Engagement Coordinator

6 days ago


Taguig, National Capital Region, Philippines Pontoon Solutions Full time
Join Pontoon
better people in a better wayEngagement Coordinator (US Hours) - Fixed-term Contract 5 Months

Taguig, Philippines

Job ID: 12120

JOB SUMMARY:

The Engagement Coordinator provides front-line customer service to internal team members, clients, and vendors. You will be responsible for communicating ongoing issues through the appropriate escalation process and providing timely feedback and responses to the end users.

You must work with all parties for problem resolution, providing a professional response and exhibit strong customer service orientation when dealing with all external clients. Your main responsibilities are listed below:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Responsible for the contractor onboarding process.
  • Responds to all inbound telephone calls, ticket requests, and e-mail correspondence in a timely manner according to SLA's.
  • Uses working knowledge of various supported Vendor Management Software to troubleshoot issues.
  • Uses customized and standardized situational responses and processes to resolve customer issues.
  • Recognizes and gathers relevant information on customer issues/scenarios requiring further solutions. Escalates such issues according to standard escalation process.
  • Makes recommendations to improve efficiencies where applicable.
  • Assists with training of peers in the standards and practices within the Customer Support organization.
  • Receives and reviews new requisition requests daily using the VMS tool.
  • Participates in special projects and performs other duties as assigned.

EDUCATION/EXPERIENCE AND OTHER POSITION REQUIREMENTS:

  • Bachelors Degree required.
  • Work experience in recruitment (in-house, RPO, MSP, or Core HR) is preferred.
  • Effective communication skills in one-on-one and group settings.
  • Ability to establish and maintain effective working relationships.
  • Ability to work in a fast-paced environment and perform multiple work assignments simultaneously.
  • Data entry, analytical, and organizational skills with attention to detail.
  • Proficient with Microsoft Office products, including Word, Excel, PowerPoint, and Outlook.
Equal Opportunity Employer M/F/D/V

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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