About Apertum Online - Apertum Online is a leading B2B technology
and operations service provider company. We provide business and
technical expertise to the global online and mobile gaming
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.
You would be doing:
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;
Handle customer queries Social Media, Web Chat, E-mail.