JOB DETAILS
Job Description: Candidate Experience Specialist
We are seeking a proactive and customer-centric Candidate Experience Specialist to join our team. As a Candidate Experience Specialist, you will play a critical role in ensuring a smooth and positive candidate journey throughout the hiring process. You will be responsible for effectively communicating with candidates, addressing their queries, and motivating them to complete the job application process. Additionally, you will be involved in scheduling first-day work for new employees and maintaining high-quality service levels to achieve exceptional candidate satisfaction.
Key Responsibilities:
Outbound Calls: Initiate outbound calls to candidates and motivate them to complete the job application process. Provide them with relevant information and support to facilitate a seamless application experience.
First Day Scheduling: Coordinate and schedule the first day of work for newly hired employees, ensuring all necessary information is communicated effectively to facilitate a smooth onboarding process.
Application Form Review: Thoroughly review candidate application forms to ensure all required details are accurately filled out, and follow up with candidates if any information is missing or incomplete.
Inbound Call Handling: Respond to inbound calls from candidates, addressing their queries and concerns in a courteous and helpful manner.
Email/Text Communication: Engage with candidates via email and text messages, promptly responding to their queries and providing relevant information.
Ticketing Platform: Resolve candidate queries and issues using our ticketing platform, ensuring efficient and effective case management. Familiarity with ServiceNow is an advantage.
Candidate Experience: Strive to provide an excellent candidate experience throughout the hiring process, ensuring candidates feel valued and supported.
Quality Control: Maintain a quality score of 90% and above, consistently delivering high levels of service and adhering to established processes.
Escalation and Problem Solving: Escalate complex issues to appropriate channels and seek advice when faced with challenging problems.
Process Improvement: Proactively suggest process improvement ideas that can enhance efficiency, accuracy, and controls, contributing to a better candidate experience.
Team Participation: Engage in team-building activities and collaborate effectively with colleagues to achieve team goals.
Data Security: Ensure the security and confidentiality of candidate and client data, adhering to data protection guidelines.
Compliance and Documentation: Establish and maintain process controls, validate and update process documentation as required to comply with organizational standards.
Customer Satisfaction: Focus on delivering exceptional customer satisfaction to candidates, reflecting the organization's commitment to providing a positive experience.
Qualifications and Skills:
High school diploma or equivalent required; Bachelor's degree preferred.
Previous experience in customer service, call center, or candidate experience roles is advantageous.
Excellent verbal and written communication skills.
Strong problem-solving abilities and the capacity to handle multiple queries simultaneously.
Proficiency in using ticketing platforms and customer service software; knowledge of ServiceNow is a plus.
Detail-oriented with a focus on maintaining data accuracy and quality.
Ability to work well in a team environment and participate in team activities.
COMPANY DETAILS
Protiviti is a global consulting firm that delivers deep expertise, objective insights, a tailored approach and unparalleled collaboration to help leaders confidently face the future. Our consulting solutions span critical business problems in technology, digital, business process, analytics, risk, compliance, transactions and internal audit. We are committed to attracting and developing a diverse workforce of professionals who share the values of integrity, inclusion and innovation. We believe that by teaming together with our clients, we can tackle the business challenges presented by a dynamic world and discover and implement innovative, efficient and effective business solutions.
Our more than 7,000 people serve clients ranging from business, governments, public-sector agencies, not-for-profits through the network of Protiviti and independently owned Member Firms in more than 85 offices in over 25 countries. We have served over 35% of FORTUNE Global 500® companies and more than 70% of FORTUNE 1000® companies. Our people and organisation have consistently been recognised for creating our outstanding workplace culture.