Job Summary:

We are seeking a highly organized and proactive Dispatch Officer to coordinate and manage the daily scheduling and dispatching of Installation, Support, and Maintenance teams. The role is responsible for ensuring timely service delivery, efficient job allocation, and excellent customer experience by meeting installation timelines (same day within 6-hour TAT) and support timelines (within 2-hour TAT).

Key Responsibilities:

• Schedule and assign installation, support, and maintenance jobs to field technicians based on availability, location, and priority.
• Optimize daily schedules to improve efficiency and reduce travel time.
• Monitor job progress in real time and adjust schedules to accommodate urgent requests or delays.
• Communicate with customers to confirm appointments, provide updates, and handle rescheduling or cancellations professionally.
• Provide technicians with accurate job details, tools, and necessary instructions.
• Act as a link between field teams and internal departments to resolve operational issues.
• Track and report key performance indicators (KPIs) such as turnaround time and customer satisfaction.
• Maintain accurate records of dispatch activities, technician performance, and customer interactions.
• Identify and implement process improvements to enhance efficiency and service delivery.

Key Requirements:

Technical Skills:

• Proficiency in Microsoft Office (Excel, Word).
• Familiarity with routing and mapping tools (e.g., Google Maps).

Communication Skills:

• Strong verbal and written communication skills.
• Ability to effectively engage with customers and field teams under pressure.

Problem-Solving Skills:

• Strong decision-making ability in a fast-paced environment.
• Ability to multitask and prioritize effectively.

Organizational Skills:

• Excellent time management and organizational skills.
• High attention to detail.

Qualifications & Experience:

• Diploma or Degree in Logistics, ICT, or a related field.
• Previous experience in dispatch, logistics, or a similar role is an added advantage.

Working Conditions:

• Office-based role.
• May require occasional evening or weekend work depending on operational needs.

• Schedule and assign installation, support, and maintenance jobs to field technicians based on availability, location, and priority.
• Optimize daily schedules to improve efficiency and reduce travel time.
• Monitor job progress in real time and adjust schedules to accommodate urgent requests or delays.
• Communicate with customers to confirm appointments, provide updates, and handle rescheduling or cancellations professionally.
• Provide technicians with accurate job details, tools, and necessary instructions.
• Act as a link between field teams and internal departments to resolve operational issues.
• Track and report key performance indicators (KPIs) such as turnaround time and customer satisfaction.
• Maintain accurate records of dispatch activities, technician performance, and customer interactions.
• Identify and implement process improvements to enhance efficiency and service delivery.

• Proficiency in Microsoft Office (Excel, Word).
• Familiarity with routing and mapping tools (e.g., Google Maps).
• Strong verbal and written communication skills.
• Ability to effectively engage with customers and field teams under pressure.
• Strong decision-making ability in a fast-paced environment.
• Ability to multitask and prioritize effectively.
• Excellent time management and organizational skills.
• High attention to detail.

• Diploma or Degree in Logistics, ICT, or a related field.
• Previous experience in dispatch, logistics, or a similar role is an added advantage.