Engagement Coordinator- MSP (3PM IST - 12AM IST)

SUMMARY:

The Engagement Coordinator 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 Coordinator must work with all parties within Center of Excellence for problem resolution and must provide a professional response and exhibit strong customer service orientation when dealing with all external clients. Responsibilities may include requisition review, and maintenance using VMS technology, and other systems as required. Works under general supervision.

GENERAL RESPONSIBILITIES:

• Responsible for the contractor onboarding process.
• Validates client onboarding documents to ensure compliance.
• Serves as a primary point of contact for multiple vendors to facilitate onboarding.
• Build strong relationships with all stake holders. (Client, Suppliers and Internal Team)
• Responsible to ensure that the vendors are following the client guidelines for onboarding.
• Responds and answers all inbound telephone calls, ticket requests, and e-mail correspondence in a timely manner/according to SLA s.
• Respond to Various partners via phone call/ Emails or any other mode suggested by management.
• Supports the business as backup when the team members are on leave.
• 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.
• Works to meet all contracted SLA s and works to improve overall process by recommending improvements to Advisory Consultant and/or Program Manager.
• Documents and escalates all contacts reported by users following Customer Support standard operating procedure.
• Maintains and continually increases knowledge of supported software solutions.
• Assists with training of peers in the standards and practices within the Customer Support organization.
• Receives and reviews new onboarding requests daily using the VMS tool.
• Updates and maintains records of all the onboarding information to organize and prioritize work.
• Maintains thorough and accurate documentation on any end user interactions.
• Participates in special projects and performs other duties as assigned.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Education: Bachelor s Degree

Experience:

• Minimum of two (2) years work experience in a service level industry and/or one (1) to three (3) years experience in a customer service environment or equivalent.

KNOWLEDGE, SKILLS ABILITIES:

• Skilled in communicating effectively verbally and in writing.
• Ability to establish and maintain effective working relationships through strong customer service skills.
• Proven ability to work in a fast-paced and dynamic environment.
• Possess strong attention to detail.
• Proficient with Microsoft Office products, such as Word, Excel, PowerPoint and Outlook.