Dispatch Support Specialist at SuperStaff

Makati, National Capital District, Philippines -

Full Time

Start Date

Immediate

Expiry Date

05 Mar, 26

Salary

0.0

Posted On

05 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Strong Problem-Solving Abilities, Multitasking Abilities, Excellent Communication Skills, Interpersonal Skills, Proficient In Dispatch Software, Customer Service Ticketing Systems, Ability To Work Independently, Ability To Work As Part Of A Team, Fast-Paced Environment

Industry

Outsourcing/Offshoring

Description

We are seeking a highly organized and proactive Dispatch Support Specialist to join our team. This role will support routing changes, address issues our drivers encounter overnight, capture and triage issues via the Driver Feedback Loop, and manage customer service tickets. Key Responsibilities: 1. Routing Support: Implement and manage routing changes as needed, such as: Respond to unexpected driver call-offs by reallocating their route among available drivers Add locations with service tech tickets that need to be addressed by drivers overnight 2. Driver Support / Servicing Issues: Address and resolve issues drivers encounter overnight, such as: Provide assistance and guidance to drivers experiencing service issues while stocking Maintain open lines of communication with drivers to ensure timely problem resolution, let them know when they should move on to their next stop or if they should wait for another few minutes. * Lifeline for driver Monitor the CMS Stocking dashboard and notify drivers if a location's inventory doesn’t go through in real-time to confirm its accuracy Ensuring drivers log all issues through the invite to via slack Driver Feedback Loop Form 3. Customer Service: Manage and resolve customer service tickets after 5pm of our top 5 issues: Touchscreen Not Working i. If ticket comes through overnight a. See if a driver is going to be visiting this location soon, they can confirm b. Check if there has been another purchase since incident c. If not, reset touchscreen - they would need to be trained on this; need to confirm what system they are using to do this Receipts - send customer receipt Cancel Reservations - cancel reserved item Coupon / Promo issues - coupon wasn’t applied to order ii.. Minimum of 30 tickets solved iii.Categories they should not address: Red Alerts Solitiations Bank disputes 4. Documentation and Reporting: Maintain accurate records of routing changes, driver issues, and customer service tickets Generate reports on common issues and suggest improvements to reduce recurrence Provide regular updates to management on the status of ongoing issues and resolutions ● Experience: ○ Previous experience in dispatch, logistics, or customer service roles. ○ Experience in a support role for delivery or logistics companies is a plus. ● Access To: ○ Salesforce ○ CMS ○ Zendesk ● Skills: ○ Strong problem-solving and multitasking abilities. ○ Excellent communication and interpersonal skills. ○ Proficient in using dispatch software and customer service ticketing systems. ○ Ability to work independently and as part of a team in a fast-paced environment. HMO with 1 free dependent upon hire Life Insurance 20 PTO credits annually VL and SL cash conversion Annual Performance-Based Merit Increases and Employee Recognition Great Company Culture Career Growth and Learning A laptop will be provided by the company

Responsibilities

The Dispatch Support Specialist will implement routing changes, address driver issues overnight, and manage customer service tickets. They will also maintain communication with drivers and ensure accurate documentation of issues.