Candidate Experience Representative

Cisive Inc.; Philippines; Hybrid; PHP 201,000 - 268,000; Full time

Job summary

Cisive Inc. in Quezon City is seeking a Candidate Experience Representative to deliver superior customer service and technical support to end-users of our pre-employment and onboarding portal.

This role requires night shift availability, a hybrid work arrangement, and a focus on privacy and timely issue resolution.

You will handle inquiries via calls, email, and chat, collaborate with internal teams, and ensure accurate records while maintaining client confidentiality.

Qualifications

• Minimum 2 years of customer service experience preferred.
• 2 years in a call center environment preferred.
• Proficient in Microsoft Office; Excel preferred.
• Ability to learn and navigate web-based applications for applicant accounts.
• Graduate of a 2-year or 4-year course preferred; or at least 2 years of college completed.
• Ability to work night shift or shifting schedules.

Responsibilities

• Handle a heavy volume of inbound calls, emails, and chats in a work queue environment.
• Partner with peers and supervisor to monitor coverage of all contact streams.
• Achieve first contact resolution and provide updates when needed.
• Troubleshoot client issues including login problems and password resets.
• Maintain accurate records of contacts and interactions.
• Ensure applicant/client privacy in compliance with laws.
• Create positive relationships to ensure satisfaction and retention.

Skills

Written & verbal communication

Time management

Self-motivated

Adaptable

Prioritization

Problem solving

Client-focused

Education

2-year or 4-year degree or completed 2 years of college

Tools

Microsoft Office Suite

Excel

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

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 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 HYBRID work arrangement in Quezon City, following a NIGHT SHIFTschedule.

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.

Qualifications

• 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.
• Graduate of any 2-year or 4-year course, preferred; or has at least completed 2 years of college
• Ability to work night shift or shifting schedules

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