Customer Support Adviser

📍 Job Overview

• Job Title: Customer Support Adviser
• Company: Ventures Lab
• Location: Manila, Philippines
• Job Type: On-site
• Category: Customer Support
• Date Posted: June 27, 2025
• Experience Level: Entry-level to Mid-level (0-2 years)
• Remote Status: On-site (Remote work available for Manila-based candidates)

🚀 Role Summary

• Handle customer inquiries and provide exceptional support across various platforms (Chat, Email, and phone)
• Resolve problems and maximize revenue-generating opportunities through effective communication and negotiation skills
• Collaborate with multiple departments and third-party providers to ensure timely and accurate customer resolutions
• Maintain accurate data input and meet pre-determined team and operational sales and service KPIs

📝 Enhancement Note: This role requires a strong customer focus, adaptability, and the ability to work effectively in a fast-paced environment. Candidates should be comfortable handling multiple tasks simultaneously and have a genuine desire to assist customers.

💻 Primary Responsibilities

• Handle customer enquiries through inbound and outbound channels, using logical questioning skills to obtain relevant information efficiently
• Provide resolutions to problems and offer suitable courses of action using well-developed negotiation skills
• Maximize revenue-generating opportunities identified during customer interactions
• Accurately input data and manage time in line with resource planners
• Collaborate directly with colleagues and engage with third-party providers to obtain missing information and resolve customer queries
• Assist customers with payment processing (Credit Cards, Bank transfers, E-wallets, Crypto, and Paysafe) and KYC procedures
• Work closely with VIP, Marketing, Risk/Payments, and other relevant departments to ensure customer satisfaction and resolution
• Provide support for the creation, implementation, and continuity of the Information Security Management System
• Engage customers actively to increase player activity and provide necessary support for process implementation and continuity

📝 Enhancement Note: This role involves a high degree of customer interaction and problem-solving, requiring strong communication skills and the ability to remain calm under pressure. Candidates should be comfortable working with multiple back offices, internal tools, and external providers to ensure customer queries are resolved promptly and accurately.

🎓 Skills & Qualifications

Education: A relevant bachelor's degree or equivalent experience in customer support, hospitality, or a related field

Experience: Previous experience in a customer support or similar customer-facing role is preferred

Required Skills:

• Excellent verbal and written communication skills in English
• Strong problem-solving and critical-thinking skills
• Proficiency in using customer support software, CRM systems, and other relevant tools
• Adaptability and flexibility to work in a fast-paced and dynamic environment
• Strong organizational skills and attention to detail
• Ability to work independently and collaboratively in a team-oriented environment
• Availability to work on a flexible schedule, including weekends and holidays if required
• A positive attitude, patience, and a genuine desire to assist customers

Preferred Skills:

• Experience working in the iGaming industry
• Familiarity with customer support software and CRM systems
• Knowledge of information security management principles
• Proficiency in additional languages (e.g., Spanish, Mandarin, or Filipino)

📝 Enhancement Note: While previous experience in customer support is preferred, candidates with strong communication skills and a proven track record of success in customer-facing roles may also be considered. Familiarity with the iGaming industry and relevant software tools is a plus but not required.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• A well-structured resume highlighting relevant experience, skills, and achievements in customer support or a related field
• Examples of successful customer interactions, problem-solving scenarios, or performance metrics demonstrating strong communication skills and customer focus
• Any relevant certifications or training in customer support, customer service, or a related field

Technical Documentation:

• A list of relevant tools, software, and technologies used in previous customer support roles
• Examples of process improvement initiatives or customer service projects that resulted in positive outcomes
• Any relevant customer feedback or testimonials highlighting exceptional customer support skills

📝 Enhancement Note: While a traditional web portfolio may not be applicable for this role, candidates should be prepared to discuss their customer support experience, provide examples of successful customer interactions, and demonstrate their problem-solving skills during the interview process.

💵 Compensation & Benefits

Salary Range: PHP 25,000 - 35,000 per month (Based on experience and market research for customer support roles in the Philippines)

Benefits:

• Competitive salary and performance-based bonuses
• Health insurance and dental coverage
• Employee discounts on company products and services
• Opportunities for career growth and professional development within the iGaming industry
• A dynamic and multicultural work environment with a strong focus on customer satisfaction

Working Hours:

• The shift schedule for this position is as follows:
  • Working Days: Monday to Sunday on rotation
  • Shift Timing: 2 pm - 11 pm & 8 pm - 5 am local time

📝 Enhancement Note: The salary range provided is based on market research for customer support roles in the Philippines. Actual compensation may vary depending on the candidate's experience, skills, and the company's performance.

🎯 Team & Company Context

🏢 Company Culture

Industry: iGaming and Online Gaming

Company Size: Medium-sized (100-249 employees)

Founded: 2018

Team Structure:

• A customer support team consisting of customer support advisers, team leads, and a customer support manager
• Close collaboration with other departments, including VIP, Marketing, Risk/Payments, and the Information Security team
• A dynamic and multicultural work environment with a strong focus on customer satisfaction and continuous improvement

Development Methodology:

• Agile methodologies for process improvement and project management
• Regular team meetings and one-on-one sessions to discuss performance, feedback, and career development opportunities
• A customer-centric approach to decision-making and problem-solving

Company Website: https://ventureslab.io/

📝 Enhancement Note: Ventures Lab is a growing iGaming company with a strong focus on customer satisfaction and continuous improvement. Candidates should be comfortable working in a dynamic and multicultural environment and be prepared to adapt to the company's fast-paced growth.

📈 Career & Growth Analysis

Customer Support Adviser Career Level: Entry-level to Mid-level (0-2 years)

Reporting Structure: Reports directly to the Customer Support Manager or Team Lead

Technical Impact: Responsible for providing exceptional customer support and assistance, ensuring customer satisfaction, and driving customer loyalty through effective problem-solving and communication skills

Growth Opportunities:

• Progression to Senior Customer Support Adviser or Team Lead role within 1-2 years, depending on performance and company growth
• Opportunities to specialize in specific areas, such as VIP customer support or payment processing
• Career progression into management or other customer support-related roles within the iGaming industry

📝 Enhancement Note: This role offers opportunities for career growth and professional development within the iGaming industry. Candidates should be motivated, driven, and committed to continuous learning and improvement to take full advantage of these opportunities.

🌐 Work Environment

Office Type: Modern and collaborative office space with a focus on employee well-being and productivity

Office Location(s): Manila, Philippines (Remote work available for Manila-based candidates)

Workspace Context:

• A dynamic and multicultural work environment with a strong focus on customer satisfaction and continuous improvement
• Close collaboration with other departments and third-party providers to ensure customer queries are resolved promptly and accurately
• Opportunities for career growth and professional development within the iGaming industry

Work Schedule:

• Flexible scheduling to accommodate customer support needs, including weekends and holidays
• A shift schedule that rotates on a weekly basis to ensure consistent customer support coverage

📝 Enhancement Note: This role requires a high degree of flexibility and adaptability, as candidates may need to work on a rotating shift schedule to accommodate customer support needs. Candidates should be comfortable working in a dynamic and fast-paced environment and be prepared to adapt to the company's growth and changing priorities.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief phone or video call to discuss the role, answer any questions, and assess communication skills and cultural fit
2. Customer Support Simulation: A role-play scenario to evaluate problem-solving skills, communication effectiveness, and customer focus
3. Final Interview: A face-to-face or video interview with the Customer Support Manager or Team Lead to discuss the role in more detail, answer any remaining questions, and make a final hiring decision

Portfolio Review Tips:

• Highlight successful customer interactions, problem-solving scenarios, or performance metrics demonstrating strong communication skills and customer focus
• Be prepared to discuss your customer support experience, provide examples of successful customer interactions, and demonstrate your problem-solving skills during the interview process

Technical Challenge Preparation:

• Familiarize yourself with the iGaming industry and relevant software tools, if applicable
• Prepare examples of successful customer interactions, problem-solving scenarios, or performance metrics demonstrating strong communication skills and customer focus
• Research the company and its products/services to ensure a strong understanding of the business and its customer base

ATS Keywords:

• Customer Support
• Communication Skills
• Problem-Solving
• Negotiation Skills
• Data Input
• Time Management
• Empathy
• Organizational Skills
• Attention to Detail
• Adaptability
• Teamwork
• CRM Systems
• Active Listening
• Flexibility
• Customer Engagement
• Information Security Management
• iGaming
• Customer Service
• Customer Satisfaction
• Customer Loyalty
• Customer Retention
• Customer Acquisition
• Customer Experience
• Customer Journey
• Customer Support Software
• CRM Systems
• Customer Relationship Management
• Customer Service Representative
• Customer Service Agent
• Customer Service Specialist
• Customer Service Supervisor
• Customer Service Manager
• Customer Support Agent
• Customer Support Representative
• Customer Support Specialist
• Customer Support Supervisor
• Customer Support Manager

📝 Enhancement Note: The interview process for this role is designed to assess communication skills, problem-solving abilities, and customer focus. Candidates should be prepared to discuss their customer support experience, provide examples of successful customer interactions, and demonstrate their problem-solving skills during the interview process.

🛠 Technology Stack & Web Infrastructure

Customer Support Software:

• Zendesk or similar customer support software
• CRM systems (e.g., Salesforce, HubSpot, or Zoho CRM)
• Internal tools and back offices for customer query management and resolution

Communication Tools:

• Email clients (e.g., Gmail, Outlook, or Thunderbird)
• Instant messaging platforms (e.g., Slack, Microsoft Teams, or Google Chat)
• Phone systems (e.g., VoIP, PBX, or cloud-based phone systems)

📝 Enhancement Note: While this role does not require proficiency in specific web technologies or programming languages, candidates should be comfortable using customer support software, CRM systems, and other relevant tools to manage customer queries and ensure accurate data input.

👥 Team Culture & Values

Customer Support Values:

• Customer focus and a genuine desire to assist customers
• Strong communication skills and active listening
• Problem-solving abilities and a proactive approach to customer service
• Empathy and patience in handling customer concerns and complaints
• Adaptability and flexibility in a fast-paced and dynamic environment
• A positive attitude and a commitment to continuous learning and improvement

Collaboration Style:

• Close collaboration with other departments and third-party providers to ensure customer queries are resolved promptly and accurately
• A customer-centric approach to decision-making and problem-solving
• Regular team meetings and one-on-one sessions to discuss performance, feedback, and career development opportunities
• A dynamic and multicultural work environment with a strong focus on customer satisfaction and continuous improvement

📝 Enhancement Note: Ventures Lab is committed to providing exceptional customer support and assistance to its valued customers. Candidates should be passionate about customer service, have strong communication skills, and be committed to continuous learning and improvement to succeed in this role.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling a high volume of customer inquiries and ensuring timely and accurate resolution
• Managing customer expectations and providing exceptional support in a fast-paced and dynamic environment
• Collaborating with multiple departments and third-party providers to ensure customer queries are resolved promptly and accurately
• Maintaining accurate data input and meeting pre-determined team and operational sales and service KPIs

Learning & Development Opportunities:

• Opportunities to specialize in specific areas, such as VIP customer support or payment processing
• Career progression into management or other customer support-related roles within the iGaming industry
• Regular training and development opportunities to enhance customer support skills and knowledge
• Exposure to a dynamic and multicultural work environment with a strong focus on customer satisfaction and continuous improvement

📝 Enhancement Note: This role offers opportunities for career growth and professional development within the iGaming industry. Candidates should be motivated, driven, and committed to continuous learning and improvement to take full advantage of these opportunities.

💡 Interview Preparation

Technical Questions:

• Customer Support Scenario: Describe a challenging customer support scenario you've faced in the past and how you handled it. What was the outcome, and what did you learn from the experience?
• Problem-Solving: How do you approach problem-solving in a customer support context? Can you walk me through your thought process when faced with a difficult customer issue?
• Customer Engagement: How do you engage customers and build rapport during customer support interactions? Can you provide an example of a successful customer engagement strategy you've used in the past?

Company & Culture Questions:

• Company Culture: How do you think your customer support skills and experience align with Ventures Lab's customer-centric approach and dynamic work environment?
• Customer Support Evolution: How do you stay up-to-date with the latest trends and best practices in customer support? How do you apply this knowledge to your customer support role?
• Customer Support Metrics: How do you measure the success of your customer support efforts? What key performance indicators (KPIs) do you use to track your performance and the performance of your team?

Portfolio Presentation Strategy:

• Customer Support Experience: Highlight your customer support experience, providing examples of successful customer interactions, problem-solving scenarios, or performance metrics demonstrating strong communication skills and customer focus
• Customer Support Skills: Be prepared to discuss your customer support skills, including active listening, empathy, problem-solving, and negotiation skills, during the interview process
• Customer Support Knowledge: Demonstrate your knowledge of customer support best practices, trends, and industry standards, and be prepared to discuss how you apply this knowledge to your customer support role

📝 Enhancement Note: The interview process for this role is designed to assess communication skills, problem-solving abilities, and customer focus. Candidates should be prepared to discuss their customer support experience, provide examples of successful customer interactions, and demonstrate their problem-solving skills during the interview process.

📌 Application Steps

To apply for this Customer Support Adviser position:

1. Submit Your Application: Click on the application link provided and submit your resume, highlighting your relevant experience, skills, and achievements in customer support or a related field
2. Prepare for the Phone/Video Screen: Review the job description and be prepared to discuss your customer support experience, skills, and career goals during the phone or video screen
3. Practice Customer Support Scenarios: Familiarize yourself with common customer support scenarios and practice your problem-solving and communication skills to ensure you're well-prepared for the customer support simulation
4. Research the Company: Learn about Ventures Lab's products, services, and customer base to ensure a strong understanding of the business and its customer support needs
5. Prepare for the Final Interview: Review the interview questions and prepare your responses, highlighting your customer support experience, skills, and career goals. Be prepared to discuss your customer support portfolio and demonstrate your problem-solving skills during the interview process

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.