First Advantage
Associate Customer Experience Specialist (Japanese-English Bilingual) - Philippine-based
35
eNPS Score
- Job Info
- Why First Advantage
Associate Customer Experience Specialist (Japanese-English Bilingual)
Are you passionate about helping others, solving problems, and making a real impact—every single day? If you’re fluent in Japanese and English, tech-savvy, and thrive in fast-paced environments, we’d love to meet you!
As an Associate Customer Experience Specialist, you’ll be the voice of First Advantage, supporting our 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.
This is more than a support role - it’s a chance to grow your career, sharpen your skills, and be part of a global team that values excellence, collaboration, and continuous learning.
💼 What You’ll Do
🧠 What You Bring
Ready to make a difference and grow with a company that values your voice? Apply now and be part of a team that puts people first - every step of the way!
Are you passionate about helping others, solving problems, and making a real impact—every single day? If you’re fluent in Japanese and English, tech-savvy, and thrive in fast-paced environments, we’d love to meet you!
As an Associate Customer Experience Specialist, you’ll be the voice of First Advantage, supporting our 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.
This is more than a support role - it’s a chance to grow your career, sharpen your skills, and be part of a global team that values excellence, collaboration, and continuous learning.
💼 What You’ll Do
- System Access & Availability: Log into required business applications (CRM, background check tools, Outlook/Teams, etc.) 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—no scripts, just smart problem-solving.
- 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. Explain steps and solutions effectively.
- De-escalation & Quality: Handle frustrated customers with professionalism. Ensure calls meet quality assurance standards.
- Documentation: Record all customer interactions accurately and promptly, including contact reasons, actions taken, and follow-ups.
- 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 (call volume, QA scores, customer satisfaction, etc.) and apply feedback to improve continuously.
🧠 What You Bring
- Fluency in Japanese and English (required).
- 2+ years in a customer-facing or support role is a plus.
- Strong multitasking skills and ability to work across multiple systems.
- Excellent communication—empathetic, clear, and professional.
- Calm under pressure, with a solution-focused mindset.
- Detail-oriented with strong documentation habits.
- Willingness to learn and adapt in a fast-changing environment.
- Familiarity with Microsoft Windows OS and CRM tools.
- Remote/hybrid role with company-provided equipment.
- Must have a private, distraction-free workspace and reliable internet (120 Mbps download / 10 Mbps upload).
- On-camera presence required for training, meetings, and client interactions.
- Night Shift work schedule
📋 Additional Requirement
Please note that a valid NBI clearance is required for this role. Candidates must ensure it is available as soon as possible to avoid delays in the hiring process.
Ready to make a difference and grow with a company that values your voice? Apply now and be part of a team that puts people first - every step of the way!
Working at First Advantage
Overall Culture Score
4.7/5
CEO Score
Top
5%
Scott Staples
Top 5% of Similar Sized Companies on Comparably
Awards
Reviews from current employees
Our leadership team is focused on making First Advantage the best place to work at.
The open communication, positive intent and drive to continue to grow together.
The transparency and openness was refreshing
Videos
Diversity at First Advantage
Gender Score
As rated by current employees on Comparably
Diversity Score
As rated by current employees on Comparably
Perks and Benefits
- Health & Wellness
- Dental Insurance
- Vision Insurance
- Health Insurance
- Life Insurance
- Paid Time Off
- PTO / Vacation Policy
- Paid Holidays
- Maternity / Paternity Leave
- Financial Benefits
- 401K / Retirement Plan
- Employee Stock Purchase Plan
- Tuition Reimbursement
- Office Perks
- Work From Home Policy
eNPS
| 53% | Promoters |
|---|---|
| 29% | Passive |
| 18% | Detractors |
First Advantage's Employee Net Promoter Score (eNPS) is 35, as rated by 959 employees. This means 53% of First Advantage employees would encourage their friends to become coworkers today.
3 Cool Reasons to Work at First Advantage
- First Advantage is undergoing a technology transformation and is in a time of significant growth.
- The company is backed by Silver Lake Partners, the global leader in technology investing.
- It's a truly global organization with customers and teams members around the world.