Associate - Operations Support E-commerce/ Online

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 day to day backend operations including query resolution, content management and escalations
- Monitoring and managing Customer Service operations for one or more countries (currently 4)
- 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

**Qualifications**:
**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

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