Associate - Operations Support

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

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
• Strong Excel / Google spreadsheet skills
• Bachelor’s degree
• Should be flexible to work in rotational shifts and weekoffs including public holidays as per business requirement

• Annual performance Bonus
• Night Shift Allowance
• Overtime Payment
• Referral Hire Bonus
• IT Asset provided
• 5 Days working
• Paid leaves of 21 days (excluding 12 public holidays)
• Health and Life Insurance
• Team Outings
• Highly talented, dependable co-workers in a global, multicultural organisation
• Our teams are small enough for you to be impactful
• Our business is globally established and successful, offering stability and security to our Team Members

Interview Process

30 min Aptitude Test
Remote video technical Round 1 interview for 30 mins
Remote video technical Round 2 interview for 30 mins
Pre-offer call with Talent Acquisition Team