Customer Support Representative (Based in PH) at Rakuten

📍 Job Overview

Job Title: Customer Support Representative (Based in PH)
Company: Rakuten
Location: Philippines
Job Type: Full-Time
Category: Customer Support
Date Posted: 2025-06-23
Experience Level: Entry-Level (0-2 years)
Remote Status: Hybrid (Philippines)

🚀 Role Summary

📝 Enhancement Note: This role is part of Rakuten Viber's global customer support team, focusing on maintaining high user satisfaction by handling user inquiries and resolving issues efficiently.

💻 Primary Responsibilities

Timely and Professional Communication: Deliver prompt, courteous, and professional responses to user inquiries through offline channels such as email and live chat.
Enhance User Satisfaction: Strive to maintain high levels of user satisfaction by handling concerns with empathy and efficiency.
Issues Investigation: Dive into user-reported issues by gathering necessary information, conducting analysis, and documenting findings in internal articles.
Pattern Recognition: Identify and report patterns, recurring issues, and critical bugs to keep things running smoothly.

🎓 Skills & Qualifications

Education: A bachelor's degree or equivalent experience in a relevant field.

Experience: Entry-level experience in customer support or a related field.

Required Skills:

Strong problem-solving skills
Fluency in English (professional or native level)
Technical proficiency with smartphones and computer operating systems (Microsoft or Mac OS)
Familiarity with using Viber is a plus

Preferred Skills:

Experience in a customer support role
Knowledge of customer support software and tools
Ability to work in a rotating 24/7 schedule, predominantly including after-hours shifts

📊 Web Portfolio & Project Requirements (N/A)

📝 Enhancement Note: This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: PHP 25,000 - 35,000 per month (approximate, based on market research for entry-level customer support roles in the Philippines)

Benefits:

Annual discretionary bonus
Health insurance
International team
Professional environment
Internal trainings
Regular team builds
Birthday gifts
Hybrid work (home+office)
Mental health support

Working Hours: 40 hours per week, with a rotating 24/7 schedule predominantly including after-hours shifts.

📝 Enhancement Note: The salary range provided is an estimate based on market research for entry-level customer support roles in the Philippines. Actual salary may vary depending on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Rakuten is a global leader in internet services, focusing on e-commerce, digital content, and communications. In this role, you'll be part of Rakuten Viber, one of the most popular messaging apps worldwide.

Company Size: Rakuten has over 17,000 employees globally, providing a large and diverse team environment.

Founded: Rakuten was founded in 1997, with Rakuten Viber being acquired in 2014.

Team Structure: The customer support team is organized by region, with each team responsible for supporting users in their respective time zones. The team consists of support representatives, team leads, and managers.

Development Methodology: Rakuten Viber follows Agile methodologies, focusing on continuous improvement and user-centered design.

Company Website: Rakuten

📝 Enhancement Note: Company information is based on publicly available data and Rakuten's official website.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level position in customer support, focusing on handling user inquiries and resolving issues efficiently.

Reporting Structure: Customer Support Representatives report to Team Leads, who are responsible for managing day-to-day operations and providing guidance to team members.

Technical Impact: In this role, you'll directly impact user satisfaction by resolving their concerns and identifying trends in user-reported issues.

Growth Opportunities:

Promotion to Team Lead: After gaining experience and demonstrating strong performance, there may be opportunities to advance to a Team Lead position, overseeing a team of customer support representatives.
Career Transition: As you develop your skills and gain experience, you may explore other roles within Rakuten, such as quality assurance, user experience design, or product management.

📝 Enhancement Note: Career growth opportunities are based on general career progression patterns within customer support and Rakuten's company structure.

🌐 Work Environment

Office Type: Rakuten Viber has a hybrid work environment, combining remote work and on-site collaboration at their offices in the Philippines.

Office Location(s): Rakuten Viber's Philippine offices are located in Manila and Cebu.

Workspace Context:

Collaborative Environment: The hybrid work environment encourages collaboration and knowledge-sharing among team members.
Modern Workspace: Offices are equipped with modern tools and amenities to support productivity and comfort.
Flexible Work Hours: The rotating 24/7 schedule allows for flexibility in managing personal and professional commitments.

Work Schedule: The work schedule consists of rotating shifts, predominantly including after-hours shifts, to provide 24/7 customer support coverage.

📝 Enhancement Note: Work environment information is based on general hybrid work practices and Rakuten's official company culture statements.

📄 Application & Technical Interview Process

Interview Process:

Online Application Review: The hiring team will review your application, focusing on your relevant experience and skills.
Phone/Video Screen: A brief phone or video call to discuss your experience and assess your communication skills.
Behavioral Interview: A more in-depth interview focusing on your problem-solving skills, customer support experience, and cultural fit.
Final Decision: The hiring team will make a final decision based on your interview performance and application materials.

Portfolio Review Tips (N/A): This role does not require a portfolio or project requirements as it is not a web development or server administration position.

Technical Challenge Preparation (N/A): This role does not involve technical challenges or coding exercises as it is not a web development or server administration position.

ATS Keywords:

Customer Support
Problem-Solving
Communication Skills
Technical Proficiency
Customer Support Software
User Satisfaction
Issue Resolution
Pattern Recognition
Teamwork
Customer-Centric
User Experience

📝 Enhancement Note: ATS keywords are based on the job description and relevant customer support industry terms.

🛠 Technology Stack & Web Infrastructure (N/A)

📝 Enhancement Note: This role does not involve working with a specific technology stack or web infrastructure as it is not a web development or server administration position.

👥 Team Culture & Values

Customer Support Values: Rakuten Viber's customer support team values include:

User-Centric: Always prioritize user needs and strive to provide the best possible experience.
Empathy: Approach user concerns with understanding and compassion.
Proactivity: Anticipate user needs and take initiative to resolve issues efficiently.
Continuous Learning: Stay up-to-date with product updates and best practices in customer support.

Collaboration Style: The customer support team fosters a collaborative environment, encouraging knowledge-sharing and cross-functional collaboration with other teams, such as product and engineering.

📝 Enhancement Note: Customer support values and collaboration style are based on general customer support best practices and Rakuten's official company culture statements.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling High-Volume Inquiries: Manage a high volume of user inquiries efficiently and effectively.
Complex Issue Resolution: Tackle complex user issues, requiring in-depth investigation and problem-solving.
After-Hours Support: Provide support during non-standard hours, including weekends and holidays.

Learning & Development Opportunities:

Product Training: Familiarize yourself with Rakuten Viber's features and updates to provide accurate and helpful support to users.
Soft Skills Development: Enhance your communication, problem-solving, and time management skills through on-the-job experience and training opportunities.
Career Progression: Explore internal mobility opportunities within Rakuten, such as transitioning to other roles or advancing to a leadership position.

📝 Enhancement Note: Technical challenges and learning opportunities are based on general customer support roles and Rakuten's company culture.

💡 Interview Preparation

Technical Questions (N/A): This role does not involve technical questions or coding exercises as it is not a web development or server administration position.

Company & Culture Questions:

Product Knowledge: Demonstrate your understanding of Rakuten Viber's features and user experience.
Customer Support Experience: Share examples of your past customer support experiences and the outcomes you achieved.
Problem-Solving Skills: Provide examples of complex issues you've resolved and the thought process behind your solutions.
Teamwork & Collaboration: Describe your experience working in a team environment and how you've contributed to its success.

Portfolio Presentation Strategy (N/A): This role does not require a portfolio or project requirements as it is not a web development or server administration position.

📝 Enhancement Note: Interview preparation tips are based on general customer support interview processes and Rakuten's company culture.

📌 Application Steps

To apply for this customer support representative position:

Submit your application through the Rakuten Asia job portal.
Tailor your resume to highlight your relevant customer support experience and skills.
Prepare for your interview by researching Rakuten Viber's products, customer support best practices, and your own customer support experiences.
Practice problem-solving exercises to demonstrate your ability to handle user inquiries and resolve issues efficiently.

⚠️ 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.

Customer Support Representative (Based in PH)