After-Hours Emergency Dispatch Specialist

Booth & Partners; Makati; On-site; PHP 279,000 - 469,000; Full time

Job summary

Booth & Partners is seeking an After-Hours Service Dispatcher to act as the critical link between customers and our technical team during high-stakes periods. You will quickly dispatch Priority-1 calls, ensure SLAs are met, and maintain meticulous documentation for profitability and customer satisfaction.

The role requires calm under pressure, the ability to manage complex schedules, and strict adherence to escalation protocols.

Qualifications

• 1–2 years of experience in high-volume dispatching, emergency coordination, or complex customer service.
• Strong computer literacy; experience with GP/Schedule, TPS, or similar CRM/ERP software is a plus.
• Ability to multitask and prioritize in a fast-paced, emergency-first environment.
• Exceptional active listening and verbal/written communication skills.

Responsibilities

• Rapidly assign Emergency/Priority-1 service calls to Technicians based on real-time on-call schedules.
• Verify that call descriptions are accurate and that customer-provided NTE limits are noted prior to dispatch.
• Deliver comprehensive verbal briefings to Technicians for every dispatch; maintain professional correspondence with customers, managers, and internal stakeholders.
• Maintain and update Third-Party Systems (TPS) and internal databases (GP/Schedule), including technician status, scheduled dates, and service notes.
• Follow regional escalation protocols if a technician is unreachable, ETA is at risk, or conflicts arise.
• Facilitate the "Check-out" process to ensure data fields are completed for billing accuracy.
• Prepare a comprehensive electronic hand-off report for the incoming shift.

Skills

Dispatch experience

Emergency coordination

CRM software

Active listening

Verbal/written communication

Multitasking

Reliability

Team collaboration

Tools

GP/Schedule

TPS

Job description

Booth & Partners is seeking an After-Hours Service Dispatcher to act as the critical link between customers and our technical team during high-stakes periods. You will quickly dispatch Priority-1 calls, ensure SLAs are met, and maintain meticulous documentation for profitability and customer satisfaction.

The role requires calm under pressure, the ability to manage complex schedules, and strict adherence to escalation protocols.