Dispatcher

The Support Agent & Dispatcher help customers with complaints and questions, give customers information about our client’s services, take orders, and process returns. Coordinate and optimize chauffeurs arrival times, contact and track chauffeurs while providing the assistance needed during emergencies and resolve any logistical problems that arise such as traffic or other delays.

The role focuses on providing the assistance needed to Limousine customers and answering their inquiries about reservations, and providing guidance to chauffeurs through their trips to ensure proper safety procedures are being carried out and guarantee smooth and accurate work.

Requirements

• Candidates must be 18 years of age or older.
• Fluency in English and Arabic in written and verbal communication.
• Minimum qualification of high school (Tawjihi) -Passed.
• Excellent organizational skill and multitasking ability
• Flexibility with all shifts including night shift.
• Eligibility to currently live and work in Jordan.

Qualifications

• Demonstrates understanding of the Internet, our client’s website (www.LavishRide.com), and competitor websites.
• Experience with Windows XP, Microsoft Outlook, Microsoft Word Internet Explorer.
• Action oriented and self-disciplined.
• Strong analytical skills and ability to approach problems logically and rationally. Organized and detail-oriented.
• Effective problem solving skills including decision making and time management.
• Ability to quickly and effectively prioritize work time in various departments to meet business needs.
• Ability to maintain composure in highly escalated situations.
• Ability to concentrate – follow customers issues without distraction to resolution
• Good composition skills – ability to compose a grammatically correct, concise, and accurate written response.
• Work successfully in a team environment as well as independently.

Responsibilities

• Answer all emergency and non-emergency calls and document important information.
• Prioritize and organize calls according to urgency.
• Using Global Positioning Systems and dash cams to monitor the location of the chauffeur.
• Communicating with affiliates, brokers, and customers.
• Directing and organizing logistics activities such as negotiating with affiliates and service providers.
• Ensuring affiliate compliance with company policies and procedures.
• Dealing with conflict and being able to solve it quickly.
• Responding to any issue and following-up by coordinating with the concerned department.
• Tracking flights and assuring to inform chauffeurs of any changes occurring
• Communicating with customers and affiliates promptly to answer inquiries through our various channels including phone, text messages, chats, and E-mails.
• Responding to inquiries with great knowledge of our provided services and brand.
• Maintaining a positive, empathetic and professional attitude towards customers at all times.
• Acknowledging and resolving customer complaints while providing professional customer support.
• Writing and providing daily documents including all calls and emails received, incidents, chauffeurs calling times, suggestions and ideas.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Processing orders, forms, applications, and requests.

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