Customer Success Associate

LM Wind Power / GE; Philippines; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Hybrid work setup

Competitive salary package

HMO benefits

Free mental health consultation

Generous paid time off

Job summary

First Advantage is seeking a Customer Success Associate to be on the front line of recruitment services, handling end-to-end background check processing and proactive customer support.

You will coordinate with candidates and clients, ensure compliant service delivery, and work remotely within a hybrid setup. Excellent communication in English, strong organizational skills, and the ability to meet SLAs are essential.

Qualifications

• Bachelor’s degree or above.
• At least 1–2 years of experience in a customer-focused environment.
• Experience working to targets and SLAs.

Responsibilities

• Act as a primary point of contact for extended service delivery requirements and queries from candidates and customers.
• Perform end-to-end background check processing, customer requirement alignment, candidate communication, document collection, and system updates.
• Serve as a key liaison between customers and candidates to ensure accurate, compliant, and timely service delivery.
• Work towards targets and adhere to service level agreements (SLAs).
• Perform assigned daily tasks related to customers’ scope of extended services, including system data entry, reviewing and processing candidate cases and checks.
• Correspond with customers and/or candidates and manage day-to-day customer interactions, responding to inquiries and providing timely support to ensure a positive customer experience.
• Monitor and oversee background screening cases to ensure delivery in accordance with the defined scope of work and SLAs.
• Provide timely and actionable feedback to relevant internal stakeholders, including Operational Leads and Customer Success Analysts, to drive continuous service improvement and customer success.
• Act as the first point of escalation for customer concerns at the case and check level, ensuring issues are addressed promptly and effectively.
• Maintain proactive communication with customers regarding potential service delays, set expectations in advance, and provide regular updates on resolution plans and timelines.
• Track ongoing cases, follow up on pending items, and ensure all cases are completed within agreed turnaround times.
• Identify service risks and process improvement opportunities, escalating concerns where necessary to support operational excellence and customer satisfaction.
• Perform any other duties and tasks related to customer scope of work.

Skills

English communication

Presentation skills

Analytical skills

Interpersonal skills

Customer focus

Time management

Problem solving

Independent working

CRM familiarity

MS Office

Microsoft Excel

Education

Bachelor’s degree or above

Tools

Salesforce

MS Office

Job description

CUSTOMER SUCCESS ASSOCIATE

We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. At First Advantage, 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 join a leading provider of mission‑critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

Responsibilities

• Act as a primary point of contact for extended service delivery requirements and queries from candidates and customers.
• Perform end‑to‑end background check processing, customer requirement alignment, candidate communication, document collection, and system updates.
• Serve as a key liaison between customers and candidates to ensure accurate, compliant, and timely service delivery.
• Work towards targets and adhere to service level agreements (SLAs).
• Perform assigned daily tasks related to customers’ scope of extended services, including system data entry, reviewing and processing candidate cases and checks.
• Correspond with customers and/or candidates and manage day‑to‑day customer interactions, responding to inquiries and providing timely support to ensure a positive customer experience.
• Monitor and oversee background screening cases to ensure delivery in accordance with the defined scope of work and SLAs.
• Provide timely and actionable feedback to relevant internal stakeholders, including Operational Leads and Customer Success Analysts, to drive continuous service improvement and customer success.
• Act as the first point of escalation for customer concerns at the case and check level, ensuring issues are addressed promptly and effectively.
• Maintain proactive communication with customers regarding potential service delays, set expectations in advance, and provide regular updates on resolution plans and timelines.
• Track ongoing cases, follow up on pending items, and ensure all cases are completed within agreed turnaround times.
• Identify service risks and process improvement opportunities, escalating concerns where necessary to support operational excellence and customer satisfaction.
• Perform any other duties and tasks related to customer scope of work.

Qualifications

• Bachelor’s Degree or above, or equivalent work experience.
• At least 1–2 years of experience within a highly customer‑focused environment.
• Experience working to targets and adhering to service level agreements with a proven track record of success in similar roles.
• Strong communication skills in English (verbal and written).
• Presentation skills and the ability to build strong relationships at all levels of the organization.
• Strong analytical and interpersonal skills; ability to understand customers’ needs and concerns and present solutions.
• Good business acumen of company operations and services.
• Ability to plan, organize and prioritize a high volume of work.
• Strong problem‑solving and follow‑through skills; able to work independently and collaborate with colleagues.
• Positive attitude and ability to work under pressure and meet priorities and timelines.
• Proficiency in Microsoft Office (Excel, PowerPoint, Word) and Salesforce or any CRM software used.
• Must have a valid NBI clearance available as soon as possible to avoid delays in the hiring process.

What You May Need to Be Successful

• Strong customer focus and the eagerness to learn and develop a successful career within the business.
• Collaborates positively within and across teams.
• Outside‑In Thinking: Ability to understand the customer perspective and proactively identify and develop solutions.
• Self‑directed with effective time‑management skills.
• Demonstrate integrity in challenging situations.
• Ability to work productively and independently in a remote location.

Benefits

• Competitive salary package.
• HMO benefits.
• Free mental health consultation.
• Hybrid work setup.
• Generous paid time off program.
• Volunteer time off (VTO) policy.
• Global employee assistance program (EAP).
• Professional development opportunities, including an award‑winning SOAR program.
• Employee impact groups and employee experience events.

Equal Employment Opportunity

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.