Dispatcher / Coordinator

Yunxu Technology (M) Sdn Bhd; Johor Bahru; On-site; MYR 48,000 - 72,000; Full time

Job summary

Yunxu Technology (M) Sdn Bhd is seeking an IT service scheduling professional to manage work orders, coordinate with engineers, and ensure SLA compliance. You will communicate customer details, fault descriptions, and spare parts needs while supporting appointment scheduling and status updates in the system.

The role requires at least a college degree, 2+ years in IT service scheduling or similar, strong English communication, and proficiency with Office tools and service management systems.

Qualifications

• College degree or above
• 2+ years in IT service scheduling, customer service or work order management
• Proficient in Office software and service management systems
• Fast typing speed and high accuracy in data entry
• Good communication and coordination skills; customer service mindset
• Good English listening, speaking, reading and writing skills in daily work

Responsibilities

• Dispatch maintenance work orders based on SLA, engineer skills, location and workload
• Communicate all necessary information to dispatched engineers and customers
• Assist engineers in scheduling appointments; report when SLA is breached
• Operate and update work order statuses in the portal; ensure accuracy
• Record and report work order status daily
• Monitor engineers' leave and adjust allocations to ensure service continuity
• Collaborate with spare parts team to confirm inventory and prioritize orders
• Assist in compiling daily work order reports

Skills

Office software

Service management systems

Communication

English proficiency

Education

College degree or above

Tools

Office software

Service management system

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Work Order Dispatch: Based on SLA requirements and the engineer's skills, location, and workload, rationally assign maintenance work orders from customers to the appropriate engineers; assist engineers in scheduling appointments with customers when necessary.

Information Communication: Accurately communicate all necessary information to the dispatched engineer, including: customer name, address, contact person, SLA requirements, equipment serial number and location, fault description, historical repair information, hotline team handling suggestions, special remarks (highlighted in red), equipment configuration, and required spare parts information.

Appointment Assistance: Assist engineers in filling in appointment times in the work order system; when appointment times exceed the SLA response time limit, report the abnormal situation and explain the reason.

System Operation: Accurately operate and provide feedback on work order status in the customer service portal system, ensuring all information is complete, accurate, and timely.

Abnormal Reporting:Accurately record and report work order status in the customer service portal system, ensuring all information is complete, accurate, and timely.

Emergency Coordination: Monitor engineer leave and time-off status, and adjust work order allocation promptly to ensure uninterrupted service.

Spare Parts Status Tracking:Collaborate with the spare parts administrator to confirm the inventory status of spare parts required for pending work orders. If spare parts insufficient, prioritize work orders with sufficient inventory or report for coordination.

Daily Report Assistance:Assist the work order supervisor in compiling daily work reports and summarizing all work order status updates.

What we are looking for

College degree or above, no major limit, computer or management related majors are preferred.

More than 2 years of relevant experience in IT service scheduling, customer service or work order management.

Proficient in operating Office software and service management systems; fast typing speed and high accuracy in information entry.

Have good communication and coordination skills and customer service awareness.

Good English listening, speaking, reading and writing skills, and able to communicate with customers and engineers in daily work in English.

Work patiently and meticulously, and be able to maintain efficiency and accuracy in a multi-tasking parallel environment.

Applicants with basic knowledge of server hardware are preferred.

Opportunities for promotion

Experience:

IT service scheduling: 2 years (Required)