Dispatcher

Job description

JOB SUMMARY The Dispatcher will coordinate the operations with drivers and stakeholders about the delivery of goods and movement of people and optimizes the utilization of the fleet using the transport management system. The Dispatcher will provide a high level of customer service by assisting both internal and external customers, supporting their requirements and provide administrative support, service customers, provide system updates and oversee asset management 1. Greet all customers using prescribed, appropriate dialogue as they arrive at the desk, on telephone or via email. 2. Provide information in a professional and courteous manner regarding available transportation, car rentals & other services. Thank customers using the prescribed dialogue. 3. Communicating with customers about trip details, inclusive of pickup times, date, number of passengers, luggage, and any special requests. 4. Timely response to all bookings received while on shift ensuring that the customer is replied to with a quote or trip confirmation for the execution of requested service. 5. Enter all trips into the Company provided dispatch software, ensuring that all relevant information is documented. 6. Plan pre-determined routes based on journey management best practices and accommodate route changes 7. Manage the assignment of trips and dispatch of vehicles to meet the needs of our clients. 8. Manage customer service experience and ensure vehicles meet required standards. 9. Create and close Rental Agreements in Rental software 10. Advise and review rental charges; and provide an accurate receipt to the customer 11. Remind customer to check for personal belongings. Identify any items found in the vehicle with a unit number, date, time and file it as lost and found. 12. Inquire about customer service experience. 13. Complete a service alert for any mechanical and or body damage communicated by the driver. 14. Do asset verification on daily basis. 15. Understand all rental terms and conditions and procedures including rental/return documents, fuel services, days/extra hours/surcharges and optional coverages. 16. Understand the damage loss report reporting procedure. 17. Provide customer information about Leasing of vehicles and other ANSA Rental Services where necessary 18. Monitor trips on shift for effective completion to ensure that 100% of trips are completed on time, highlighting, or bringing to the attention of management any concerns that may arise 19. Ensure all trips are settled at the end of your shift. (Reconciliations and cancelled trips are sent daily to Management) 20. Generating bills and invoices and forwards these to customers for payment 21. Ensure that accurate records are maintained of dispatched calls, driver routes, route changes, as well as delivery and pickup times 22. Keeping track of transportation regulations and laws to ensure that drivers comply 23. Ensure the safe storage, dispatch and collection of vehicle keys in line with company policy. 24. Monitoring vehicle repairs and maintenance schedules and ensures GTS fleet upkeep 25. Logging customer delivery schedules and complaints 26. Understand and efficiently uses company software and follow procedures 27. Monitors system and ensures drivers update their apps (Driver app and IVMS) 28. Any other duties as assigned by Management REQUIREMENTS 1. Computer Literate with Proficiency in the Microsoft Suit (Office 365, Excel Word) 2. Complete confidentiality to be observed in all matters relating to the Department 3. High degree of professionalism 4. Must be flexible and adaptive to change 5. Ability to remain calm in stressful situations 6. Time management and prioritization skills 7. Accuracy in recording and presenting data/information 8. Critical Thinking skills 9. Initiative in the performance of daily job-related tasks 10. Excellent customer relations and interpersonal skills