Dispatch Associate

ibex; Philippines; On-site; PHP 223,000 - 391,000; Full time

Job summary

ibex is seeking a flexible Dispatcher/Customer Service Agent to evaluate customer calls and match the right technician to every job. You’ll cover evening shifts for customers and field techs, relay accurate information, and drive quick, quality dispatch of orders.

You will keep technicians informed, manage field logistics, record service results, and prepare summaries for senior management. Strong organization, good typing, and clear communication are essential in a fast-paced, goal-oriented

Qualifications

• Dispatching: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Responsibilities

• Evaluate customer calls and match technicians to each job.
• Evening coverage for customers and field technicians.
• Assist in data collection and analysis.
• Meet daily revenue and sold-hour goals by prioritizing urgent and profitable calls.
• Relay accurate information to technicians to ensure quality customer experiences.
• Manage the whereabouts and needs of every technician in the field.
• Record results of service calls and create report summaries for senior management.
• Be professional and establish customer rapport to encourage repeat business.
• Respond to customer requests, resolve issues and promote the brand.
• Participate in training to boost sales and ensure quick dispatch of orders.
• Update customers throughout the day on the technician’s progress.

Skills

Customer service

Communication

Organization

Conflict resolution

Job description

Overview

Evaluate customer calls and match the right technician to every job.

• Evening coverage for customers and field technicians
• Assist in data collecting and analysis
• Meet daily revenue and sold-hour goals by prioritizing the most urgent and profitable calls.
• Relay accurate information to technicians, ensuring proficient, quality customer experiences.
• Manage the whereabouts and needs of every technician in the field.
• Record the results of each service call and create report summaries for senior management.
• Be professional and establish customer rapport, encouraging repeat business.
• Respond to customer requests, resolving issues and promoting the brand.
• Participate in training to boost sales and ensure quick, accurate dispatch of incoming orders.
• Update customers throughout the day on the technician’s progress.

Responsibilities

Competencies for Success

• Develop a proven track record in customer service.
• IT competent; good typist and proficient with phone systems.
• Highly organized with exceptional follow-through abilities.
• Strong verbal and written communications.
• Ability to build trust, diffuse conflict and hold others accountable.
• Personality that blends well with a fast-paced, goal-driven environment.
• Competitive individual contributor who also loves to win as a team.

Qualifications

Experience:

• Dispatching: 1 year (Preferred)
• Customer service: 1 year (Preferred)