Associate - Customer Service

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 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.

Key Responsibilities: 

• Handling customer queries on Web Chat, E-mails and Social Media
• Educate current and potential customers with product and service information
• Maintain accurate customer records
• Identify and escalate priority issues to the Team Leader and Ops Team
• Actively participate in team meetings

Key Performance Indicators:

• Handle all queries in a polite, professional manner
• Probe and trouble-shoot customer queries, and provide a suitable and satisfactory solution
• Educate customers on services and processes
• Escalate any issues to the Team Leader
• Achieve agreed KPIs and Objectives
• Attend coaching sessions with Customer Service Supervisor
• Adhere strictly to shift schedules
• Adhere to laid down internal policies, procedures and processes
• Work collaboratively with the team
• Logical reasoning

• Bachelor’s degree from any stream
• Passionate about customer care
• Good typing skill
• Fluent in written and spoken English
• An excellent communicator
• 5 days working
• Rotational shifts and week offs
• Must be time flexible and able to work in a shift system including Public holidays and weekends
• Positive attitude
• Able to work well under pressure and under minimum supervision
• A fast learner who is able to work with set targets
• A team player