CUSTOMER SUPPORT ADVISOR

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Job Description

CUSTOMER SUPPORT ADVISOR

THE ROLE: CUSTOMER SUPPORT ADVISOR


Want to be part of a market-leading Customer Support Team in Hyderabad, India
If you answered yes, then we have the perfect opportunity for you. As a Customer Support Advisor, you'll get the opportunity to work with a dynamic and forward-thinking team, supported by managers that will help your career growth.

The role will ensure you're a pivotal part of our International Customer Service Team that helps manage player verification aspects of the Paddy Power Betfair (PPB) customer experience. You will need to show quick learning ability and a high level of adaptability to different products and be able to adjust to varying communication channels (such as Live chat, email, etc.).

You will initially support the Qatar World Cup 2022, where you may have to work night shifts and could then be moved to support our other brands under Flutter International, giving you an experience of working across different leading brands under one parent company.
A working pattern suited for you!

This role follows a hybrid approach to working, allowing you to combine working from home with working in our modern office. These discussions are between you and your manager to find the best pattern for you both! We will kit you out to work from home but know that working as a team is what makes us great and spending quality time together in an office environment is essential for keeping us mission-aligned.

WHAT YOU'LL BE DOING:
Reporting directly to the Team Leader, a Customer Support Advisor will:
Respond promptly and effectively to incoming or outgoing communication to player contacts and exhibiting high levels of attention to detail (chats, emails etc.).
Ensure that customer accounts are validated correctly and as per regulations.
Ensure that more complex customer issues are followed up and resolved in a timely manner.
Proactively develop customer relationships by maintaining contact at an appropriate level.
Escalate recurring customer issues to Team Leader/ SMEs and relevant internal department where applicable.
Contribute to the ongoing development and improvement of the PPB customer experience.
The above list of job duties is not exclusive or exhaustive and the role holder will be required to undertake such tasks as may reasonably be expected within the scope and expectations of the role .
WHO WE ARE LOOKING FOR:
Your experience:
Excellent communication skills English both written and oral
Customer service experience, ideally in a multi-channel contact center environment dealing with high amounts of contacts.
Experience of using Microsoft Word, Excel and the Internet and good general keyboard skills
Show initiative, suggesting ways to improve the PPB customer experience.
Flexible approach to working in a dynamic and often hectic environment.
High level of customer service orientation, with a proven ability to see problems through to their resolution.
Desired skills:
Foreign Language knowledge would be a bonus.
A passion for gaming products and applicable expertise.
Shows initiative, suggesting ways to improve the PPB customer experience.
Required skills:
A proven team player with a can do attitude.
Excellent interpersonal skills, with the ability to deal effectively and professionally with difficult customers.
WHAT'S IN IT FOR YOU
Our experience-based salaries are competitive.
Your package will include:
Discretionary annual performance bonus
15 days paid annual leave and 12 days casual leave
Annual allowance for health and dental services
The option to join our company pension scheme
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
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 career

About

PokerStars and Paddy Power Betfair are part of Flutter Entertainment Plc, a global sports betting, gaming, and entertainment provider headquartered in Dublin and part of the FTSE 100 index of the London Stock Exchange. Flutter brings together exceptional brands, products and businesses and a diverse global presence in a safe, responsible, and ultimately sustainable way.
We are an equal opportunity employer that values diversity. We do not discriminate on any protected characteristic as defined by applicable law.