Candidate Experience Representative

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 WORK ONSITE in 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.

• 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.

• Experience responding to escalated calls/customer complaints and providing resolutions

• Ability to work a flexible schedule including days, evenings, and weekends.