Customer Success Specialist

Summary

The Customer Success Specialist is responsible for managing and coordinating the movement of vehicles, personnel, or services. This role involves efficiently scheduling and dispatching drivers, service technicians, or emergency response teams to various locations. They must ensure timely and effective communication, monitor progress, and resolve any issues that arise during operations.

Responsibilities

• Scheduling and Dispatching:

  • • Assign and schedule vehicles, drivers, or service personnel based on priority, availability, and customer needs.
  • • Monitor and track the status of dispatched units and update schedules as necessary.

• Communication:

  • • Maintain clear and effective communication with drivers, technicians, and customers to provide updates, instructions, and address any issues.
  • • Relay information between field personnel and management.

• Routing and Navigation:

  • • Develop and optimize routes to ensure timely and cost-effective delivery of services or goods.
  • • Use GPS and mapping software to guide field personnel to their destinations.

• Customer Service:

  • • Handle customer inquiries, complaints, and service requests in a professional and timely manner.
  • • Provide updates to customers on the status of their service or delivery.

• Record Keeping:

  • • Maintain accurate logs and records of dispatch activities, including time of dispatch, service completion, and any issues encountered.
  • • Generate reports for management on operational efficiency and areas for improvement.

• Problem Solving:

  • • Address and resolve any operational issues, such as delays, route changes, or vehicle breakdowns.
  • • Collaborate with other departments to ensure smooth operations and customer satisfaction.

• Compliance and Safety:

  • • Ensure that all dispatch activities comply with company policies, industry regulations, and safety standards.
  • • Monitor driver or technician hours to prevent fatigue and ensure compliance with legal limits.

Required Skills

• • Analyzing Information
• • Data Entry Skills
• • Attention to Detail
• • Confidentiality
• • Thoroughness
• • General Math Skills
• • Reporting Skills
• • Verbal Communication
• • Planning and Organizing
• • Team Player
• • Information collection, analysis and management
• • Problem Solving

• Key Work Requirement:

  • • The candidate must be flexible and available to work on weekends and/or holidays to assist the team in completing the payroll.

Qualifications

• • Excellent communication and interpersonal skills.
• • Strong organizational and multitasking abilities.
• • Problem-solving skills and the ability to work under pressure.
• • Knowledge of local geography and traffic patterns.

• Technical Skills:

  • • Proficient in using dispatch software and other relevant computer programs.
  • • Ability to learn and adapt to new technologies quickly

Additional Information and Instructions

All you need is a valid Jamaican National ID Card, a personal commercial bank account (National Commercial Bank or Bank of Nova Scotia), and a valid Police Record Certificate, in addition to having the necessary academic qualifications and experience for the position that best suits you.

About itel

itel is the largest Caribbean-born customer experience provider and we are now an award-winning international company. We take pride in empowering our teams, treating every member like family.

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