Customer Operations Agent

OVERVIEW

As a Customer Support Advisor, you play a pivotal role in delivering outstanding customer service experiences. Your primary responsibility is to handle and process customer inquiries through email and live chat communication channels, ensuring the highest level of customer happiness and compliance with company policies and industry standards.

Reporting to a Team Leader, youll be part of a team making our customers' experiences outstanding by handling and processing inbound customer service requests, helping to keep our processes running efficiently, and capturing all relevant information for our customer databases.

Customer Service Advisors stay in the know about bet types, bet options, key events, and industry trends.

KEY RESPONSIBILITIES

Key responsibilities

Competencies

• Customer focus
• Problem Solving & Investigative
• Efficiency & Speed
• Effective Communication Written & Verbal

Technical Skills

• Strong numeracy skills
• Microsoft (Excel, Word, SharePoint)
• Outlook
• Ability to comprehend and source new information required to perform duties

Knowledge & Experience

• Technical Ability & Computer Literacy
• High attention to detail in processing and interpreting information

Values

• Collaboration (with other teams within Customer Operations and other departments)
• Resilience
• Ability to adhere to policies and compliance
• Attention to detail and Quality focus
• Productive

Behavioral Competencies

• You succeed working in a structured environment i.e. KPI’s, Ongoing Chats, Calendar not set by you
• You’re passionate about working in a team that supports each other during busy periods, being the ultimate teammate
• You thrive working in a fast-paced Contact Centre environment and strive for continuous improvement through positive action
• You are customer-focused, show compassion, and put our customers’ needs first and last

KPIs

• Adherence to all Contact Centre policies and processes
• Compliance with completing all Game On modules
• Compliance with QoS Rubrics framework
• Remain up to date across all CS communications in real-time
• Communicate and interact appropriately with all relevant stakeholders

Experience

• Experience working within 24/7 operations.

BENEFITS WE OFFER

• Access to

  Learnerbly, Udemy

  , and a

  Self-Development Fund

  for upskilling.
• Career growth through

  Internal Mobility Programs

  .
• Comprehensive

  Health Insurance

  for you and dependents.

• Well-Being Fund

  and

  24/7 Assistance Program

  for holistic wellness.

• Free Meals, Cab Allowance

  , and a

  Home Office Setup

  Allowance.

• Employer PF Contribution

  , gratuity, Personal Accident & Life Insurance.

• Sharesave Plan

  to purchase discounted company shares.

• Volunteering Leave

  and

  Team Events

  to build connections.
• Recognition through the

  Kudos Platform

  and

  Referral Rewards

  .

WHY CHOOSE US

equal-opportunity employer

ABOUT FLUTTER ENTERTAINMENT

worlds largest sports betting and iGaming operator

New York Stock Exchange (NYSE) and the London Stock Exchange (LSE).

portfolio of brands

FLUTTER ENTERTAINMENT INDIA

Global Capability Center

We are committed to crafting impactful solutions for all our brands and divisions to power Flutter's incredible growth and global impact. With the scale of a leader and the mindset of a challenger, we’re dedicated to creating a brighter future for our customers, colleagues, and communities.