JOB TITLE: Customer Service Advisor
LOCATION: Hyderabad
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 $14 Bn in 2024. We have a portfolio of iconic brands, including Paddy Power, Betfair, FanDuel, PokerStars, Junglee Games and Sportsbet.
As a pioneering force in the industry, Flutter is at the forefront of technological innovation, offering seamless digital experiences to millions of customers worldwide. With a commitment to responsible gaming and a focus on customer-first strategies, Flutter leverages its scale, diverse offerings, and data-driven insights to deliver entertainment while ensuring the highest safety and compliance standards. Its dynamic approach to global growth has positioned Flutter as a dominant player in established and emerging markets, pushing the boundaries of the entertainment experience.
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's100 Most Influential Companiesunder the Pioneers categorya 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.
FLUTTER ENTERTAINMENT INDIA
Our office, located in the heart of Hi-Tech City in Hyderabad, is the Global Capability Center for Flutter Entertainment. Now home to 900+ talented colleagues, we are driving the future of entertainment across critical areas like Technology, Infosec, Procurement, Customer, and HR Operations.
We are committed to crafting impactful solutions for all our brands and divisions to power Flutter's incredible growth and global impact. Our portfolio of world-class brands, global scale, and challenger mindset presents a powerful combination.
We have ambitious growth plans and goals for the future and the global and local scale to achieve them.
Position Details
As a Customer Service Advisor-Agent, 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.
Purpose of the Role
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. You'll also liaise with different departments i.e. Payments, Security, Safer Gambling, and be a go-to source for accurate information to help our customers. To keep things exciting, you might solve some extra duties as needed.
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.
What's in it for you
Our experience-based salaries are competitive.
Your Package Will Include
- Discretionary annual performance bonus
- 30 days paid leave
- Health Insurance for you and your partner, children, and parents or parents-in-law (up to 5 dependants)
- A personal interest allowance to let you learn something new or pursue a hobby
- Looking to extend your family You will receive a cash gift of 34,000 INR for your new addition whilst working for us
- 26 weeks primary carer leave, and 4 weeks secondary carer leave
- External learning support of up to 2,000 or equivalent in local currency, dedicated 4 learning Power Hours every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program and many other training opportunities for developing your skills and progressing your care
- 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
