Dispatch Coordinator

The Dispatch Coordinators will be responsible for ensuring project success by effectively  coordinating between vendors and managers. This is an after-hours role that requires strong  communication and organizational skills. Key responsibilities include answering calls, scheduling work orders, tracking ETAs, and managing vendor rates. The role also involves assisting colleagues,  recruiting new vendors, maintaining asset information, and attending training sessions.  

Additional Details

• Salary Range: PHP 30,000 – 35,000 Total package
• This role is an onsite role at our Alabang location
• Work schedule: Tuesdays to Saturdays from 1 AM to 10 AM Manila Time (subject to change depending on client/business need)

Main Duties and Responsibilities:

• Organizes and manages emails to ensure efficient communication and task tracking during the  after-hours shift. 
• Handles inbound and outbound phone calls promptly and professionally, including monitoring  and answering the group line outside of regular business hours. 
• Communicates effectively with vendors and managers to ensure clarity, alignment, and smooth  execution of projects. 
• Dispatches assigned work orders by reviewing previous work history and coordinating logistics  between vendors and clients. 
• Verifies client ETAs on each work order and proactively addresses any potential conflicts or  delays. 
• Maintains consistent contact with vendors to track progress, provide updates, and resolve any  issues that arise during the shift. 
• Utilizes the IVR system for check-ins and check-outs, updating work order statuses, and  delivering timely updates to clients. 
• Negotiates rates and prices for labor and travel charges while adhering to client and company  budget guidelines. 
• Develops a working knowledge of all trades and services performed by the client to enable  effective troubleshooting and communication. 
• Attends weekly team and company meetings to maintain alignment, even when working during  off-hours. 
• Supports fellow Dispatch Coordinators and team members by assisting with overflow tasks or  providing backup when needed. 
• Recruits new vendors to help build and maintain a diverse, skilled, and dependable vendor  network.
• Completes regular self-evaluations to reflect on individual performance and establish growth  and improvement goals. 
• Participates in training sessions and ongoing learning opportunities to stay up to date with  industry standards and best practices. 
• Works independently with minimal supervision during after-hours operations, exercising sound  judgment and decision-making to resolve issues in real-time. 

Qualifications:

• Proven experience in both voice and non-voice BPO customer service roles
• Excellent written and verbal English communication skills, with strong email and phone  etiquette
• Ability to work independently during after-hours shifts while maintaining effective  collaboration with onshore and offshore teams
• Strong coordination and multitasking skills to manage multiple projects and meet deadlines
• Skilled in active listening, clear communication, and relationship building across stakeholders  and team members 

Where will you be working 

Civicom’s main office is located on the 7th floor of the Unioil building in Madrigal Business Park,  Alabang, Muntinlupa City. Situated 10 minutes walking distance away from lifestyle centers such as  Alabang Town Center and Molito’s park-like green space, we are also conveniently close to public  transportation at the intersection of Daang Hari Avenue and Zapote Avenue. 

If you’re the person we’ve been looking for, you can expect: 

• To create and be part of something truly remarkable 
• Full-time employment with the opportunity of regularization in as short as 3 months • A competitive salary package based on your talent and experience 
• A company-sponsored Health Maintenance coverage for your needs on Day 1 • Quarterly Performance Bonuses 
• Perfect Attendance Bonus 
• 10 accrued Sick Leave credits in a year, commutable to cash 
• 10 Vacation Leave credits in a year, among others 
• Promising career growth and learning opportunities 
• The opportunity to collaborate with the other teams and business units in the company  including our global business leaders 
• Having a hand in our mission to uplift those who live in extreme poverty simply by being part  of our team of Really Good People

About Civicom 

Civicom has been a pioneer in the advances in telecommunication that changed the way companies do  business globally, our solutions help overcome the barriers to time and location. For over 20 years, our  collaborative tools have made it easier for new companies to compete with older incumbents, and large, 

complex companies by using technology to work smarter and streamline operations. From the  beginning, we wanted not just to create a company, but to create something remarkable. 

In Civicom, we pride ourselves as a company that would create value for others, a sense of purpose for  its employees, and give 10% to charity and we seek to do it exceptionally well. 

Find out more about Civicom Pacific at www.civi.com and our Feathers Project at www.feathersproject.org.