Customer Care Agent

About the company

The role sits within Flutter, a global leader in online sports betting and iGaming listed on the London and New York stock exchanges. The business serves the South Europe & Africa (SEA) region through well-known brands such as Sisal and PokerStars, combining strong brand recognition, innovation and growth in a fast-moving market.

Role overview

You will join the Customer Care Operations team, which plays a key part in delivering a reliable, high-quality and positive experience to users. The position involves daily contact with customers across multiple channels, with a focus on clear, professional and empathetic communication.

From day one, you will go through structured training to become familiar with the tools, procedures and operating methods used in the role, with ongoing updates to help you work confidently and effectively. The work environment is dynamic, collaborative and centered on continuous improvement, where each interaction is an opportunity to build trust and provide useful support.

Key responsibilities

• Handle customer interactions by phone, chat and email.
• Follow communication scripts when addressing different types of issues.
• Understand customer needs, clarify information, investigate problems and offer solutions or suitable alternatives.
• Build lasting relationships and engage customers by going the extra mile.
• Respond accurately and satisfactorily to customer questions and concerns.
• Guide customers and provide assistance and support throughout the interaction.

Candidate profile

You should bring at least 3 years of experience in a similar role. The ideal candidate is proactive, adaptable, innovative and determined, with excellent spoken and written Italian.

Strong teamwork and problem-solving ability are preferred, along with excellent multitasking skills and solid time management.

Why join

The company offers a permanent contract, flexible working hours and the possibility of smart working in line with internal policy. Additional benefits include 24 extra paid hours, company devices, meal vouchers, a pension fund, preferential treatment on products offered by Intesa Sanpaolo, private supplementary health insurance with access to the company doctor, access to the Flutter Sharesave Plan, and dedicated training for professional development.

Further wellbeing and growth benefits include online meditation courses, an online medical service and counselling support from certified psychologists and coaches, continuous learning for soft and hard skills through the Learn platform with at least 4 hours per month dedicated to professional growth, support for parents and children plus contributions for new mothers, and volunteering during working hours.

Equal opportunity statement

Flutter is an equal opportunity employer and values diversity and inclusion. Candidates are welcomed without distinction of age, culture, religion, ethnicity, sexual orientation, gender identity or gender expression.

Location

Tirana, Albania.