First Advantage Global operating Centre
Associate Customer Experience Specialist
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Associate Customer Experience Specialist
As an Associate Customer Experience Specialist, you will be in the front line of support, delivering high-quality service to our clients and their candidates across various communication channels including voice, chat, and email. You will manage multiple business applications, handle customer inquiries, and resolve issues efficiently and professionally. Providing timely solutions with an empathetic approach. This role requires effective multitasking, proficiency in business applications, and a customer-focused mindset to ensure seamless experience and satisfaction for all customers.
Responsibilities:
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Efficient Application Login & Availability
- Log into multiple business applications promptly and remain available during scheduled work hours, except during scheduled breaks. This includes 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.
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Managing Customer Interactions Across Channels
- Respond to incoming customer contacts via chat, voice, email, and new communication channels as they are introduced. Use available controls to manage availability status, ensuring you are ready to assist when required.
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Effective Inquiry Handling & Issue Resolution
- Determine the purpose of each contact through targeted questions, as no scripts are used. Interactions vary from rescheduling appointments to troubleshooting login issues. Each situation requires a tailored response, and solutions are provided based on the customer's unique needs.
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Multi-tasking for Accurate Problem Resolution
- Resolve customer issues quickly and accurately by utilizing information within various business applications, resources, and FA-supported customer platforms. This involves navigating various systems, reviewing client-specific fact sheets for standard operating procedures, and account details, while efficiently navigating multiple screens and systems to retrieve relevant data, enter search queries, and manage tasks simultaneously, all in real-time, to resolve cases and document efficiently and accurately.
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Professional & Empathetic Communication
- Conduct all interactions with professionalism, maintaining a calm, polite, and empathetic tone. Explain the situation clearly and outline the steps you will take to address and help resolve the issue.
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De-escalation & Quality Control
- Manage and de-escalate customer frustrations effectively. Calls are monitored for quality assurance and performance development, so agents must demonstrate professionalism under pressure and contribute to a positive customer experience.
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Accurate & Timely Documentation
- Document all interactions in Company systems promptly and accurately. This includes capturing the reason for contact, details shared with clients or escalation teams, actions taken, resolutions, and necessary follow-ups. Tickets may need to be entered and assigned to other departments, who may also need to be contacted in real-time during the interaction. Additionally, screen captures may be required for case documentation. Ensure all documentation is completed during contact itself or within two minutes of contact closure to prepare and be ready for the next inquiry.
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Effective Internal Communication & Follow-up
- Follow up with internal teams as needed by using email and case notes in the CRM. Ensure that all communications are clear, professional, and grammatically correct. Provide updates and resolutions based on customer interactions, including research or escalation details.
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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. This may include online courses, live or virtual sessions, and review of reference materials sent by email to ensure compliance with FA’s processes and service standards. Given the frequent product and process updates, staying informed and developing skills may also require consulting the help/resource center to access the latest information and guidelines.
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Contributing to Knowledge Base & Improvement
- Contribute to the company’s knowledge reference center by helping enhance resources for future cases. Share insights and promote content that aids customer service improvement across the organization.
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Work Pace and Performance Management
- Manage your 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 from supervisors and performance metrics to continuously improve efficiency and effectiveness, ensuring adherence to company standards, regulatory requirements, and best practices.
Required Skills & Qualifications:
- Handle a high volume of customer contacts across various channels (phone, chat, email, etc.).
- Use multiple software applications and systems simultaneously with ease.
- Quickly assess customer needs and resolve issues efficiently.
- Communicate professionally and empathetically, both verbally and in writing.
- Document all customer interactions accurately and follow procedures closely.
- Willingness to learn new tools, processes, and adapt to changing customer needs.
- Maintain a calm, empathetic, and solution-focused demeanor in all situations.
- Demonstrate strong time management by handling tasks and applications efficiently.
- Multitask effectively in a fast-paced environment while ensuring high-quality service.
- Ensure attention to detail in all 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.
- Knowledge of common computer configurations and strong computer navigation skills.
- Prior experience with Microsoft Windows Operating Systems.
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Education & Experience:
- High school diploma/GED required. (US requirement only)
- Two years of experience in customer-facing or knowledge delivery role preferred.
Working Environment:
- For remote or hybrid positions, you must have a dedicated workspace that is free from distractions and ensures privacy.
- Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hard wired to a router (We provide equipment).
- All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.
- This role routinely uses standard office equipment such as a computer, keyboard, and phone.
Schedule:
- Schedule: Monday - Friday 8:00am - 5:30pm GMT+1
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Equal Employment Opportunities at First Advantage
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.
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