreadsheet skills
- 1+ years of general experience in E- Commerce or related online company
- 1+ years of ops support experience in gaming and with an interest in sports a plus
- Working knowledge of database architecture and management (preferably MySQL and Oracle) **is a plus.**:

- Should be flexible to work in night shifts and weekends on rotation basis.

**Salary**: ₹450,000.00 - ₹700,000.00 per year

**Benefits**:

- Food provided

Schedule:

- Rotational shift

Supplemental pay types:

- Overtime pay
- Shift allowance
- Yearly bonus

Ability to commute/relocate:

- Mumbai Suburban, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 1 year (preferred)
- Live chat: 1 year (required)

**Language**:

- En (preferred)

**Speak with the employer**
+91 7304854551

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