Associate Customer Experience Specialist -Japanese (PHILIPPINES Hybrid)

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    "heading": "Associate Customer Experience Specialist -Japanese (PHILIPPINES Hybrid)",
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    "description_html": "<div class=\"job_description\">\n\t\t\t\t\t<span style=\"font-size:11pt;\"><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Associate Customer Experience Specialist (Japanese-English Bilingual)</b></span></span></span><br><br><span style=\"font-size:11pt;\"><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\">Are you passionate about helping others, solving problems, and making a real impact&#8212;every single day? If you&#8217;re fluent in Japanese and English, tech-savvy, and thrive in fast-paced environments, we&#8217;d love to meet you!</span></span></span><br><br><span style=\"font-size:11pt;\"><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\">As an <b>Associate Customer Experience Specialist</b>, you&#8217;ll be the voice of First Advantage, supporting our clients and their candidates across voice, chat, and email. You&#8217;ll deliver empathetic, high-quality service while navigating multiple systems and resolving inquiries with confidence and care.</span></span></span><br><br><span style=\"font-size:11pt;\"><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\">This is more than a support role - it&#8217;s a chance to grow your career, sharpen your skills, and be part of a global team that values excellence, collaboration, and continuous learning.</span></span></span><br><br><span style=\"font-size:11pt;\"><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\"><b><span style=\"font-family:'Segoe UI Emoji', sans-serif;\">&#128188;</span> What You&#8217;ll Do</b></span></span></span><ul style=\"margin-bottom:11px;\"><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>System Access &amp; Availability</b>: Log into required business applications (CRM, background check tools, Outlook/Teams, etc.) and remain available during scheduled hours to meet customer needs.</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Customer Interaction</b>: Respond to inquiries via chat, voice, email, and other channels. Manage availability status to ensure prompt support.</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Inquiry Resolution</b>: Use targeted questions to understand customer needs and provide tailored solutions&#8212;no scripts, just smart problem-solving.</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Multitasking &amp; Accuracy</b>: Navigate multiple systems and screens to resolve issues efficiently while documenting actions in real time.</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Professional Communication</b>: Maintain a calm, empathetic, and clear tone in all interactions. Explain steps and solutions effectively.</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>De-escalation &amp; Quality</b>: Handle frustrated customers with professionalism. Ensure calls meet quality assurance standards.</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Documentation</b>: Record all customer interactions accurately and promptly, including contact reasons, actions taken, and follow-ups.</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Internal Collaboration</b>: Communicate with internal teams via email and CRM notes to ensure timely updates and resolutions.</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Training &amp; Development</b>: Stay current with system updates and product changes through ongoing training and reference materials.</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Knowledge Sharing</b>: Contribute to internal resources by sharing insights and improving support content.</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Performance Management</b>: Meet service goals (call volume, QA scores, customer satisfaction, etc.) and apply feedback to improve continuously.</span></span></span></span></li></ul><br><span style=\"font-size:11pt;\"><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\"><b><span style=\"font-family:'Segoe UI Emoji', sans-serif;\">&#129504;</span> What You Bring</b></span></span></span><ul style=\"margin-bottom:11px;\"><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\">Fluency in <b>Japanese and English</b> (required).</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\">2+ years in a customer-facing or support role is a plus.</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\">Strong multitasking skills and ability to work across multiple systems.</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\">Excellent communication&#8212;empathetic, clear, and professional.</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\">Calm under pressure, with a solution-focused mindset.</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\">Detail-oriented with strong documentation habits.</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\">Willingness to learn and adapt in a fast-changing environment.</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\">Familiarity with Microsoft Windows OS and CRM tools.</span></span></span></span></li></ul><span style=\"font-size:11pt;\"><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\"><b><span style=\"font-family:'Segoe UI Emoji', sans-serif;\">&#127969;</span> Work Environment</b></span></span></span><ul style=\"margin-bottom:11px;\"><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\">Remote/hybrid role with company-provided equipment.</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\">Must have a private, distraction-free workspace and reliable internet (120 Mbps download / 10 Mbps upload).</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\">On-camera presence required for training, meetings, and client interactions.</span></span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Aptos, sans-serif;\">Dayshift work schedule </span></span></span></span></li></ul><div style=\"margin-bottom:11px;\">&#160;<h3>&#128203;<strong> Additional Requirement</strong></h3><p>Please note that a <strong>valid NBI clearance</strong> is required for this role. Candidates must ensure it is available <strong>as soon as possible</strong> to avoid delays in the hiring process.</p>",
    "description_text": "Associate Customer Experience Specialist (Japanese-English Bilingual)\n 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!\n 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.\n 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.\n 💼 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.\n Customer Interaction : Respond to inquiries via chat, voice, email, and other channels. Manage availability status to ensure prompt support.\n Inquiry Resolution : Use targeted questions to understand customer needs and provide tailored solutions—no scripts, just smart problem-solving.\n Multitasking & Accuracy : Navigate multiple systems and screens to resolve issues efficiently while documenting actions in real time.\n Professional Communication : Maintain a calm, empathetic, and clear tone in all interactions. Explain steps and solutions effectively.\n De-escalation & Quality : Handle frustrated customers with professionalism. Ensure calls meet quality assurance standards.\n Documentation : Record all customer interactions accurately and promptly, including contact reasons, actions taken, and follow-ups.\n Internal Collaboration : Communicate with internal teams via email and CRM notes to ensure timely updates and resolutions.\n Training & Development : Stay current with system updates and product changes through ongoing training and reference materials.\n Knowledge Sharing : Contribute to internal resources by sharing insights and improving support content.\n Performance Management : Meet service goals (call volume, QA scores, customer satisfaction, etc.) and apply feedback to improve continuously.\n 🧠 What You Bring Fluency in Japanese and English (required).\n 2+ years in a customer-facing or support role is a plus.\n Strong multitasking skills and ability to work across multiple systems.\n Excellent communication—empathetic, clear, and professional.\n Calm under pressure, with a solution-focused mindset.\n Detail-oriented with strong documentation habits.\n Willingness to learn and adapt in a fast-changing environment.\n Familiarity with Microsoft Windows OS and CRM tools.\n 🏡 Work Environment Remote/hybrid role with company-provided equipment.\n Must have a private, distraction-free workspace and reliable internet (120 Mbps download / 10 Mbps upload).\n On-camera presence required for training, meetings, and client interactions.\n Dayshift work schedule\n   📋 Additional Requirement\n 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.",
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    "title": "Associate Customer Experience Specialist -Japanese (PHILIPPINES Hybrid)",
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