Customer Support Associate

Job Overview

We seek a committed individual to join our Dispatch & Workforce Operations team responsible for handling job dispatch management, worker assignments, system oversight, and timely communication of updates and escalations. This position demands excellent coordination, communication, and time management skills.

Main Duties

• Regularly monitor dispatch queues every 5 minutes throughout your shift for timely job handling.
• Verify availability of full-time employees prior to assigning jobs to WorkMarket or external vendors.
• Create WorkMarket service requests when full-time staff are unavailable.
• Promptly invite workers and follow set escalation procedures if issues arise.
• Allocate the most suitably qualified and cost-effective worker for each assignment.
• Ensure only registered, trained, and authorized personnel are dispatched for work.
• Update worker assignment statuses accurately on the portal and share relevant details with customers as necessary.

Governance and Issue Escalation

• Promptly escalate vendor delays, emergency events, or workforce health concerns within specified timelines.
• Maintain ongoing communication with team leaders and relevant stakeholders.
• Track and escalate any worker-related problems following the escalation framework.

Monitoring and Reporting

• Continuously monitor workplace chat, Teams communication channels, and email during your shift.
• Ensure all negative transaction entries include valid justification codes.
• Maintain thorough documentation of all activities and system updates.

Worker Availability and Data Management

• Regularly verify and update worker availability statuses in the system.
• Conduct monthly worker availability audits.
• Create new Job Orders if none are available.
• Guarantee data accuracy and timely portal updates.

Candidate Profile and Skills

• Basic proficiency with computers and Microsoft Excel.
• Strong communication and teamwork skills.
• Efficient multitasking and excellent time management capabilities.
• Proactive with keen attention to detail.
• Flexibility to work shifts including weekends when required.