Client Services Executive

2 weeks ago

Penang, Malaysia Cisive Full time
About Cisive

Cisive is a trusted partner for comprehensive, high-risk compliance-driven background screening and workforce monitoring solutions, specializing in highly regulated industries—such as healthcare, financial services, and transportation. We catch what others miss, and we are dedicated to helping our clients effortlessly secure the right talent. As a global leader, Cisive empowers organizations to hire with confidence.

Through our PreCheck division, Cisive provides specialized background screening and credentialing solutions tailored for healthcare organizations, ensuring patient and workforce safety. Driver iQ, our transportation-focused division, delivers FMCSA-compliant screening and monitoring solutions that help carriers hire and retain the safest drivers on the road.

Unlike traditional background screening providers, Cisive takes a technology-first approach powered by advanced automation, human expertise, and compliance intelligence—all delivered through a scalable platform. Our solutions include continuous workforce monitoring, identity verification, criminal record screening, license monitoring, drug & health screening, and global background checks.

Position Overview:

The Client Services Executive will be responsible for providing superior customer service and technical support to Cisive clients, vendors, and applicants. In this dual role, the Client Services Executive will assist users with a variety of questions, issues, and directional support related to Cisive systems. Additionally, you will be responsible for conducting employment screening services and providing customer service for our clients to support the business. You will report to the Deputy Team Manager – Client Services in Penang.

Scope of Position:
  • Identify escalated technical issues and appropriately route to the IT department for handling.
  • Conduct research tasks by collecting, analyzing, and evaluating research information using a variety of media.
  • Maintain the departmental logs, prepare month-end statistics reports, and manage ad hoc client-facing projects.
  • Provide departmental management with feedback relating to user/client/applicant issues.
  • Partner with members of the infrastructure team to remain abreast of technical changes that impact Cisive clients.
  • Handle a high volume of inbound calls.
  • Assist applicants via live chat requiring help with the Cisive portal.
Education & Qualification Requirements:
  • Bachelor's degree holder; fresh graduate.
  • 1-year experience in customer service role or call center environment preferred.
Required Skills:
  • Excellent interpersonal skills with a demonstrated ability to quickly build rapport and respond to clients/users/applicants by identifying and exceeding their expectations.
  • Ability to navigate computer applications and learn new computer programs.
  • Proficient problem-solving and conflict management skills.
  • Excellent verbal and written communication skills, with strong attention to detail.
  • Proven ability to multi-task and prioritize.
  • Experience working in a fast-paced environment.
  • Proficiency in basic Excel preferred.
  • Proficient in English and Chinese, able to read and translate both Simplified Chinese and Traditional Chinese documents and communicate with counterparts in Hong Kong, China, and Taiwan, as well as other English-speaking markets.
  • Basic research skills.
Expectations:
  • Normal hours of work will be 9 hours per day including one-hour meal break, on a roster schedule from 9 am to 9 pm including weekdays, weekends, and public holidays. The roster schedule will change as per business needs and according to the US time zone.
  • Establish solid working relationships with business partners, including employees, leaders, and corporate operations teams.
  • Work across divisions to accomplish local and corporate objectives.
  • Maintain a high level of self-motivation and enthusiasm in the research aspects with great exposure to different industries.
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