Client Service Representative

Cisive Inc.; Philippines; Hybrid; PHP 223,000 - 357,000; Full time

Job summary

Cisive Inc. is seeking a Client Service Representative to be the first point of contact for clients, delivering exceptional support and a seamless experience. The role emphasizes handling inquiries, resolving issues, and maintaining high SLAs.

The position requires a hybrid work arrangement in Quezon City with a night shift schedule. Candidates should have 3-5 years in client relations and preferably experience in background screening, coupled with excellent communication and multitasking

Qualifications

• Minimum of 3-5 years of client relations and a dedicated resource to a specified book of clients.
• Background Screening and/or pre-employment screening experience strongly preferred.
• High School Diploma or equivalent required; Secondary education degree strongly preferred.
• Excellent written and verbal communication skills.

Responsibilities

• Handle inbound calls, emails, and chats working in a service queue environment. Makes outbound contacts as needed.
• Ensure client orders and information requests are delivered on time and that Service Level Agreements are met.
• Escalate issues/questions to appropriate internal resources.
• Efficiently partner with internal teams to solve client requests.
• Fully proficient in all internal Cisive systems and Internal SOPs
• Fully proficient in client facing systems and client SOPs
• Basic product knowledge
• Other assigned tasks on an as-needed basis
• Complete required training as assigned

Skills

Communication skills

Problem solving

Multi-tasking

Team collaboration

Proactive

Education

High School Diploma

Tools

Microsoft Office

Salesforce

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 Client Service Representative serves as the primary point of contact for clients, providing exceptional support, and ensuring a seamless customer experience.

The candidate must be willing to HYBRID work arrangement in Quezon City, following a NIGHT SHIFT schedule.

Responsibilities

• Handle inbound calls, emails, and chats working in a service queue environment. Makes outbound contacts as needed.
• Ensure client orders and information requests are delivered on time and that Service Level Agreements are met.
• Escalate issues/questions to appropriate internal resources.
• Efficiently partner with internal teams to solve client requests.
• Fully proficient in all internal Cisive systems and Internal SOPs
• Fully proficient in client facing systems and client SOPs
• Basic product knowledge
• Other assigned tasks on an as-needed basis
• Complete required training as assigned

Qualifications

• Minimum of 3-5 years of client relations and a dedicated resource to a specified book of clients.
• Background Screening and/or pre-employment screening experience strongly preferred.
• High School Diploma or equivalent required; Secondary education degree strongly preferred.
• Self-motivated and proactive.
• Good problem solving and analytical skills.
• Excellent written and verbal communication skills.
• Ability to multi-task, prioritize and make sound business decisions.
• Proficiency in Microsoft Office required.
• Salesforce experience a plus.
• Ability to work independently and as part of a larger team.
• Enthusiastic about loving our clients and having the honor to work with their team.
• Goal Oriented.