Dispatch Associate

IBEX Global Solutions (Philippines) Inc.; Philippines; On-site; PHP 360,000 - 540,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a customer-focused role to evaluate calls and efficiently match technicians to jobs across the network. You will help drive service quality and dispatch accuracy.

You will provide evening coverage, assist in data collection and analysis, and ensure timely updates to customers and field teams, while striving to meet revenue and hourly goals.

Responsibilities

• 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.

Job description

Overview

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

Responsibilities

• 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.