Associate Customer Experience Specialist (PHILIPPINES Remote) at First Advantage

Work Set-upRemote with once or twice in a month on-site work.What You’ll DoEfficient Application Login & Availability- Log into multiple business applications promptly and remain available during scheduled work hours (except scheduled breaks), including 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 introduced. Use available controls to manage availability status and assist when required.Effective Inquiry Handling & Issue Resolution- Determine the purpose of each contact through targeted questions (no scripts are used). Handle scenarios such as rescheduling appointments and troubleshooting login issues, providing tailored solutions based on the customer’s needs.Multi-tasking for Accurate Problem Resolution- Resolve issues quickly and accurately using information across business applications, resources, and FA-supported customer platforms. Navigate multiple systems, review client-specific fact sheets for standard operating procedures, and manage multiple screens and tasks in real time to resolve cases and document efficiently.Professional & Empathetic Communication- Conduct interactions professionally with a calm, polite, empathetic tone. Explain the situation clearly and outline steps to address and resolve the issue.De-escalation & Quality Control- Manage and de-escalate customer frustrations. 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, including reason for contact, details shared with clients or escalation teams, actions taken, resolutions, and follow-ups. Enter and assign tickets to other departments as needed, contact departments in real time during interactions, and provide screen captures when required. Documentation must be completed during the contact or within two minutes of contact closure.Effective Internal Communication & Follow-up- Follow up with internal teams as needed using email and case notes in the CRM, ensuring communications are clear, professional, and grammatically correct, and providing updates and resolutions (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 (online courses, live/virtual sessions, and reference materials sent by email). May require consulting the help/resource center for the latest information and guidelines due to frequent updates.Contributing to Knowledge Base & Improvement- Enhance the company’s knowledge reference center by improving resources for future cases and sharing insights to support customer service improvement.Work Pace and Performance Management- Manage 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 and performance metrics to continuously improve efficiency and effectiveness while ensuring adherence to company standards, regulatory requirements, and best practices.What You BringHandle a high volume of customer contacts across phone, chat, email, and other channels.Use multiple software applications and systems simultaneously with ease.Quickly assess customer needs and resolve issues efficiently.Communicate professionally and empathetically (verbal and written).Document customer interactions accurately and follow procedures closely.Willingness to learn new tools and processes and adapt to changing customer needs.Maintain a calm, empathetic, solution-focused demeanor in all situations.Strong time management by handling tasks and applications efficiently.Multitask effectively in a fast-paced environment while ensuring high-quality service.Attention to detail in 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.Work EnvironmentFor remote (or hybrid) positions, you must have a dedicated workspace free from distractions and ensuring privacy.Home working requires internet speeds that support company systems: minimum download speed of 120 mps and 10 mbp upload. Computers must be hard wired to a router (equipment provided).All remote employees must be on camera for training sessions, including new hire orientation and meetings with leaders and clients.Uses standard office equipment such as a computer, keyboard, and phone.What We're Looking ForOpen to work nightshift.Can start on May 2026.High School/SHS Graduate.Two years of experience in a customer-facing or knowledge delivery role (preferred).Additional RequirementA 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 Opportunity EmploymentFirst Advantage is an equal opportunity employer and does not discriminate on protected characteristics.

Associate Customer Experience Specialist (PHILIPPINES Remote)

Emma

Requirements and responsibilities

Skills wanted:

Language(s) required:

Connie Freeman

Scott Staples

Jenn Tomassi

About First Advantage:

www.fadv.com/

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