Associate Customer Experience Specialist

We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage our team members.
Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.
About First Advantage
First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantages platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services.
Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.
What You'll Do
A successful Associate Customer Experience Specialist 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:

- 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.
- 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.
- 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.




- 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 mange tasks simultaneously, all in real-time, to resolve cases and document efficiently and accurately.
- 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.
- 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.
- 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.
- 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.
- 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 FAs 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.




- Contributing to Knowledge Base & Improvement- Contribute to the companys knowledge reference center by helping enhance resources for future cases. Share insights and promote content that aids customer service improvement across the organization.
- 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.

What You Will Need to be Successful:

- High school/3 year diploma/GED required.
- Two years of experience in customer-facing or knowledge delivery role preferred.

What You May Need to be Successful:

- 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.

Why Join Us at First Advantage?
At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The companys culture is shaped by its core values Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.
First Advantage offers a variety of culture programs and advantages designed to enhance employee experience and development.

- Employee Impact Groups
- FA Cares volunteer opportunities
- Mentorship Advantage Program
- SOAR, award-winning manager development program

What Are You Waiting For? Apply Today!

📌 Associate Customer Care Specialist (Bengaluru)
🏢 First Advantage
📍 Bengaluru