Job Description

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

• 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.

🏡 Work Environment

• 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.
• Dayshift 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!

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.