Candidate Experience Representative II

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.

Scope of Position

• The Candidate Experience Representative II is responsible for delivering exceptional customer service and technical support to Cisive clients, vendors, and applicants. In this dual role, the incumbent will assist users with a wide range of queries, technical issues and directional support related to Cisive systems and platforms. This position reports to the Supervisor, Candidate Experience based in Penang.

Essential Job Duties

• Identify escalated technical issues and appropriately route to the IT department for further investigation and resolution. Maintain departmental logs and prepare month-end statistics reports, as well as support ad hoc client-facing projects.

• Provide feedback to departmental management regarding user, client and applicant issues

• Collaborate closely with the infrastructure team to stay informed of technical updates and system changes that may impact clients

• Handle a high volume of inbound calls in a professional and timely manner.

• Support applicants through live chat by providing assistance with the Cisive portal and related processes.

• Conduct research activities by collecting, analyzing and evaluating information from various sources and media.

Education & Qualification Requirements

• Bachelor degree and above or equivalent required.

• 1-year prior 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

• Demonstrated 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 Mandarin - 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

Measurements of Success

• 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.