Associate Customer Experience Specialist at First Advantage

Overview

As an Associate Customer Experience Specialist , you will be on the front line of support, delivering high-quality service to our clients and their candidates across voice, chat, and email. You will manage multiple business applications, handle customer inquiries, and resolve issues efficiently and professionally. This role requires multitasking, proficiency in business applications, and a customer-focused mindset to ensure a seamless experience and satisfaction for all customers.

WHAT’S IN IT FOR YOU?

• Global and dynamic culture
• 20% Night Differential Pay
• Hybrid work setup (once a month in the Alabang office)
• Company provided equipment

• Efficient Application Login & Availability - Log into multiple business applications promptly and remain available during scheduled work hours, except during scheduled breaks. This includes systems like CRM, background check databases, call center technology, and communication tools like Outlook/Teams. Adherence to a strict schedule is required to meet customer needs.
• Managing Customer Interactions Across Channels - Respond to incoming customer contacts via chat, voice, email, and new communication channels as they are introduced. Use available controls to manage availability status, ensuring you are ready to assist when required.
• Effective Inquiry Handling & Issue Resolution - Determine the purpose of each contact through targeted questions, as no scripts are used. Interactions vary from rescheduling appointments to troubleshooting login issues. Each situation requires a tailored response, and solutions are provided based on the customer’s unique needs.
• Multi-tasking for Accurate Problem Resolution - Resolve customer issues quickly and accurately by utilizing information within various business applications, resources and FA-supported customer platforms. Navigate systems, review client-specific fact sheets, retrieve data, enter search queries, and manage tasks simultaneously to resolve cases and document efficiently and accurately.
• Professional & Empathetic Communication - Conduct all interactions with professionalism, maintaining a calm, polite, and empathetic tone. Explain the situation clearly and outline the steps you will take to address and resolve the issue.
• De-escalation & Quality Control - Manage and de-escalate customer frustrations effectively. Calls are monitored for quality assurance and performance development; agents must demonstrate professionalism under pressure and contribute to a positive customer experience.
• Accurate & Timely Documentation - Document all interactions in company systems promptly and accurately. Capture the reason for contact, details shared with clients or escalation teams, actions taken, resolutions, and necessary follow-ups. Ensure documentation is completed during contact or within two minutes of contact closure.
• Effective Internal Communication & Follow-up - Follow up with internal teams via email and case notes in the CRM. Ensure communications are clear, professional, and grammatically correct. Provide updates and resolutions based on customer interactions, including research or escalation details.
• Continuous Learning & Training - Participate in required training to stay informed about system updates, product changes, and evolving customer needs and services. This may include online courses, live or virtual sessions, and review of reference materials to ensure compliance with FA’s processes and service standards.
• Contributing to Knowledge Base & Improvement - Contribute to the knowledge base by helping enhance resources for future cases and sharing insights to aid customer service improvements across the organization.
• Work Pace and Performance Management - Manage work pace and quality to meet performance goals (e.g., call volume, call length, QA scores, customer satisfaction, compliance, confidentiality, professionalism). Act on feedback from supervision and metrics to continuously improve efficiency and effectiveness.

• Handle a high volume of customer contacts across various channels (phone, chat, email, etc.).
• Use multiple software applications and systems simultaneously with ease.
• Quickly assess customer needs and resolve issues efficiently.
• Communicate professionally and empathetically, both verbally and in writing.
• Document all customer interactions accurately and follow procedures closely.
• Willingness to learn new tools, processes, and adapt to changing customer needs.
• Maintain a calm, empathetic, and solution-focused demeanor in all situations.
• Demonstrate strong time management by handling tasks and applications efficiently.
• Multitask effectively in a fast-paced environment while ensuring high-quality service.
• Ensure attention to detail in all documentation to maintain accuracy and customer satisfaction.
• Adapt quickly to new systems, product updates, and changes in customer requirements.
• Collaborate with internal teams to share information and ensure timely issue resolution.
• Knowledge of common computer configurations and strong computer navigation skills.
• Prior experience with Microsoft Windows Operating Systems.
• Permanently residing in the Philippines

• High school diploma/GED required. (US requirement only)
• Two years of experience in a customer-facing or knowledge delivery role preferred.

• For remote or hybrid positions, you must have a dedicated workspace that is free from distractions and ensures privacy.
• Internet speeds sufficient to support company systems; minimum 120 Mbps download and 10 Mbps upload is required. Computers must be hard wired to a router (equipment provided).
• All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.
• This role routinely uses standard office equipment such as a computer, keyboard, and phone.

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.