Overview:
HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. We offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.
Responsibilities:
Role Purpose:
The Customer Service Specialist works with clients and their applicants to facilitate accuracy and timely resolution to their requests. Individuals in this role respond to inquiries via phone, e-mail or instant chat. Each request must be handled professionally and in a timely manner, adhering to company policies and procedures.
Responsibilities:
Work in multi-channel support environment of phone, emails, and/or online live chat.
Field and resolve issues of low to moderate complexity; escalate more difficult issues
Handle routine support activities such explain results (for a credit report, driving record, etc.) to clients or applicants, instruct users on entry into online applications, perform ad hoc data entry, build reports, perform basic account administration functions, make requests for additional items to support an investigation, distribute mail and faxes, and other functions as assigned
Provide great customer service to ensure every contact feels they are important.
Ensure adherence to Guidelines, regulations and processes where applicable while exercising judgment and reasoning abilities in order to solve problems.
Identify and send new sales leads (such as current client referrals) to a Business Development Manager.
Office Management
Coordinates the day-to-day functions as follows:
Processing and actioning incoming and outgoing mail and running errands.
Distributing documents as required.
Monitoring and maintaining stationery and kitchen supplies.
General workplace housekeeping.
Welcome visitors into the office and meeting preparation.
General administrative duties and tasks
Qualifications:
Education
Higher School Certificate, Certificate III in Business Administration or equivalent
Qualification:
Excellent written and verbal communication skills
Ability to adhere to processes, procedures and guidelines during the execution of tasks and assignments.
Demonstrated proficiency with MS Office software and e-mail applications;
Minimum 1 yr related experience;
Previous customer service experience an advantage
Entry level for support roles with no or very little prior experience.
Works on simple and repetitive routines in standardised work.
Acquiring basic skills of basic routine operations, following step-by-step procedures requiring little or no previous experience.
Daily supervision is required.
Needs a basic understanding of the organisation or industry in order to complete some daily tasks.
Works under direct supervision and follows standard procedures to accomplish assigned tasks.
Follows step-by-step routines or has careful oversight by others.
Uses existing procedures to solve routine problems; has limited opportunity to exercise discretion.
Decision making is limited; duties are clearly defined, and methods and tasks are described in detail.
Receives close supervision
Responds to standard requests from internal or external customers.
Has routine contacts with others, which consist of providing and obtaining basic facts and information.
Interaction outside of the work unit is routine and defined to standard tasks.
Accurately communicates with customers in an effective way and is mindful of sensitivities that may arise.
Considers the diversity of customers in all interactions.
Provides prompt, reliable, responsive service to all customers, assuming positive intent always.
Is developing customer perspective and is developing tools for exercising appropriate empathy and consideration.
