Associate Customer Experience Specialist (Pooling - Any Shift)

LM Wind Power / GE; Philippines; On-site; PHP 279,000 - 424,080; Full time

Benefits offered by this job

Hybrid work setup

HMO benefits

Volunteer Time Off (VTO)

Paid Time Off

Global Employee Assistance Program (E‑

Professional development (SOAR program

Job summary

First Advantage seeks an Associate Customer Experience Specialist (Pooling) to deliver high-quality service to clients and candidates across voice, chat, and email, while handling multiple systems and resolving issues promptly.

You will log into several applications, respond across channels, document actions within two minutes of closing, and collaborate with internal teams. A supportive, hybrid work setup is offered.

Qualifications

• Senior high-school graduate with 2+ years in customer-facing roles preferred.
• Experience using multiple software apps and Windows OS.
• Ability to handle high call/chat/email volume.
• Strong written and verbal communication.
• Detail-oriented with accurate documentation.
• Willingness to learn new tools and processes.

Responsibilities

• Log into multiple business applications promptly and stay available during shifts.
• Respond to customers via chat, voice, email across platforms.
• Identify purpose of contact and provide solutions without scripts.
• Navigate systems to source data and document actions in real time.
• Communicate clearly with empathy and professionalism.
• De-escalate customer frustrations and maintain quality.
• Document interactions within two minutes of closing.
• Coordinate with internal teams via email and case notes.
• Participate in training and stay updated on product changes.
• Contribute to Knowledge Base with insights from cases.
• Meet performance metrics: call volume, duration, CSAT, compliance.

Skills

Multichannel communication

Time management

Empathy & professionalism

Problem solving

Documentation accuracy

Adaptability

Attention to detail

Team collaboration

Willingness to learn

Calm under pressure

Education

Senior high-school diploma (preferred) with 2+ years experience

Tools

Microsoft Windows

Job description

Associate Customer Experience Specialist (Pooling)

Job Summary

We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. In this role, you will deliver high‑quality service to clients and their candidates across voice, chat, and e‑mail, while managing multiple business applications and resolving issues efficiently.

Responsibilities

• Efficient Application Login & Availability – Log into multiple business applications promptly and remain available during scheduled work hours, except for scheduled breaks. Includes systems such as CRM, background check databases, call‑center technology, and communication tools like Outlook/Teams.
• Managing Customer Interactions Across Channels – Respond to incoming contacts via chat, voice, email, and new platforms, while maintaining appropriate availability status.
• Targeted Inquiry Handling & Issue Resolution – Identify the purpose of each contact through questions, tailor responses, and provide solutions without scripted guidance.
• Multi‑tasking for Accurate Problem Resolution – Resolve issues in real time by navigating and sourcing data across multiple systems, creating search queries, and documenting actions simultaneously.
• Professional & Empathetic Communication – Maintain a calm, polite, and empathetic tone; explain the situation and steps clearly.
• De‑escalation & Quality Control – Manage and de‑escalate customer frustrations; ensure calls meet quality assurance standards.
• Accurate & Timely Documentation – Record all interactions, including reason for contact, shared details, actions taken, and follow‑up within two minutes of closing.
• Internal Communication & Follow‑up – Use e‑mail and case notes to coordinate with internal teams and provide updates.
• Continuous Learning & Training – Participate in required training and stay informed about system updates, product changes, and evolving customer needs.
• Knowledge Base Contribution – Enhance the company’s shared knowledge resources with insights from customer cases.
• Work Pace & Performance Management – Meet performance metrics such as call volume, length, quality scores, customer satisfaction, and compliance with company standards.

Qualifications

• Handle a high volume of customer contacts across multiple channels.
• Use multiple software applications and systems simultaneously.
• Quickly assess customer needs and resolve issues efficiently.
• Communicate professionally and empathetically, both verbally and in writing.
• Document all interactions accurately and follow procedures.
• Show willingness to learn new tools, processes, and adapt to changing customer needs.
• Maintain a calm, solution‑focused demeanor in all situations.
• Demonstrate strong time‑management skills in a fast‑paced environment.
• Pay close attention to detail to ensure accurate documentation.
• Adapt quickly to new systems, product updates, and changing customer requirements.
• Collaborate with internal teams to facilitate timely issue resolution.
• Prior experience with Microsoft Windows operating systems.
• Knowledge of common computer configurations and strong navigation skills.
• Senior high‑school graduate with at least 2 years of customer‑facing or knowledge‑delivery experience (preferred).
• Willingness to work any shift.
• Valid NBI clearance required.

Benefits

• Competitive salary package.
• HMO benefits.
• Free mental‑health consultation.
• Hybrid work setup.
• Volunteer Time Off (VTO) policy.
• Generous Paid Time Off Program.
• Global Employee Assistance Program (EAP).
• Opportunity for professional development (e.g., SOAR program).

Equal Employment Opportunities

First Advantage is an equal‑opportunity employer. Employment decisions are based solely on qualifications, merit, and business needs. We do not discriminate 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.

Contact & Application

Applications are accepted online. No additional contact provided here.