Job Description
The Operations & Dispatch Coordinator will be responsible for end-to-end coordination of field operations within a vehicle tracking and valuation environment. The role oversees technician dispatch, job scheduling, service delivery performance, client communications, and operational risk control to ensure timely, accurate, and compliant service delivery.
Key Responsibilities
- Act as the central point of contact and link between clients, valuers, technicians, repair partners, and internal operations teams.
- Handle all client communications (phone, email, WhatsApp, SMS) and provide timely, professional updates on valuations, tracking status, repairs, and other services.
- Schedule and coordinate valuations, tracking installations/removals, repairs, and appointments while sending reminders and managing rescheduling.
- Proactively follow up with clients on tracking alerts, repair progress, expected completion dates, additional findings, and vehicle collection arrangements.
- Receive, log, and manage client complaints or issues by liaising with technical teams, investigating problems, and keeping clients informed throughout the resolution process.
- Identify opportunities to cross-sell and up-sell additional services such as tracking devices, comprehensive repairs, fleet management, or recovery services.
- Maintain accurate client records and interaction history in the system, prepare regular reports on client feedback, pending tasks, and potential revenue opportunities.
- Support the valuation and tracking teams by relaying client requirements/feedback and contribute to service improvement by highlighting recurring client concerns to management.
Qualifications & Experience
- Diploma in operations management, Logistics, Business Administration, or a related field
- Minimum of 3 years’ similar customer service experience in a vehicle tracking and valuation firm or in a technical service industry.
- Proven experience in managing technicians or field-based teams
Key Skills & Competencies
- Strong operational coordination and problem-solving skills
- Excellent communication and stakeholder management abilities
- High attention to detail and data accuracy
- Ability to work under pressure in a high paced environment.
- Proficiency in job management systems and MS Excel