Associate Customer Experience Specialist

3 days ago


Muntinlupa, Philippines Fadv Full time

Are you passionate about helping others, solving problems, and making a real impact—every single day? If you’re fluent in Japanese and English, tech‑savvy, and thrive in fast‑paced environments, we’d love to meet you As an Associate Customer Experience Specialist , you’ll be the voice of First Advantage, supporting our clients and their candidates across voice, chat, and email. You’ll deliver empathetic, high‑quality service while navigating multiple systems and resolving inquiries with confidence and care. This is more than a support role — it’s a chance to grow your career, sharpen your skills, and be part of a global team that values excellence, collaboration, and continuous learning. What You’ll Do System Access & Availability : Log into required business applications (CRM, background check tools, Outlook/Teams, etc.) and remain available during scheduled hours to meet customer needs. Customer Interaction : Respond to inquiries via chat, voice, email, and other channels. Manage availability status to ensure prompt support. Inquiry Resolution : Use targeted questions to understand customer needs and provide tailored solutions—no scripts, just smart problem‑solving. Multitasking & Accuracy : Navigate multiple systems and screens to resolve issues efficiently while documenting actions in real time. Professional Communication : Maintain a calm, empathetic, and clear tone in all interactions. Explain steps and solutions effectively. De‑escalation & Quality : Handle frustrated customers with professionalism. Ensure calls meet quality assurance standards. Documentation : Record all customer interactions accurately and promptly, including contact reasons, actions taken, and follow‑ups. Internal Collaboration : Communicate with internal teams via email and CRM notes to ensure timely updates and resolutions. Training & Development : Stay current with system updates and product changes through ongoing training and reference materials. Knowledge Sharing : Contribute to internal resources by sharing insights and improving support content. Performance Management : Meet service goals (call volume, QA scores, customer satisfaction, etc.) and apply feedback to improve continuously.



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