Engagement Coordinator - US Hours (MSP Operations)

Pontoon Solutions; Philippines; Remote; PHP 2,635,000 - 3,513,000; Full time

Job summary

Pontoon Solutions is seeking an Engagement Coordinator to support MSP operations from a remote location. The role focuses on onboarding contractors, handling inquiries, and facilitating issue resolution through established escalation paths.

You will work across multiple channels with internal teams, clients, and vendors to maintain service quality. The candidate should have a Bachelor's degree, experience in recruitment or MSP contexts, and proficiency with MS Office applications.

Qualifications

• Bachelor's Degree required.
• Experience in recruitment or MSP/RPO contexts preferred.
• Ability to communicate effectively in one-on-one and group settings.
• Ability to build and maintain productive working relationships.
• Thrives in a fast-paced environment with multiple tasks.
• Strong data entry, analytical, and organizational skills.

Responsibilities

• Onboard contractors and coordinate onboarding processes.
• Answer calls, tickets, and emails promptly per SLA.”,

Skills

Communication

Customer service

Multitasking

Team collaboration

Time management

Education

Bachelor's Degree

Tools

Vendor Management Software

Microsoft Office

Outlook

Excel

Job description

Engagement Coordinator - US Hours (MSP Operations)

Virtual, Philippines

Job ID: 12161

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:

• We're looking for candidates with Bachelors Degree.
• Ideally, we would like work experience in recruitment (in-house, RPO, MSP or Core HR)
• You’ll need to be skilled in communicating effectively, both in one-on-one and in group settings
• You must have the ability to establish and maintain effective working relationships
• We need someone to work in a fast-paced environment and perform multiple work assignments simultaneously
• You will possess 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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