Remote Customer Success Associate - SLA-Driven Support

LM Wind Power / GE; Philippines; Hybrid; 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

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.