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. i want interview questions and answers full pdf form
Flutter Entertainment is a global leader in sports betting and iGaming, and their Customer
Support Advisor role in Hyderabad is central to maintaining high standards of customer
experience and operational excellence. For interview preparation, candidates should expect
questions covering customer service scenarios, technical skills, behavioral competencies, and
understanding of Flutter’s products and values.

Sample Interview Questions & Answers

Customer Focus & Problem Solving

Q1: How do you handle a customer who is upset about a lost bet?
A: I listen attentively, empathize with their feelings, and provide a clear explanation of our
betting rules. I aim to resolve their issue or escalate it where necessary, always ensuring the
customer feels heard and respected.
Q2: Describe a time you solved a complex problem for a customer.
A: When a customer was unable to access their account, I investigated the issue by reviewing
their login history and security details, communicated clearly throughout, and coordinated with
technical teams to restore access promptly.

Efficiency & Communication

Q3: How do you manage multiple live chats at once while maintaining service quality?
A: I prioritize urgent queries, use pre-set responses for common issues, and stay organized
using tools like Excel and Outlook while ensuring each customer gets personalized attention.
Q4: Explain your approach to written communication in customer support.
A: I keep my messages clear, concise, and professional, double-check facts before responding,
and adapt my tone to the customer’s needs, ensuring compliance with company guidelines.

Technical Skills
Q5: What experience do you have with Microsoft Excel and SharePoint?
A: I have used Excel for data entry and analysis, and SharePoint to share documents within
teams, ensuring efficiency and accuracy in daily tasks.
Q6: How do you stay updated on new information relevant to your role?
A: I regularly check internal communications, attend training modules, and collaborate with
teammates to remain informed of key updates and industry trends.

Values & Behavioral Competencies

Q7: How do you show collaboration in a high-pressure environment?
A: I proactively assist teammates during busy periods and communicate effectively to ensure
shared goals are met, fostering a supportive atmosphere.
Q8: Tell us about a time you demonstrated resilience at work.
A: During peak hours, when call and chat volumes are high, I maintain focus, apply stress-
reduction techniques, and ensure no compromise on service quality.

KPIs & Policies

Q9: What steps do you take to ensure policy compliance?
A: I review all procedures regularly, complete mandatory training modules, and follow the QoS
Rubrics to guarantee all interactions meet standards.
Q10: How do you ensure you are up-to-date with CS communications?
A: I set aside daily time to review updates and actively participate in team briefings and ongoing
chats.

PDF Download Preparation

To provide a full PDF document, the compiled list above is ready for export. Here’s the
compilation approach:

Section Questions Answers

How do you handle a customer upset Listen empathetically, explain rules,

Customer Focus & about a lost bet? resolve/escalate.
Problem Solving Describe a time you solved a complex Investigate, communicate, resolve
problem for a customer. quickly.

Prioritize, use tools, personalize

Efficiency & How to manage multiple live chats? messages.
Communication Approach to written communication? Clear, concise, professional,
compliant.

Data entry, sharing docs, accurate

Experience with Excel/SharePoint?
Technical Skills work.
Stay updated on new info?
Check updates, collaborate, train.

Help team, share goals.

Values & Behavioral Show collaboration under pressure?
Maintain focus, stress management,
Competencies Example of resilience?
quality service.

Steps for policy compliance? Review procedures, complete

KPIs & Policies How to stay updated with training, follow frameworks.
communications? Daily review, join briefings/chats.

This structure can be used to create a professional PDF for interview preparation, covering all
key areas, competencies, and sample responses as requested.