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 workplace 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
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