At Cisive, our vision is to make securing the right talent effortless. We provide technology-first background screening, identity verification, and continuous monitoring solutions that help organizations hire and manage their workforce with confidence.
Our Values
- Integrity First: We uphold the highest ethical standards in everything we do.
- Innovate Fearlessly: We challenge the status quo, embrace emerging technologies, and continuously refine our solutions to stay ahead of industry needs.
- Win Together: We break down barriers, share knowledge, and champion teamwork across departments, brands, and global offices to achieve our collective goals.
- Customer Obsessed: We go beyond transactional interactions to become trusted partners in risk mitigation and workforce management.
- Stay One Step Ahead: We proactively seek knowledge that helps usand our clientsstay ahead of the curve.
The Candidate Experience Representative is responsible for providing superior customer service and technical support to end-users of our pre-employment and onboarding portal.
The candidate must be willing to WORK ONSITEin Vertis North, Quezon City, following US hours.
Duties and Responsibilities
- Handle a heavy volume of inbound calls, emails, and chats working in a work queue environment. Make outbound contacts as needed.
- Partner with peers and supervisor to monitor and maintain coverage of all contact streams.
- Achieve first contact resolution, whenever possible. Work closely with internal teams to provide quick resolution to issues beyond first contact resolution. Ensure periodic updates are provided.
- Troubleshoot and resolve candidate concerns including, but not limited to login issues, error messages, submission of required forms, scheduling of fingerprint and drug screening appointments etc.
- Must be able to maintain applicant/client privacy in compliance with all applicable laws.
- Assist candidates with disputes or consumer statements as required by FCRA.
- Maintain accurate record of contacts and interactions.
- Create positive relationships with contacts to ensure satisfaction and retention.
Minimum Qualifications
- Graduate of any 2-year or 4-year course preferred; or has at least completed 2 years in college
- Minimum of 2 years of customer service experience strongly preferred.
- Knowledge of Microsoft Office Suite required, proficiency in Excel preferred.
- Able to successfully learn and navigate Web based applications and tools, for use in managing applicant accounts.
- Experience responding to escalated calls/customer complaints and providing resolutions
- Ability to work a flexible schedule including days, evenings, and weekends.
