Associate Customer Experience Specialist (Pooling - Any Shift)

First Advantage; Philippines; Hybrid; PHP 279,000 - 502,200; Full time

Benefits offered by this job

Competitive Salary Package

HMO Benefits

Free mental health consultation

Hybrid work set up

Job summary

First Advantage is seeking an Associate Customer Experience Specialist to support clients and candidates across voice, chat, and email. The role requires multitasking across multiple applications with emphasis on accurate documentation and empathic communication.

You will participate in training, contribute to knowledge resources, and work within a hybrid setup in the Philippines. Two years in a customer-facing role is preferred; the team values problem solving, professionalism, and timely issue

Qualifications

• Handle a high volume of customer contacts across multiple channels.
• Document all interactions accurately and follow procedures.
• Willingness to learn new tools, processes, and adapt to changing customer needs.

Responsibilities

• Deliver high-quality customer service to clients and candidates via voice, chat, and email.
• Manage multiple applications and systems to resolve inquiries efficiently.
• Log interactions and follow up with internal teams to ensure timely resolution.

Skills

Customer service

Multitasking

Communication skills

Time management

Empathy

Problem solving

Education

High School Diploma

Tools

CRM systems

Microsoft Windows

MS Office

Job description

Associate Customer Experience Specialist (Pooling)

We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members.

Say hello to a rewarding career and come join a leading provider of mission‑critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

About First Advantage

First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services. Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.

What You’ll Do

A successful Associate Customer Experience Specialist will be on the front line of support, delivering high‑quality service to our clients and their candidates across various communication channels including voice, chat, and email. You will manage multiple business applications, handle customer inquiries, and resolve issues efficiently and professionally. You will provide timely solutions with an empathetic approach and multitask across systems to ensure a seamless experience and satisfaction for all customers.

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 and provide tailored solutions based on the customer’s unique needs.
• Multi‑tasking for Accurate Problem Resolution – Resolve customer issues quickly and accurately by navigating various systems, reviewing client‑specific fact sheets and standard operating procedures.
• 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, capturing reasons for contact, actions taken, and necessary follow‑ups.
• Effective Internal Communication & Follow‑up – Follow up with internal teams as needed using email and case notes in the CRM.
• Continuous Learning & Training – Participate in required training to stay informed about system updates, product changes, and evolving customer needs.
• 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, call length, quality assurance scores, and customer satisfaction.

What You Will Need To Be Successful

• 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.
• Prior experience with Microsoft Windows Operating Systems.
• Knowledge of common computer configurations and strong computer navigation skills.

What You May Need To Be Successful

• Two (2) years of experience in a customer‑facing or knowledge delivery role (preferred).
• Willing to work on ANY SHIFT.
• Senior High School Graduate.

Additional Benefits Offered Include

• Competitive Salary Package
• HMO Benefits
• Free mental health consultation
• Hybrid work set up

Valid NBI clearance is required for this role. Candidates must ensure it is available as soon as possible to avoid delays in the hiring process.

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.