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Junior Associate for Global Supplier Engagement
Overview of the job
User Engagement Specialist is responsible for providing expert advise to support requests related to Procter & Gamble Purchase to Pay service and solution. They answer queries, perform troubleshooting, report and analyze users' information and needs. The goal is to systemically fix issues or prevent recurrence of support while providing positive user experience. Users are specifically in the Latin America region, requiring Spanish language proficiency.
This role reports to User Engagement Transformation Team Leader in Manila. The User Engagement Transformation Team is composed of process experts across Philippines, China and Costa Rica that bridges user needs and Procter & Gamble Purchase to Pay service and solution by working with key stake holders to deliver breakthrough results. The team leads or influences global User Experience projects.
•High Net Promoter Score (user experience) monthly through reliable and timely support
•Drives reduction of support requests through regular analysis of trends and top users
•Maintain Strong Controls and Governance by ensuring 0 fraud results from support provided
•Generates value (productivity, improved user experience) by handling or executing small scale process improvement projects
•Pass certification on Domain mastery and Digital skills within aligned timeline and be able to apply immediately in operations and projects
•Understands user support requests.
•Troubleshoots queries through chats, calls and tickets.
•Provides clear answers or next steps to users on a timely manner.
•Escalates issues to the correct team if cannot be resolved at level.
•Identifies top detractors and provide action plans to address them.
•Executes and provide inputs for process improvement.
•Spanish Language Capability
•High Learning Agility
•Effective in capability building
•Background on SAP and Coupa are advantage
We produce globally recognized brands and we grow the best business leaders in the industry. With a portfolio of trusted brands as diverse as ours, it is paramount our leaders are able to lead with courage the vast array of brands, categories and functions. We serve consumers around the world with one of the strongest portfolios of trusted, quality, leadership brands, including Always®, Ariel®, Gillette®, Head & Shoulders®, Herbal Essences®, Oral-B®, Pampers®, Pantene®, Tampax® and more. Our community includes operations in approximately 70 countries worldwide.
Visit http://www.pg.com to know more.
Our consumers are diverse and our talents - internally - mirror this diversity to best serve it. That is why we’re committed to building a winning culture based on Inclusion and our ideal candidate is passionate about the same principle: you will join our daily effort of being “in touch” so we craft brands and products to improve the lives of the world’s consumers now and in the future. We want you to inspire us with your unrivaled ideas.
We are committed to providing equal opportunities in employment. We do not discriminate against individuals on the basis of race, color, gender, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, veteran status, HIV/AIDS status, or any other legally protected factor.
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