CS - Service Support Administrator
Thane, Mumbai, India
Revenue – Customer Service /
Full-time /
On-site
When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.
It’s our mission to develop a Client Services function which harnesses collaboration to support the seamless delivery of Accurate’s services. Our focus is on strengthening client partnerships to reinforce trust and promote account growth.
Reporting to the Client Delivery Manager the role of Service Support Administrator will focus on supporting Implementation and Client Services team members with ongoing system administration of new and existing Client accounts.
You’re an ambassador for the company and you focus on efficiency, accuracy and compliance in system setups. You’ll proactively manage your workload daily to ensure tasks are clearly understood and correctly interpreted, probing for further information where required, and delivering completed setups within SLA.
Responsibilities:
- Ensuring both new and existing clients are setup, configured and maintained accurately on our systems.
- Keeping Service Improvement mailbox up-to-date, working towards resolving issues quickly and effectively; sets clear expectations, gives correct information and ensures follow up to ensure needs have been met.
- Nurture, Develop and maintain positive and effective internal relationships which ensure engagement, satisfaction and retention.
- Work collaboratively and communicate effectively with internal stakeholders to ensure service delivery expectations are met.
- Positively and consistently represent the Accurate brand, values and behaviors to ensure a great experience for all stakeholders, both internal and external.
- Ensuring compliance with the company’s Data Protection, Information Security, Health & Safety, Dignity at Work and IT Acceptable Use policies and associated procedures at all times.
- Supporting the Client Services team with all administrative account maintenance tasks for existing Clients, including password resets, screening level changes and system amendments. For details please see below:
- Day to Day Responsibilities
- Client Account set up and amendments: You will work with Implementations/Onboarding and Client Services to create new Client accounts, screenings packages and groups.
- Client Users: You will work with Implementations/Onboarding and Client Services to create new account users, amend existing access where needed and, reset password.
- Quality Assurance: you’ll conduct quality checks of client accounts, packages and users set up bother SSAs
- Administrative support of ad-hoc Client Services duties, including compliance related duties and project support tasks.
- Support seamless service set-up in collaboration with Implementations, Operations, Tech, Finance and any other key stakeholders.
Qualifications:
- Strong computer literacy skills
- Excellent attention to detail and focus
- Strong levels of customer service
- Excellent written English
- Ability to multitask and priorities
- Ability to work under pressure and to tight deadlines
- Well organized and process driven
₹3,50,000 - ₹6,00,000 a year
The Accurate Way:
We offer a fun, fast-paced environment, with lots of room for growth. We have an unwavering commitment to diversity, ensuring everyone has a complete sense of belonging here. To do this, we follow four guiding principles – Take Ownership, Be Open, Stay Curious, Work as One – core values that dictate what we stand for, and how we behave.
Take ownership.
Be accountable for your actions, your team, and the company. Accept responsibility willingly, especially when it’s what’s best for our customers. Give others every reason to trust you, believe in you, and count on you. Rise to every occasion with your personal best.
Be open.
Be open to new ideas. Be inclusive of people and ways of doing things. Make yourself accessible and approachable, and communicate with genuineness, transparency, honesty, and respect. Embrace differences.
Stay curious.
Stay curious even as you move forward. Tirelessly ask questions and challenge the status quo in your pursuit of new ideas, ways to solve problems, and to continually grow and improve.
Work as one.
Work together to create the best customer and workplace experience. Put our customers and employees first—before individual or departmental agendas. Make sure they get the help they need to succeed.
About Accurate Background:
Accurate Background’s vision is to make every hire the start of a success story. As a trusted provider of employment background screening and workforce monitoring services, Accurate Background gives companies of all sizes the confidence to make smarter, unbiased hiring decisions at the speed of demand. Experience a new standard of support with a dedicated team, comprehensive technology and insight, and the most extensive coverage and search options to advance your business while keeping your brand and people safe.
