Customer Service Associate/ Dispatcher

Join a rapidly growing leader in Mobile, Accessories, and Solar! Now expanding its horizons to Air Conditioner. We are seeking a high-potential, results-driven Customer Service Associate/ Dispatcher for our Air Conditioner division based in Lahore.

The nerve center of our operations , coordinate field teams, delight customers, and keep service running like clockwork.

Location Lahore, Pakistan (Office-based)

Type Full-time

Experience 2+ Years in Customer Service or Field Dispatching

Education College degree in Business, Marketing, Customer Service, or equivalent

Language Fluent English + Proficient Urdu (required)

Salary: Market Competitive

WHY THIS ROLE MATTERS

Every service call starts and ends with you. You are the first voice customers hear and the central coordinator who makes sure the right technician reaches the right customer at the right time , efficiently, every single day.

WHAT YOU'LL DO

• Receive, process, and assign service orders for AC maintenance, cleaning, and installation.
• Schedule field technicians based on service type, urgency, and geographic location.
• Monitor real-time order progress and resolve any service exceptions or delays quickly.
• Manage technician scheduling to ensure consistent service capacity across all shifts.
• Coordinate tools, equipment, and spare parts allocation for field teams.
• Handle customer queries with empathy and professionalism , first-call resolution is the goal.
• Build and maintain service quality dashboards , track satisfaction scores, response times, and complaint rates.
• Prepare regular performance reports and share improvement recommendations with management.
• Create and improve emergency response protocols for urgent or out-of-hours calls.

WHAT WE'RE LOOKING FOR

• 2+ years in customer service, call center, or field operations dispatching.
• Experience in home appliance or AC service is a strong advantage.
• Familiar with CRM platforms and dispatching/scheduling tools.
• Excellent communication and conflict-resolution skills in both English and Urdu.
• Good knowledge of Pakistani cities and geography for efficient routing.
• Able to stay calm and make smart decisions under pressure.
• Comfortable analyzing data and translating it into actionable service improvements.

Work Location: In person