Customer Support Agent

**ABOUT FLUTTER ENTERTAINMENT**

Flutter Entertainment is a **global leader**in sports betting, gaming, and entertainment, with **annual revenues of $11.7 Bn**and a customer base of over 12 million players (in 2023) driven by a **portfolio of iconic brands,**including Paddy Power, Betfair, FanDuel, PokerStars, Junglee Games and Sportsbet.

Listed on both the **New York Stock Exchange (NYSE)**and the **London Stock Exchange (LSE),**Flutter was recently included in **TIME's 100 Most Influential Companies of 2024**in the 'Pioneers' section. Our ambition is to transform global gaming and betting to deliver long-term growth and a positive, sustainable future for our sector.

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 **780+ employees**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**

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.

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.

**KEY RESPONSIBILITES**

Reporting directly to the Team Leader, a Customer Support Advisor will:

- 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 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.

**TO EXCEL IN THIS ROLE, YOU WILL NEED TO HAVE**

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 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 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.

**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