CSR - Operations Control Specialist (Dispatcher) | Eastwood, QC

2 weeks ago

Quezon City, National Capital Region, Philippines Intogreat Solutions Full time ₱800,000 - ₱1,200,000 per year

Job Responsibilities:


• Responsible for ensuring that the ground transportation service runs smoothly on a daily basis.


• Interact mostly with partners/ chauffeurs/ guests and internal stakeholders at times, working to resolve queries in connection to live service that is provided in real time, while maintaining relationships and building trust.


• Dispatching chauffeurs onto open booking requests from customers.


• Proactively finding solutions for urgent needs showing up due to new requests or unexpected scenarios (i.e.: flight delays, car breakdowns, etc.).


• Promote and establish a positive attitude while meeting productivity goals.


• Follow-up on customer issues to the point of resolution, keeping customers updated when needed.


• Provide and receive constant, vivid and constructive feedback regarding customer and chauffeur satisfaction as well as internal policies and procedures.


• Handle internal administrative tasks such as monitoring priority clients and documentation of individual queries independently.


• Participate in projects to improve existing processes or create new ones.


• Identify areas of improvement and propose potential solutions to the Team Lead Operations Control.


• Support workforce management when needed (e.g. short notice shift-changes).


• Make sure to keep costs to a reasonable level by quickshotting smartly and by negotiating the best possible price for rides with LSPs on the phone.

Technical/Educational Qualifications:


• Bachelor's/ College Degree, any field


• At least 2 years-experience in a strongly service-oriented dispatching role (e.g. air travel, ground transportation business etc)

Competencies/Personality Traits:


• Excellent organizational and communication skills, the ability to multitask and prioritize workload


• Ability to solve issues and make things work and see opportunities where others see problems


• Excellent English language skills, additional languages are a plus


• Convincing while also being personable, helpful and competent


• Possess a high degree of flexibility, team spirit, independence and always open to new tasks


• A team player, with the ability to motivate the team to improve each day

Prior Experience/Skills:


• Experienced with web-based customer care systems


• Familiarity with Salesforce is an advantage

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