Associate Customer Experience Specialist (Batch Start - 20 Jul 2026)

LM Wind Power / GE; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Benefits offered by this job

Professional development opportunities

Generous Paid Time Off Program

Volunteer Time Off (VTO) policy

Competitive benefits (medical, dental, etc.)

Global Employee Assistance Program (EAP)

Job summary

LM Wind Power / GE is seeking a candidate in Bengaluru, India for a role focused on managing customer interactions across various communication channels. Responsibilities include quick issue resolution, accurate documentation, and maintaining a professional tone during customer communications.

The position offers professional development opportunities, generous paid time off, and competitive benefits. Join a dynamic team committed to excellence in customer service.

Qualifications

• Strong multi-tasking skills with ability to navigate multiple applications efficiently.
• Excellent communication skills, with professional and empathetic tone in customer interactions.
• Proficient in managing customer inquiries through various channels including chat, voice, and email.

Responsibilities

• Log into multiple business applications promptly and manage customer interactions efficiently.
• Resolve customer issues quickly while maintaining high-quality standards.
• Document all interactions accurately and timely in company systems.

Job description

Responsibilities

• Efficient Application Login & Availability – Log into multiple business applications promptly and remain available during scheduled work hours, except during scheduled breaks. Systems include CRM, background‑check databases, call‑center technology, and communication tools such as Outlook and Teams. Strict schedule adherence 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 and ensure readiness to assist when required.
• Effective Inquiry Handling & Issue Resolution – Determine the purpose of each contact through targeted questions without using scripts. Interactions range from rescheduling appointments to troubleshooting login issues; each situation requires a tailored response 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 multiple systems, review client‑specific fact sheets, SOPs, and account details, and efficiently manage multiple screens and tasks simultaneously in real‑time to resolve cases and document accurately.
• Professional & Empathetic Communication – Conduct all interactions with professionalism, maintaining a calm, polite, and empathetic tone. Clearly explain the situation 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, requiring agents to 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, actions taken, resolutions, and necessary follow‑ups. Tickets may need to be entered and assigned to other departments, and screen captures may be required. Documentation should be completed during the contact or within two minutes after closure.
• Effective Internal Communication & Follow‑up – Follow up with internal teams via email and case notes in the CRM. Ensure all communications are clear, professional, and grammatically correct, providing updates and resolutions based on customer interactions.
• Continuous Learning & Training – Participate in required training to enhance customer support and stay informed about system updates, product changes, and evolving customer needs. Training may include online courses, live or virtual sessions, and review of reference materials sent by email.
• Contributing to Knowledge Base & Improvement – Contribute to the company’s knowledge reference center by enhancing resources for future cases, sharing insights, and promoting content that aids customer service improvement.
• Work Pace and Performance Management – Manage your work pace and quality to meet performance goals such as call volume, call length, 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.

Benefits

• Professional development opportunities, such as our award‑winning SOAR program
• Generous Paid Time Off Program
• Volunteer Time Off (VTO) policy to encourage philanthropic involvement
• Competitive benefits (medical, dental, etc.)
• Global Employee Assistance Program (EAP) available to all team members
• Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year

Equal Employment Opportunity Statement

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.