Operations Support Associate

1 month ago


Mumbai, Maharashtra, India Apertum Online Pvt Ltd Full time
Job Title: Associate - Operations Support

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
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, 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
What We Offer:
  • 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:

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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