Customer Support Advisor - Agent

ABOUT FLUTTER ENTERTAINMENT:

Flutter Entertainment is the world’s largest sports betting and iGaming operator with 13.9 million average monthly players worldwide and an annual revenue of $14Bn in 2024. We have a portfolio of iconic brands, including Paddy Power, Betfair, FanDuel, PokerStars, Junglee Games and Sportsbet.

Flutter Entertainment is listed on both the New York Stock Exchange (NYSE) and the London Stock Exchange (LSE). In 2024, we were recognized in TIME’s 100 Most Influential Companies under the 'Pioneers' category—a testament to our innovation and impact. Our ambition is to transform global gaming and betting to deliver long-term growth and a positive, sustainable future for our sector. Together, we are Changing the Game!

Working at Flutter is a chance to work with a growing portfolio of brands across a range of opportunities. We will support you every step of the way to help you grow. Just like our brands, we ensure our people have everything they need to succeed.

FLUTTER ENTERTAINMENT INDIA:

Our Hyderabad office, located in one of India’s premier technology parks is the Global Capability Center for Flutter Entertainment. A center of expertise and innovation, this hub is now home to over 900+ talented colleagues working across Customer Service Operations, Data and Technology, Finance Operations, HR Operations, Procurement Operations, and other key enabling functions.

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. OVERVIEW OF THE ROLE:

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, you’ll 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

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

• 0-2 years of experience in Customer Support role.

• Experience working within 24/7 operations.

Equal opportunities:

At Flutter International we are committed to creating an inclusive environment where our people can be their authentic selves and thrive. We embrace and celebrate diversity, respecting all our uniqueness and differences.

The group:

Flutter International is a proud member of the Flutter Entertainment family, a worldwide leader in sports betting, gaming, and entertainment. We're not just another company; we're part of the FTSE 100 index on the London Stock Exchange. What sets us apart is our exceptional blend of brands, top-notch products, and a global presence that spans across 40 countries. What truly defines us is our commitment to ensuring that the thrill of gaming and entertainment is experienced in a responsible and sustainable way. Our remarkable team of over 8,000 colleagues drives this vision, spread across 28 offices worldwide.