Operations Support Associate
1 month ago
We are seeking a highly skilled and experienced Associate - Operations Support to join our team at Apertum Online Pvt Ltd.
About the Role:The successful candidate will be responsible for handling day-to-day backend operations, including query resolution, monitoring and managing Customer Service operations for one or more countries, and analysing Customer Service processes to identify areas of performance improvements.
Key Responsibilities:- Handling day-to-day backend operations, including query resolution
- Monitoring and managing Customer Service operations for one or more countries
- Analysing Customer Service processes to identify areas of performance improvements
- Handling level 2/3 escalations, providing support to our Customer Service team by analysing data and customer history
- Escalating issues to the Technology team, Trading, and Payment providers as required
- Reconciling online payment transactions and monitoring the success rate from downstream service providers
- Checking potential fraud activities to mitigate the risk in online transactions and escalating issues promptly if needed
- Executing daily and monthly payment reviews and providing reports if needed
- Managing website content, including banners and comments filtering
- 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, with an interest in sports a plus
- Fluent in written and spoken English
- Strong Excel/Google spreadsheet skills
- Bachelor's degree
- Flexibility to work in rotational shifts and week-offs, 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
The interview process will consist of a 30-minute aptitude test, followed by two remote video technical rounds, each lasting 30 minutes, and a pre-offer call with the Talent Acquisition Team.
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