French Canadian- Contractor Support Representative

Cisive Malaysia Sdn. Bhd.; Penang; Remote; MYR 20,000 - 100,000; Full time

Job summary

A background screening solutions provider is seeking a French Canadian – Contractor Support Representative to manage client requests and provide excellent customer service. The role requires proficiency in French Canadian and experience in customer service. This position is remote in Malaysia and follows a U.S.-based work schedule.

Qualifications

• Must be able to speak, read, and write in French Canadian.
• 2 years of experience in an inbound customer service environment.
• Experience in background screening preferred.

Responsibilities

• Manage and maintain incoming client and applicant requests.
• Handle and resolve client support calls and/or emails.
• Work closely with internal teams to provide quick resolution to issues.

Skills

Proficiency in French Canadian Language

Customer service skills

Problem-solving skills

Education

Graduate of any 2-year or 4-year course

Job description

Overview

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 us—and our clients—stay ahead of the curve.

The French Canadian – Contractor Support Representative is responsible for taking inbound calls from clients in Contractor Solutions. This team member will manage and maintain incoming client and applicant requests and work closely with internal teams to ensure client needs and external service levels are met.

The candidate must be willing to work remotely in Malaysia, following a US-based work schedule.

Duties and Responsibilities

• Leverage and navigate web-based applications and tools, for use in managing client accounts. This will include ordering reports and services for clients within established service level norms, which includes, drug tests, international, business information, education and background screening reports.
• Manage positive relationships with clients to ensure customer retention.
• Handle and resolve client support calls and/or emails to achieve first contact resolution, whenever possible.
• Provide excellent customer service to clients.
• Work closely with internal teams to provide quick resolution to issues beyond first contact resolution. Ensure periodic updates are provided to the client.
• Meet set expectations for call center metrics and client turnaround times.
• Apply appropriate scripts and templates as deemed necessary by management.
• Must be punctual and follow schedule to ensure Service Level Agreements are maintained.
• Proactive in approach to issue/dispute resolution.

Minimum Qualifications

• Proficiency in French Canadian Language (speaking, reading, writing)
• Graduate of any 2-year or 4-year course, preferred; or has at least completed 2 years of college
• 2 years of experience in an inbound customer service environment, or equivalent education experience.
• Experience in background screening or other analytical review role preferred.

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