Client Success Helpdesk

Cisive leads the industry in background screening, monitoring accuracy, quality, and trust for 40+ years. We work to empower the world’s largest and most highly regulated industries to optimize their talent programs and make their workspaces safer. Our PreCheck and Driver iQ vertical-specialized brands lead the healthcare and transportation industries with the most accurate background screening available. We believe in only the highest standards when it comes to an organization's safety and success.

The Help Desk Associate 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 ONSITE in Quezon City , following a NIGHT SHIFT schedule.

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.
• Partner with internal teams to troubleshoot and resolve client issues including, but not limited to: login issues, password resets, submission of required forms, etc.
• Maintain accurate record of contacts and interactions.
• Must be able to maintain applicant/client privacy in compliance with all applicable laws.
• Create positive relationships with contacts to ensure satisfaction and retention.
  
  

Education & Qualification Requirements:

• Minimum of 2 years of customer service experience strongly preferred.
• Minimum of 2 years of working in a call center environment 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.
• Ability to work nights and/or weekends.
  
  

Required Skills:

• Excellent written and verbal communication skills.
• Excellent time management skills, exhibiting a sense of urgency, ensuring client deadlines are met within the required time frames.
• Self-motivated and proactive in approach to issue/ dispute resolution.
• Adaptable to office and home office environments.
• Demonstrated ability to organize and manage multiple priorities.
• Demonstrated problem analysis and resolution skills.
• Client-focused
• Goal oriented
  
  

Expectations:

• Perform in a client focused setting
• Maintain professional demeanor
• Must be punctual and able follow schedule to ensure Service Level Agreements are maintained.
• Superior communication skills
• Must be able to meet set expectations for call center metrics, quality requirements, and turnaround times.