Customer Service Executive (Dispatch) - #1104959

The Customer Service Executive (Dispatch) acts as the primary point of contact between clients and the ambulance operations team. This role involves handling both planned and urgent ambulance bookings, coordinating timely dispatch of ambulances based on case priority, and ensuring smooth communication with both clients and ambulance crews. The Executive also supports administrative and digitalisation efforts to enhance service quality and operational efficiency. He/She will be reporting to Senior Manager, Operations.

• Receive and manage incoming calls from clients for both scheduled and immediate ambulance cases

• Provide clients with accurate information on ambulance availability, pricing, and estimated time of arrival (ETA)

• Assign and dispatch ambulances based on case type, location, and patient acuity, ensuring optimal fleet utilization

• Liaise with clients to update them on the status of their bookings, including delays or changes

• Communicate with ambulance crews to coordinate case progress and ensure timely case completion

• Advise clients on other services offered by the company, such as event medical coverage or medical standby if requested, referring to the appropriate department

• Schedule and manage recurring bookings such as dialysis and other regular non-emergency transport cases

• Perform data entry tasks related to case

Requirements:

• Minimum GCE ‘N’ Level or equivalent

• Minimum 2 years of experience in customer service, dispatch operations, or healthcare setting

• Strong communication and interpersonal skills with a customer-centric mindset

• Ability to multitask, prioritise, and stay calm in fast-paced or high-pressure environments

• Fast-thinking and solutions-oriented, able to respond quickly and effectively to operational challenges and customer issues

• Familiarity with using computers, booking software, and data entry systems

• Willingness to work on rotating shifts including nights, weekends, and public holidays