Engagement Specialist - (8PM - 4 : 30AM IST)

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 :

Find out more Ready to raise the talent bar? Find out how fast and how far Pontoon can take you – connect with our Talent Acquisition Partner, Joanne on   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. Kind attention : Pontoon India does not collect any fee / s from the candidate for recruitment. Pontoon India employees are not allowed or authorized to collect any fee / s from the associates, candidate and client. Selection of candidate / associate is based on defined process, merit and as per the requirement.