Role & responsibilities Handling customer queries on Web Chat . 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. Handle all queries in a polite, professional manner. Probe and troubleshoot customer queries and provide a suitable and satisfactory solution. Educate customers on services and processes. Achieve agreed KPIs and Objectives Adhere strictly to shift schedules. Adhere to laid down internal policies, procedures, and processes. Work collaboratively with the team Desired Candidate Profile 1-5 years of experience in a similar role handling international non-voice processes (chats). Strong understanding of chat support, web chat, chat process, non-voice process, and international chat process. Excellent communication skills for effective interaction with customers over various channels Minimum HSC with a minimum of 6 months of relevant experience Good typing skill Passionate about customer care Able to work well under pressure and under minimum supervision. A fast learner who can work with set targets. Must be time flexible and able to work in a rotational shift system including public holidays and weekends Perks and benefits Annual Performance Bonus Night Shift Allowance Overtime Payment Referral Hire Bonus Health and Life Insurance IT Asset provided 5 days working Paid leaves of 26 days (excluding 08 public holidays) Team fun activities Quarterly Team Outings How to Reach Us: Gurugram Address: Time and Venue 22nd July - 28th July , 11.00 AM - 6.00 PM Apertum Online Office address : 04th floor, Plot no. 18, sector- 44. Gurugram Haryana 122003, India. Contact Person - Meenakshi Sharma Email Id - Meenakshi.sharma@apertumo.com Contact Number - 9667243448 We look forward to meeting you!

- Coordinate with Tech for new game launches; ensure thorough testing, error-free setup, and expected game behavior. - Handling day-to-day backend operations including query resolution, content management, and escalations. - Ideate and propose promotional campaigns to acquire new users and re-engage existing ones; define goals, track metrics, and share performance reports. - Conduct regular competitor analysis to identify popular games, missing features, and opportunities for improvement. - Analyze ongoing promotions to evaluate their effectiveness based on proposed performance metrics. - Monitor user and game-level risk; review top winners, betting patterns, and escalate concerns to relevant teams. - Track GGR% churn, and other key business metrics daily/weekly/monthly; suggest action plans for growth. - Continuously review launched games to suggest gameplay, interface, or feature enhancements. - Work with Designers to create impactful promotional banners by providing creative direction and performance-based feedback. Relevance Experience in monitoring games, campaigns & users Working knowledge on CRM Relevant experience in an analyst function preferably in gaming or IT/ E com sector Preferably 1+ years of Ops support ex

Responsibilities Coordinate with Tech for new game launches; ensure thorough testing, error-free setup, and expected game behavior. Handling day-to-day backend operations including query resolution, content management, and escalations. Ideate and propose promotional campaigns to acquire new users and re-engage existing ones; define goals, track metrics, and share performance reports. Conduct regular competitor analysis to identify popular games, missing features, and opportunities for improvement. Analyze ongoing promotions to evaluate their effectiveness based on proposed performance metrics. Monitor user and game-level risk; review top winners, betting patterns, and escalate concerns to relevant teams. Track GGR%, churn, and other key business metrics daily/weekly/monthly; suggest action plans for growth. Continuously review launched games to suggest gameplay, interface, or feature enhancements. Work with Designers to create impactful promotional banners by providing creative direction and performance-based feedback. Requirements Relevance Experience in monitoring games, campaigns & users. Working knowledge on CRM. Relevant experience in an analyst function preferably in gaming or IT/ E com sector. Preferably 1+ years of Ops support experience in gaming/ E com and with an interest in sports. Working knowledge of database architecture and management (preferably MySQL and Oracle) is a plus. Fluent in written and spoken English. Strong Microsoft Excel skills/ Google spreadsheet skills.