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Associate Operations Support, Mumbai
Apertum Online
Skills
1) 1+ years of general experience in E-Commerce or related online company. (2) 1+ years of ops support experience in gaming.
Associate Operations Support, Mumbai
Job Description
Roles and Responsibilities:
Candidate Profile
• 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.
• 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, 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 analyzing data and customer history.
• Escalations to the 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.
• 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 analyzing data and customer history.
• Escalations to the 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.
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.
• Bachelor’s degree and above in a related subject (science major) would be beneficial
• Should be flexible to work in night shifts and weekends on a rotation basis.
• 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.
• Bachelor’s degree and above in a related subject (science major) would be beneficial
• Should be flexible to work in night shifts and weekends on a rotation basis.
Education + Experience + Salary
- Education: Graduate (Engineers, MBA, CA, MBBS are okay)
- Experience: 2 Year
- Annual CTC: 400000 to 700000
Country, State and City
- India
- Maharashtra
- Mumbai