Customer Support Advisor - Dutch Speaking

📍 Job Overview

• Job Title: Customer Support Advisor - Dutch Speaking
• Company: Entain
• Location: Pasay City, Pasay, Philippines
• Job Type: Full-time
• Category: Customer Support
• Date Posted: 2025-06-24
• Experience Level: Entry-level to 2 years
• Remote Status: On-site

🚀 Role Summary

• Provide exceptional customer support in Dutch and English across multiple channels
• Resolve customer queries and issues, aiming for first-time resolution
• Proactively identify and escalate problems to ensure customer satisfaction
• Maximize customer conversion and retention through sales-focused service approach

📝 Enhancement Note: This role requires strong communication skills, cultural sensitivity, and a proactive approach to customer service. Familiarity with customer service software and sales techniques would be beneficial.

💻 Primary Responsibilities

• Customer Interaction: Handle inbound customer contacts via phone, email, and live chat, providing assistance and resolving issues efficiently
• Problem Resolution: Diagnose and troubleshoot customer problems, escalating complex issues when necessary
• Sales through Service: Identify and pursue sales opportunities during customer interactions, maximizing customer conversion and retention
• Service Level Adherence: Maintain service level agreements (SLAs) and key performance indicators (KPIs) while ensuring high-quality customer service
• Feedback Collection: Gather and document customer feedback to improve products and services

📝 Enhancement Note: This role requires strong multitasking skills, the ability to work under pressure, and a commitment to continuous learning and improvement.

🎓 Skills & Qualifications

Education: High school diploma or equivalent; relevant college degree preferred

Experience: 0-2 years of customer service or contact center experience preferred

Required Skills:

• Fluency in English and Dutch (written and spoken)
• Excellent communication skills
• Strong problem-solving abilities
• Proactive and 'can do' attitude
• Ability to work independently and within a team
• Reliability and strong work ethic
• Flexibility with work schedules and shift patterns
• Ability to multitask and react to company needs

Preferred Skills:

• Previous customer service or contact center experience
• Familiarity with customer service software and tools
• Sales experience or training
• Knowledge of the gaming industry

📝 Enhancement Note: While not required, experience with customer service software and sales techniques can significantly enhance performance in this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: PHP 20,000 - 30,000 per month (Estimated based on market research for entry-level customer support roles in the Philippines)

Benefits:

• Regular bonus
• Healthcare support
• Stake in company success through ShareSave scheme
• Development opportunities
• Wellbeing support

Working Hours: 40 hours per week, with flexible scheduling and shift patterns

📝 Enhancement Note: Salary range is estimated based on market research for entry-level customer support roles in the Philippines. Actual salary may vary depending on experience and performance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Global sports betting, gaming, and interactive entertainment

Company Size: Large (over 20,000 employees worldwide)

Founded: 2001 (as part of Ladbrokes Coral Group; rebranded as Entain in 2020)

Team Structure:

• Customer Support Team ( reporting to the Customer Support Team Manager)
• Customer Service Department

Development Methodology:

• Focus on continuous improvement and customer satisfaction
• Regular training and development opportunities

Company Website: Entain Group

📝 Enhancement Note: Entain is a global leader in the sports betting and gaming industry, with a strong focus on customer service and innovation.

📈 Career & Growth Analysis

Customer Support Advisor Career Level: Entry-level to 2 years; responsible for handling customer inquiries, resolving issues, and driving sales through exceptional service

Reporting Structure: Reports directly to the Customer Support Team Manager within the Customer Service Department

Technical Impact: Directly influences customer satisfaction, loyalty, and company reputation through high-quality support and sales-focused service

Growth Opportunities:

• Progression to Team Leader or Supervisor roles within the Customer Support team
• Career advancement to other departments, such as Marketing, Product, or Operations
• Professional development through training programs and workshops

📝 Enhancement Note: Career progression within Entain is based on performance, skills, and individual career aspirations. The company offers various growth opportunities for motivated employees.

🌐 Work Environment

Office Type: Modern, multi-national corporate office with a collaborative and inclusive work environment

Office Location(s): 6F Tower 3, Double Dragon Plaza, EDSA cor Diosdado Macapagal Blvd, Pasay City, Philippines

Workspace Context:

• Collaborative workspace with open-plan offices and dedicated team areas
• Access to modern technology and tools for customer support and communication
• Regular team-building activities and social events

Work Schedule: Flexible scheduling with shift patterns to accommodate customer support needs

📝 Enhancement Note: Entain's work environment fosters collaboration, innovation, and employee engagement, with a strong focus on diversity, equity, and inclusion.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screening to assess communication skills and cultural fit
2. In-depth behavioral and situational interviews to evaluate problem-solving skills, sales aptitude, and customer service experience
3. Final interview with the hiring manager to discuss career aspirations and company culture

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role, as this is a customer support role with no specific technical skills required)

📝 Enhancement Note: Entain's interview process focuses on assessing communication skills, problem-solving abilities, and cultural fit. Preparation should focus on demonstrating a proactive and customer-focused attitude.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

• Putting customers first and exceeding their expectations
• Working collaboratively to deliver exceptional service
• Embracing a 'can do' attitude and going the extra mile
• Fostering a positive and inclusive work environment

Collaboration Style:

• Cross-functional teamwork with other departments, such as Marketing, Product, and Operations
• Regular team meetings and one-on-ones to discuss performance and development
• Open communication and active listening

📝 Enhancement Note: Entain's customer support team values a customer-centric approach, collaboration, and a positive work environment. Employees are encouraged to go above and beyond to deliver exceptional service.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling complex customer issues and escalations
• Meeting service level agreements and key performance indicators
• Adapting to changes in customer preferences and market trends

Learning & Development Opportunities:

• Regular training and development programs to improve customer service skills and product knowledge
• Exposure to diverse customer base and international markets
• Opportunities to work with cross-functional teams and gain insights into other aspects of the business

📝 Enhancement Note: Entain offers various learning and development opportunities to help employees grow both personally and professionally. Employees are encouraged to take ownership of their career development and seek out new challenges.

💡 Interview Preparation

Technical Questions: (N/A for this role)

Company & Culture Questions:

• How do you handle difficult or upset customers?
• Describe a time when you went above and beyond to help a customer
• How do you approach upselling or cross-selling products to customers?
• How do you stay organized and manage your time effectively when handling multiple customer inquiries?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Interview preparation should focus on demonstrating strong communication skills, problem-solving abilities, and a customer-focused attitude. Researching Entain's company culture and values can also help applicants tailor their responses to showcase a good fit.

📌 Application Steps

To apply for this Customer Support Advisor - Dutch Speaking position:

1. Submit your application through the Entain careers page
2. Tailor your resume and cover letter to highlight your customer service experience, communication skills, and cultural fit
3. Prepare for interviews by practicing common customer service scenarios and researching Entain's company culture and values
4. Consider learning more about the gaming industry and Entain's products to demonstrate your enthusiasm and commitment to the role

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