Job Description

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.

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.

Hybrid Model

: 2 office days/week with flexible leave policies, including maternity, paternity, and sabbaticals.

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

Flutter is an

equal-opportunity employer

and values the unique perspectives and experiences that everyone brings. Our message to colleagues and stakeholders is clear: everyone is welcome, and every voice matters. We have ambitious growth plans and goals for the future. Here's an opportunity for you to play a pivotal role in shaping the future of Flutter Entertainment India