Associate - Customer Service (Chat Process)

2 weeks ago

Mumbai, India Apertum Online Pvt Ltd Full time

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 Description**:
**Key Responsibilities**:

- Handling customer queries on Web Chat, E-mails and Social Media
- Educate current and potential customers with product and service information
- Maintain accurate customer records
- Identify and escalate priority issues to the Team Leader and Ops Team
- Actively participate in team meetings

**Key Performance Indicators**:

- Handle all queries in a polite, professional manner
- Probe and troubleshoot customer queries, and provide a suitable and satisfactory solution
- Educate customers on services and processes
- Escalate any issues to the Team Leader
- Achieve agreed KPIs and Objectives
- Adhere strictly to shift schedules
- Adhere to laid down internal policies, procedures and processes
- Work collaboratively with the team

**Qualifications**:

- A Bachelor’s degree from any stream if a Fresher
- Minimum HSC with a minimum of 1 year of relevant experience
- Passionate about customer care
- Good typing skill
- Fluent in written and spoken English
- Able to work well under pressure and under minimum supervision
- A fast learner who is able to work with set targets
- Must be time flexible and able to work in a rotational shift system including Public holidays and weekends

Additional Information
- IT Asset provided
- 5 Days working
- Paid leaves of 21 days (excluding 12 public holidays)
- Health and Life Insurance
- Annual Bonus
- Night Shift Allowance
- Overtime Payment
- Referral Hire Bonus
- Team Outings
- Free Snacks and Drinks
- Education allowance (Training courses, Udemy, Coursera, etc.)
- Job Location: Andheri East, Near JB Nagar Metro Station

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