Client Services Executive

4 months ago

Pulau Pinang, Malaysia Cisive Full time

Cisive is a global provider of compliance-driven human capital management and risk management solutions. The company’s core onboarding and pre-employment background screening offering provides clients with a streamlined, high quality, and regulatory compliant solution. Cisive is a growing global organization, and we continue to make significant advances in the employment screening industry. We are always looking for the right talent to join us on our journey into a very exciting future.

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 provide customer services for our clients in order 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 collect, analyze and evaluate research information using a variety of media.
- Maintain the departmental logs, prepare month-end statistics reports and 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.
- Heavy volume inbound calls.
- Live chat contacts with applicants requiring assistance with 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 including a demonstrated ability to quickly build rapport and respond to clients/users/applicants by identifying and exceeding their expectations
- 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 - need to be able to read and translate both Simplified Chinese and Traditional Chinese documents and communicate with counterparts in Hong Kong, China, 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 the roster schedule from 9 am to 9 pm including weekday, weekend and public holidays. The roster schedule will be changed 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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