Associate Customer Experience Specialist -Japanese (PHILIPPINES Hybrid)

As an Associate Customer Experience Specialist, you'll be the voice of First Advantage, supporting clients and their candidates across voice, chat, and email. You'll deliver empathetic, high-quality service while navigating multiple systems and resolving inquiries with confidence and care.

Requirements

• System Access & Availability: Log into required business applications and remain available during scheduled hours to meet customer needs.
• Customer Interaction: Respond to inquiries via chat, voice, email, and other channels. Manage availability status to ensure prompt support.
• Inquiry Resolution: Use targeted questions to understand customer needs and provide tailored solutions.
• Multitasking & Accuracy: Navigate multiple systems and screens to resolve issues efficiently while documenting actions in real time.
• Professional Communication: Maintain a calm, empathetic, and clear tone in all interactions.
• De-escalation & Quality: Handle frustrated customers with professionalism. Ensure calls meet quality assurance standards.
• Documentation: Record all customer interactions accurately and promptly.
• Internal Collaboration: Communicate with internal teams via email and CRM notes to ensure timely updates and resolutions.
• Training & Development: Stay current with system updates and product changes through ongoing training and reference materials.
• Knowledge Sharing: Contribute to internal resources by sharing insights and improving support content.
• Performance Management: Meet service goals and apply feedback to improve continuously.