Associate Customer Experience Specialist (Batch Start - 13 Jul 2026)

First Advantage Corporation; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

First Advantage Corporation is seeking an Associate Customer Experience Specialist for the Bangalore office. The role involves handling multi-channel customer interactions, logging into multiple systems, and providing accurate resolutions in real time.

The position emphasizes professionalism, empathy, and adherence to scheduled work hours. You will navigate CRM and internal platforms to document cases, escalate when needed, and contribute to knowledge bases.

Responsibilities

• Efficiently login to multiple business applications and maintain availability during scheduled hours using CRM, background check databases, Outlook/Teams, and related tools.
• Handle customer interactions across channels (chat, voice, email) and adapt to new channels as they are introduced.
• Diagnose and resolve inquiries by asking targeted questions and providing tailored solutions based on customer needs.

Job description

Associate Customer Experience Specialist (Batch Start - 13 Jul 2026)We use cookies to make the safest and most effective website possible.### Associate Customer Experience Specialist (Batch Start - 13 Jul 2026)Apply: IN\\_Bangalore\\_Office: Full time: Posted 30+ Days Ago: R9958Responsibilities* **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. This involves navigating various systems, reviewing client-specific fact sheets for standard operating procedures, and account details, while efficiently navigating multiple screens and systems to retrieve relevant data, enter search queries, and mange tasks simultaneously, all in real-time, 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 help resolve the issue.* **De-escalation & Quality Control-** Manage and de-escalate customer frustrations effectively. Calls are monitored for quality assurance and performance development, so 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. This includes capturing the reason for contact, details shared with clients or escalation teams, actions taken, resolutions, and necessary follow-ups. Tickets may need to be entered and assigned to other departments, who may also need to be contacted in real-time during the interaction. Additionally, screen captures may be required for case documentation. Ensure all documentation is completed during contact itself or within two minutes of contact closure to prepare and be ready for the next inquiry.* **Effective Internal Communication & Follow-up-** Follow up with internal teams as needed by using email and case notes in the CRM. Ensure that all 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 enhance customer support and 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 sent by email to ensure compliance with FA’s processes and service standards. Given the frequent product and process updates, staying informed and developing skills may also require consulting the help/resource center to access the latest information and guidelines.* **Contributing to Knowledge Base & Improvement-** Contribute to the company’s knowledge reference center by helping enhance resources for future cases. Share insights and promote content that aids customer service improvement across the organization.* **Work Pace and Performance Management-** Manage your work pace and quality to meet performance goals, such as call volume, length of call, quality assurance scores, customer satisfaction, compliance with processes, confidentiality, and professionalism. Act on feedback from supervisors and performance metrics to continuously improve efficiency and effectiveness, ensuring adherence to company standards, regulatory requirements and best practices.**We have great people here and are looking for more. Come join us!**Follow us:* Facebook* Instagram* LinkedIn* X* YouTube***Equal Employment Opportunities at First Advantage****First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.*