Dispatcher

America Fujikura Limited (AFL) is seeking for a 'Dispatcher' for our Canadian Operations in Surrey, British Columbia. Under the direction of the Dispatch Manager, the Dispatcher will be responsible for dispatching field based technicians professionally, efficiently, and with a high degree of quality. In addition, the incumbent will be responsible for handling calls for AFL’s clients, customers, and technicians to facilitate the efficient completion of work and satisfy customer requirements.

Responsibilities :

• Dispatch field technicians upon customer request (per Service Level Agreement);
• Ensure all calls and emails are addressed and all appointments are completed on a daily basis;
• Monitor daily workload in assigned geographical areas to ensure customers’ requirements are met;
• Assess daily workload and determine if any adjustments to the resource plan are required, including contacting technicians to take additional shifts and or jobs to assist with high workloads;
• Ensure effective coordination of resources and clear communication between teams;
• Handle high volume of inbound and outbound calls with clients, customers and technicians ensuring an exceptional customer service experience with every interaction;
• Maintain and address email requests from customers and field;
• Request and update tickets for all work performed and generate summary report of time at the close of each ticket;
• Create reports for the customer (End of Day Report), for internal use, and for billing purposes;
• Help build and maintain positive relations within the team;
• Protect organizations’ values by keeping information confidential;
• Perform other administrative and miscellaneous duties as requested, directed or assigned;
• Enhance organizational reputation by accepting ownership for accomplishing requests and exploring opportunities to add value to job accomplishment; and
• Adhere to and promote the environmental, health & safety policies of AFL.

Skills Required:

• Flexible – open to change & new information and rapidly adapts to changing conditions or unexpected obstacles.
• Interpersonal skills – able to collaborate on projects, maintain effective relationships, and communicate clearly at all levels of the business
• Team Player skills - Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times.
• Good communication skills
• Detail oriented – excellent attention to detail with the ability to follow through on assigned tasks
• Independent - ability to work well under limited supervision
• Analytical Thinking/Problem Solving - capable of complex reasoning analysis

Qualification and Experience Required:

• Minimum education required : High School Diploma
• 1 years’ previous experience in customer service or a high volume call center environment
• Previous experience with a dispatch or similar role will be an asset.
• Ability to effectively handle both favorable and unfavorable customer and field employee interactions
• Experience building relationships and providing a first class approach to customer service
• Strong computer skills including proficiency in Microsoft Outlook, Excel and Word

Working Condition:

• Currently it's a work from home role, however may change to 'Normal office environment' as the business requirement.
• 40 hours/week, with general 10 hours/4 days a week from 6:00 am to 4:00 pm. Work on weekend/holidays may be required as per the business needs.
• Eligible for overtime (if applicable)
• Permanent Position

Who is AFL?

America Fujikura Limited (publicly known as AFL) is a premiere service provider in the global telecommunications industry focusing on leading-edge network technology, quality, safety and superior customer satisfaction. AFL manufactures, engineers and installs the fiber optic products and equipment that communications providers need to provide quad-play solutions to their customers.

Everyone belongs at AFL. At AFL, we value and respect unique contribution and talents. As a global company with customers of every race, ethnicity, gender, age, religion, ability, background and experience, we believe that we can serve our team members and customers better if cultural diversity is naturally engrained within the fibres of our company.

*Disclaimer: This job description does not constitute a “contract” between the employee and the employer. The job description duties may change at the discretion of the employer and/or the employer may request the employee to perform duties that are not listed on the job description.