Job Summary
The Global Customer Care Associate receives, evaluates, and answers customer inquiries in a timely manner. They will also interact with customers via phone, chat and email to provide information in response to routine inquiries about background check searches and may handle and resolve general issues or complaints. This position is responsible for enhancing each customer's ... relationship with First Advantage. Support is primarily delivered through phone and occasionally via email and chat. Each email/chat/call is unique in that there are no scripts to follow. Success in this role requires strong organizational skills, high attention to detail, effective time management, solid decision-making, keen problem-solving skills, and excellent communication.
All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients. Working at home requires internet speeds that can support the FA systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hard wired to a router.
Requirements:
• 1-2 years of experience in a customer-facing or knowledge-delivery role in a BPO setup
• Knowledge of common computer configuration
• Strong computer navigation skills
• Excellent English communication skills
• Ability to work in a logical flow to isolate causes of problems and determine potential solutions.
• Ability to effectively prioritize and perform multiple tasks in a dynamic, fast-paced environment.
• Ability to quickly connect with people, establish a rapport, express empathy, and project confidence.
• Ability to work collaboratively in a team environment.
• Prior experience with Microsoft Windows Operating Systems and ISPs required and prior Customer Care and/or background services work-related experience preferred.
• At least an average typing speed
• Prior experience with Microsoft Office (excel, word, and outlook) preferred.
• Passion and enthusiasm for delivering an extraordinary customer experience.
• Full-time positions available.
• Amenable to working on ANY schedule
• At least 40Mbps internet connection speed, and with backup connection
• Remote with a possibility of hybrid work arrangement in the future
• Must be permanently residing in the Philippines
• First Advantage Privacy Vision
First Advantage is committed to the responsible use of information and protecting individual privacy rights. First Advantage strives to provide services to businesses, consumers, non-profit organizations, and government agencies that help reduce fraud, mitigate risk, facilitate more informed decisions, and make society safer, in ways that protect consumer privacy. We aspire to protect consumer privacy through the design of our products, by credentialing, monitoring, and auditing our customers as appropriate, and through other information security safeguards. We also strive to promote transparency through consumer education initiatives, privacy principles and policies, and appropriate opportunities for consumer choice, access, and correction with respect to personal information about the consumer. For more information about the data privacy principles of First Advantage, you may visit our website at www.fadv.com. By clicking the "APPLY" button, you are agreeing to our company's Data Privacy Policy.
United States Equal Opportunity Employment:
First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law
