Candidate Profile
- The Candidate should have proven experience in Payment operations.
- The candidate should be an analytics-driven individual with excellent problem-solving skills
- The candidate is expected to have proven experience in root cause analysis and handling escalated issues promptly in an internet company
- The candidate is expected to have experience in handling general inquiries and escalated issues promptly within an online customer service structure
- The candidate is expected to be detail-oriented for financial data check with hands-on experience of back-office systems
Key Responsibilities
- Handling day to day backend operations including query resolution
- Monitoring and managing Customer Service operations for one or more countries
- 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
Preferred: Games Operations / Online Gaming Qualifications
Skills and Qualification 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 and with an interest in sports a plus
- Fluent in written and spoken English
- Solid Excel / Google spreadsheet skills
- Bachelor s degree
- Should be flexible to work in rotational shifts and weekoffs including public holidays as per business requirement