Job Description
Join First Advantage as an Associate Customer Experience Specialist. This remote role is based in the Philippines with an opportunity to work from your home in Alabang, Metro Manila. You will be the first point of contact for clients, delivering high quality service and ensuring resolutions are communicated clearly and efficiently. You will collaborate with teams across the organization to support customer journeys, protect data privacy, and uphold our commitment to service excellence.
In this role you will be empowered to solve problems, provide accurate information, and guide customers through processes with empathy and professionalism. The ideal candidate is a great listener, detail-oriented, and comfortable using technology and CRM tools to track interactions and improve the overall customer experience. If you are passionate about helping people, enjoy working in a dynamic BPO environment, and want to grow your career in customer experience, this remote opportunity could be the right fit.
At First Advantage, you will join a collaborative team that values curiosity, accountability, and continuous improvement. This position supports standard business hours aligned to client needs, with occasional shifts to ensure coverage across time zones in the region. We offer competitive compensation, opportunities for professional development, and a supportive remote-work environment designed to help you succeed.
Responsibilities
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner
- Resolve issues on first contact when possible and escalate when necessary with complete information
- Maintain accurate case notes and update the customer relationship management (CRM) system
- Provide clear product and process guidance to customers to ensure a smooth resolution
- Adhere to service level agreements (SLAs) and quality standards, tracking outcomes and feedback
- Collaborate with cross functional teams to resolve complex problems and improve the customer journey
- Protect customer data and ensure adherence to privacy and security policies
Qualifications
- High school diploma or equivalent; bachelor’s degree preferred
- 1+ year of customer service, support, or call center experience, preferably in a BPO
- Excellent verbal and written English communication with empathetic and active listening skills
- Strong problem solving and multitasking abilities with a customer-first mindset
- Proficiency with CRM systems, ticketing tools, and data entry
- Ability to work remotely from a dedicated, distraction-free workspace and manage time effectively
- Team player with a proactive attitude and commitment to delivering high quality service