The Candidate Care Agent delivers customer service more like Cielo and less like everyone else. The Candidate Care Agent enhances our clients’ candidate interactions with a team dedicated to immediate availability, single call resolution, and unprecedented responsiveness.
- Location Specifics: Makati, Philippines (Manila Delivery Center)
- Specific Needs: Customer experience background (preferred)
- Language Requirement: Native Language; English
- Position Setup: Onsite (Work from Office)
- Work Week: Monday to Friday or Tuesday to Saturday
- Shift Schedule: Will follow 8am to 5pm CST (10:00pm to 7:00am PHT)
Duties and Responsibilities:
- Provide “We Become You” seamless customer support to candidates via phone, live chat, voicemail, and email.
- Complete phone interviews and document candidate responses, effectively screening in or out of the recruitment process based on position requirements.
- Update candidate statuses in the appropriate recruitment systems (Applicant Tracking System, proprietary systems, etc).
- Adapt communication style to different demographics.
- Promote service excellence through courteous, patient, and gracious interaction.
- Drive impression to resolution with internal sense of urgency, control of conversation, and active listening.
- Leverage resources to provide thorough and accurate information to candidate.
- Use judgment to escalate to proper party when needed.
- Follow through on unresolved candidate inquiries to close the loop.
- Develop in-depth knowledge and functional command of multiple applicant tracking systems.
- Utilize critical and innovative thinking to troubleshoot issues and offer resolutions
- Work to elevate the level of efficiency and service through collaboration, examining current processes to determine room for improvement, and suggesting best practices.
- Perform monthly sweeps and an annual audit of assigned tabs on shared resource.
- Other duties as assigned.
