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Customer Support Advisor - Agent

Flutter Entertainment -
Hyderabad, Telangana

Apply Now

Job details

Permanent
4 days ago

Benefits

Commuter assistance
Health insurance
Life insurance

Qualifications

Microsoft Word
Microsoft Excel
Microsoft Outlook
Computer literacy
Flutter
SharePoint
Communication skills

Full job description

Hyderabad, India
Permanent
Flutter International

JOB TITLE: Customer Service Advisor

LOCATION: Hyderabad

ABOUT FLUTTER ENTERTAINMENT

Flutter Entertainment is the world’s largest sports betting and iGaming operator with 15.9 million Average Monthly Players worldwide and annual revenue of $16.4 billion in 2025. We have a portfolio of iconic brands, including FanDuel, Paddy Power, Betfair, PokerStars, Sisal, 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). We’re proud to be recognized by TIME as one of the World’s Best Companies 2025 — a reflection of the passion and commitment of our colleagues across the globe.
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 in the heart of Hi-Tech City , Hyderabad, serves as Flutter Entertainment’s Global Capability Center (GCC). Now home to 1,000+ talented colleagues, we are shaping the future of entertainment across critical areas such as Customer Support Operations, Data & Technology, Business Operations (Finance, HR, Procurement), and HR Tech & Analytics.

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.

OVERVIEW OF THE ROLE

As a Customer Service 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. 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 RESPOBSIBILITIES

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.

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

Apply Now

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