Service Dispatcher - After Hours

Booth & Partners; Makati; On-site; PHP 3,260,000 - 4,890,000; Full time

Job summary

Booth & Partners is seeking an After-Hours Service Dispatcher in Makati to serve as the critical link between customers and our technical team during high-stakes environments. You will rapidly dispatch Priority-1 service calls to on-call Technicians, ensuring SLAs and precise documentation are maintained.

The role requires a calm-under-pressure communicator who can manage schedules, adhere to escalation protocols, and provide thorough updates to customers, managers, and internal teams.

Qualifications

• 1–2 years in high-volume dispatching or emergency coordination.
• Proficiency with CRM/ERP systems or dispatch software is a plus.
• Excellent listening and verbal/written communication abilities.

Responsibilities

• Rapidly assign Emergency/Priority-1 service calls to Technicians based on real-time on-call schedules.
• Verify call descriptions and Not-to-Exceed (NTE) limits are noted prior to dispatch.
• Deliver comprehensive briefings to Technicians and maintain professional communication with customers and stakeholders.
• Maintain and update GP/Schedule and TPS systems, including technician status and service notes.
• Follow regional escalation protocols if escalation is required or a technician is unreachable.
• Ensure data fields are completed for the Check-out process for billing accuracy.

Skills

Dispatching

Emergency coordination

Customer service

Communication

Tools

GP/Schedule

TPS

Job description

Makati, United States | Posted on 09/09/2026

• State/Province National Capital Region (Manila)
• Country United States

Job Description

The After-Hours Service Dispatcher serves as the critical link between our customers and our technical team during high-stakes, emergency periods. You will be responsible for the rapid dispatching of Priority-1 service calls to on-call Technicians, ensuring all service level agreements (SLAs) are met with precision. This role requires a calm-under-pressure communicator who can manage complex schedules, navigate escalation protocols, and maintain meticulous documentation to ensure departmental profitability and customer satisfaction.

Essential Functions

• Strategic Dispatching: Rapidly assign Emergency/Priority-1 service calls to Technicians based on real-time on-call schedules.
• Operational Quality Control: Verify that call descriptions are accurate and that customer-provided Not-to-Exceed (NTE) limits are clearly noted prior to dispatch.
• Active Communication: Deliver comprehensive verbal briefings to Technicians for every dispatch; maintain professional correspondence via phone and email with customers, managers, and internal stakeholders.
• System Management: Maintain and update Third-Party Systems (TPS) and internal databases (GP/Schedule), including technician status, scheduled dates, and detailed service notes.
• Escalation Oversight: Strictly follow regional escalation protocols if a technician is unreachable, an ETA is at risk, or a customer service conflict arises.
• Process Integrity: Facilitate the "Check-out" process, ensuring Technicians have completed all required data fields in the system to maintain smooth call flow and billing accuracy.
• Administrative Transition: Manage "Smart List" tasks and prepare a comprehensive electronic hand-off report to ensure the incoming shift is fully briefed on pending items.

Requirements

• Experience: 1–2 years of experience in high-volume dispatching, emergency coordination, or complex customer service.
• Technical Proficiency: Strong computer literacy; experience with GP/Schedule, TPS, or similar CRM/ERP software is a plus.
• Critical Skills: Ability to multitask and prioritize in a fast-paced, "emergency-first" environment.
• Exceptional active listening and verbal/written communication skills.
• Strong interpersonal skills with a "team-first" mentality.
• Reliability: Proven track record of punctuality and the ability to work independently during non-traditional hours.
• Location: Must be willing to work in both BGC and Makati City.
• Availability: Must be open to a rotating schedule , including nights, weekends, and holidays as required by the after-hours nature of the role.

Physical Demands & Environment

• Setting: Professional office environment.
• Activity: Approximately 90% of the shift is performed in a seated position. Requires frequent use of hands/arms, clear verbal communication, and the ability to view computer monitors for extended periods.
• Peak Season: Extended work hours may be required during the Summer or as needed due to workload.