Engagement Specialist
Jakarta, Indonesia Apply for RoleThe Engagement Specialist provides front-line customer service to internal team members, clients, vendors and users for the various supported Vendor Management Software solutions. Responsible for communicating ongoing issues through the appropriate escalation process and providing timely feedback and responses to the end users. The Engagement Specialist must work with all parties for problem resolution and must provide a professional response and exhibit strong customer service orientation when dealing with all internal and external clients. Responsible for requisition review, entry, and maintenance using VMS technology, CM system and other systems as required. Works under general supervision.
GENERAL RESPONSIBILITIES:- Uses working knowledge of various supported Vendor Management Software to troubleshoot issues.
- Understands Vendor Management Software functionality dependencies to troubleshoot functional issues.
- Uses 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.
- Works to meet all existing SLA’s and works to improve overall process by recommending improvements to Supervisor.
- Maintains and continually increases knowledge of supported software solutions.
- Assists with training of peers in the standards and practices within the organization.
- Creates and maintains electronic records and fields (e.g. customer numbers, cost center numbers) in support of the requisition entry set up.
- Receives and reviews new requisition requests daily using the VMS tool.
- Enters the requisition into the CM system promptly and accurately.
- Assigns ownership of requisitions to Engagement Coordinators
- Assists with scheduling all action steps in the hiring process to include: Intake calls, supplier calls, resume review sessions, interviews, interview debrief, offers, onboarding tracking, etc.
- Reviews supplier data to assign appropriate suppliers to each requisition; this data will also be used by Engagement Coordinator to shortlist resumes.
- Validates entries to ensure accuracy.
- Interacts and coordinates with the Program Managers and Program/Advisory Consultants frequently to communicate questions and receive updates on current requisition activity
- Updates the requisition record as directed by the Program Managers and/or Program Consultants to include changes, cancellation, status changes.
- Maintains thorough and accurate documentation on any end user interactions.
- Participates in special projects and performs other duties as assigned.
Posting date: 08-10-2024
At the Heart: Our Customers & Each Other
Become a Pontooner. We provide innovative talent solutions that help power the prosperity of economies and shape societies, all while creating access to opportunities for our own people. With a global team spanning over 50 countries, joining Pontoon means becoming part of a diverse and inclusive organisation, partnering with some of the world's most recognisable brands.
Passion
Pontooners bring energy and excellence to our customers through deep expertise, continuous development, pride in the work we do, and genuine care for the quality of our delivery.
Better Together
Pontooners leverage our collective strengths to create unity and overcome challenges together. We work as a team to solve problems and innovate to succeed. Our commitment to building diverse and inclusive teams is reflected in our industry-leading employee satisfaction and retention.
Courage
Pontooners are empowered with unlimited access to learning platforms and development programmes, including Management Essentials and Inclusion trainings. We cultivate a growth mindset by setting strategic development goals and encouraging proactive continuous learning.
Values profile
Careers are about finding that perfect fit. How do you align with Pontoon’s Values? (1 Beginner – 10 Expert)
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Passion Do you bring enthusiasm and positivity to work? How do you celebrate successes?10
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Collaboration Do you work well with others, share ideas, support individual strengths, and aim to succeed as a collective?8
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Inclusion Do you support diversity, and realise the benefits of individuality in the workplace?10
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Courage Are you willing to challenge the status quo by learning, trying new things, and taking bold actions to achieve innovation?9
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Customers at the Heart Can you be understanding and compassionate to customers’ and candidates’ needs? Do you value building trust with partners to foster mutual success?9
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Our Terms of Use, Cookie Policy and Privacy Policy explain how we collect and use information about you and the rights you have. By submitting your information you acknowledge you have read those documents and consent to receive communications and email job alerts from the Adecco Group.