Service Dispatcher After Hours (CSR)
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: 12 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.
Required Skills:
Experience: 12 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.
Employment Type : Full Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 26500 - 40000