Customer Care Representative & Verification Researcher
Job description
For one of our partners, a company which provides screening services for their clients, we are looking for a team of Customer Care Representatives and Screening Specialists for their new office in Kraków.
If you are looking to grow your career in a culture that is ready for innovative thinkers, then this job is one for you! Join a multilingual team of Customer Care Representatives and Verification Researchers to grow your career in a multinational environment, where you will be able to develop your language skills and grow within the company.
Key information
Location: Krakow, office located within 3km from the centre
Contract type: permanent contract
Working model: office-based
What will you be doing as a Screening Specialist / Verifications Researcher?
- Communicating with companies, educational institutions and professional bodies across the EMEA region via email and telephone
- Processing check results in conjunction with our client requirements
- Actively working with clients and their candidates to resolve any issues that arise from the process
- Conducting analysis of candidates’ backgrounds
- Reviewing case files to ensure that we maintain high quality, accurate and efficient service
- Responding to incoming emails, phone calls and requests
- Obtaining feedback from quality control
- Ensuring all data protection and privacy legislation is adhered to
- Completing translations of various media on request to a high standard
What will you be doing as a Customer Care Representative?
- Responding to inbound enquiries via telephone and email from clients and candidates in a timely manner
- Ensuring that deadlines and Service Level Agreements are met
- Providing a high quality level of customer care
- Taking full ownership of all queries, providing a prompt resolution
- Managing client and candidate expectations throughout the background screening process, through clear and professional communication
- Following the correct escalation paths to liaise with Operational and Technical support teams
- Thoroughly and accurately documenting all contacts in relevant systems
- Contributing to the continuous improvement of systems, processes and procedures
- Ensuring all data protection and privacy legislation is adhered to
Requirements
For the Screening Specialist / Verifications Researcher role:
- Fluent Verbal and Written Language skills in English + another language (Polish, German, Spanish, French, Italian, Romanian, Russian, Hungarian)
- Ability to work efficiently in with Microsoft Office – Excel, Word, Outlook
- Having strong decision-making skills
- Able to plan, organise and prioritise a high level of work
- Enjoys communicating with people from different backgrounds and experiences
- Able to work with sensitive and confidential information
- Thrives in a customer focused, fast-paced environment
- Able to collaborate within and across multiple teams
For the Customer Care Representative role:
- Fluent Verbal and Written Language skills in English + another language (Polish, German, Spanish, French, Italian, Romanian, Russian, Hungarian)
- 1+ Year relevant experience of working in a Customer Care environment
- A professional telephone manner and an exemplary level of customer service
- Strong listening skills and attention to detail
- Excellent time management and organisational skills
- Ability to collaborate within and across teams
- High level of computer literacy and the ability to work in a Microsoft Office environment
What you can expect
- working in a multinational environment
- being part of fast-paced, diverse teams who deliver high quality service to our wide range of regional and global clients
- support of your line manager and opportiunities to develop your skills
- attractive salary and competitive benefits package