The Consultant Engagement Representative is responsible for fostering strong relationships with consultants and contractors by providing consistent support from onboarding through offboarding. This role ensures a seamless experience by guiding consultants through key tools and programs, including the Communities platform and mobile app, while emphasizing personal value and engagement benefits during initial and follow-up interactions.
Key Responsibilities
- Guide consultants through profile activation on Connected during live calls and introduce the WIIFM (What’s In It For Me) framework
- Present the Consultant/Contractor Care Survey and NPS program to gather feedback and improve service delivery
- Follow structured scripts for onboarding, check-in, and offboarding calls to maintain consistency and clarity
- Review open cases such as End Date Reviews, Job Inquiries, and Refer a Friend submissions via the Communities site and mobile app
- Collaborate with the Talent Experience Team to resolve consultant concerns and enhance support processes
- Participate in weekly coordination calls with the US-based Talent Experience Team to align on active cases and service improvements
- Identify and reinforce effective practices while recommending adjustments for areas needing improvement
- Conduct monthly Service Touchpoint (STP) engagements using approved scripts to maintain ongoing consultant connection
- Direct referrals and consultant inquiries to the Communities section within Connected
- Share best practices with team members and maintain accurate, real-time documentation in Connected and applicant tracking systems
- Serve as a subject matter expert on the Talent Experience Program and support team knowledge development
- Ensure all interactions are recorded promptly in Connected to maintain transparency and continuity
Qualifications
A bachelor’s degree is required. Candidates should have prior experience in recruitment, customer service, or voice support roles. The ideal individual is comfortable following structured processes while exercising sound judgment. Proficiency with MS Office, Outlook, and digital platforms such as Connected and the Communities mobile app is essential. Strong analytical thinking, problem-solving abilities, and a solutions-oriented mindset are critical. Excellent written and verbal communication skills are required, with a clear and concise delivery style. Candidates must be willing to work night shifts and adapt to a hybrid work model with regular presence at the office in Ortigas, Pasig.
Work Environment
This role operates in a hybrid mode, requiring office attendance in Ortigas, Pasig, combined with remote work. Nightshift availability is mandatory. The environment emphasizes collaboration, open communication, and a commitment to supporting others. Team members are encouraged to be proactive, resourceful, and responsive to the needs of consultants and internal stakeholders alike.
Culture & Values
The organization values integrity, inclusivity, and action-oriented behavior. Diversity of thought, background, and experience is recognized as a driver of innovation. Employees are expected to build trust, communicate effectively across audiences, and balance the needs of multiple stakeholders. The culture supports network-building, both internally and externally, and promotes authenticity, collaboration, and accountability in all interactions.
