Customer Success Specialist - Transportation

We are sourcing an experienced navigator and Customer Service expert to join the itel family!

Job 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. 

Key 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. 

Qualifications: 

• Minimum of 3 CXC subjects (inclusive of Mathematics)
• At least 6 months experience in the BPO industry
• Familiarity with dispatching software, GPS systems, and communication devices 

Skills: 

• 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