Customer Service Advisor

Job Summary

We are hiring a Dispatcher to manage work orders, assign technicians, and ensure timely execution and communication. The role focuses on real-time monitoring, SLA adherence, and efficient queue management.

Key Responsibilities

Work Order Management

• Review and validate incoming work orders in internal systems & Tools.
• Create, update, and maintain accurate work order details

Dispatching & Assignment

• Assign and dispatch jobs based on technician availability, location, and priority
• Ensure job acceptance within defined SLA (≤ 2 hours)
• Reassign or replan rejected/unaccepted jobs

Monitoring & Coordination

• Track job progress in real time and follow up on delays
• Coordinate with technicians for updates and issue resolution

Queue Management

• Manage queues (Upcoming, Re-dispatch, On Hold, Approved Estimates, Awaiting Authorization)
• Replan overdue jobs (>2 days) and escalate stagnant queues (>48 hours)

Communication

• Provide timely status updates to clients and internal stakeholders
• Maintain proper documentation of all communication

Daily Operations

• Handle everyday customer/Client query & new job order calls
• Conduct scheduled queue reviews and clear backlogs
• Ensure all jobs are dispatched, tracked, and pre-planned

Escalation Handling

• Escalate delays, unresponsive technicians, or system issues as per process

Compliance & Documentation

• Ensure accurate job records, completion proof, and SOP adherence

Requirements

• Graduate or relevant experience in dispatch/logistics
• Strong coordination and Good English communication skills
• Ability to manage multi-tasking in a fast-paced environment
• Basic knowledge of dispatch/CRM tools