Associate Customer Experience Specialist (Batch Start - 22 Jun 2026)

LM Wind Power / GE; Bengaluru; On-site; INR 350,000 - 500,000; Full time

Benefits offered by this job

Professional development opportunities

Generous Paid Time Off Program

Volunteer Time Off (VTO) Policy

Competitive benefits (medical, dental,

Global Employee Assistance Program (EP

Must meet hourly work requirement tobe

Job summary

First Advantage is seeking a customer support professional in Bengaluru to manage multi‑channel inquiries, log into multiple business applications promptly, and maintain accurate, timely documentation in our CRM during scheduled work hours.

You will de‑escalate concerns with empathy, provide tailored solutions, collaborate with internal teams, and participate in ongoing training to stay current with product updates, FA processes, and knowledge base improvements.

Responsibilities

• Efficient Application Login & Availability: Log into multiple business applications promptly and remain available during scheduled work hours, except during scheduled breaks.
• Managing Customer Interactions Across Channels: Respond to incoming customer contacts via chat, voice, email, and new communication channels as they are introduced.
• Effective Inquiry Handling & Issue Resolution: Determine the purpose of each contact through targeted questions, as no scripts are used.
• 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.
• Professional & Empathetic Communication: conduct all interactions with professionalism, maintaining a calm, polite, and empathetic tone.
• De-escalation & Quality Control: Manage and de-escalate customer frustrations effectively. Calls are monitored for quality assurance and performance development.
• Accurate & Timely Documentation: Document all interactions in Company systems promptly and accurately.
• Effective Internal Communication & Follow-up: Follow up with internal teams as needed by using email and case notes in the CRM.
• 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.
• Contributing to Knowledge Base & Improvement: Contribute to the company’s knowledge reference center by helping enhance resources for future cases.
• 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.

Job description

Responsibilities

• 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.

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.

First Advantage is a leading provider of global software and data in the HR technology industry. Enabled by its proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, digital identity solutions, and verification services. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to hire smarter and onboard faster. Headquartered in Atlanta, Georgia, First Advantage serves customers in over 200 countries and territories, modernizing hiring and onboarding on a global scale.

For more information, please visit our website at https://fadv.com/.

As an award-winning global leader in identity and workforce solutions, First Advantage delivers fast, reliable screening and ongoing monitoring at every stage of the employee lifecycle. Join us and help shape the future of trust, guided by our values: Authenticity Curiosity Integrity Teamwork Customer-inspired Be a part of the growth, innovation, and impact we’re building at First Advantage!

Benefits

• Professional development opportunities, such as our award-winning SOAR program
• Generous Paid Time Off Program
• Volunteer Time Off (VTO) Policy to encourage involvement in philanthropic activities
• 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
• Must meet hourly work requirement to be eligible