Dispatch Agent

Role Purpose

The Dispatch Agent is responsible for real-time monitoring, ticket management, SLA compliance, reporting, and customer coordination to ensure efficient connection and restoration of network services. The role ensures that all service tickets are received, assigned, updated, escalated, and closed in accordance with client guidelines and company operational procedures.

To play a critical role in maintaining service availability, achieving 99% SLA compliance targets, and ensuring high levels of customer satisfaction.

Key Responsibilities

a) Ticket Management & Coordination

• Receive and acknowledge all incoming service tickets promptly.
• Check whether escalations are within scope; alert the client immediately if not.
• Assign tickets to the appropriate field technician without delay on FSM platform.
• Notify clients of technician assignment via client platform and official email.
• Ensure all tickets are updated with real-time progress notes.
• Monitor the ticket lifecycle from creation to closure.
• Validate technician feedback before closing tickets.
• Ensure tickets are closed in line with client guidelines and within SLA.

b) SLA Management & Compliance

• Ensure tickets are resolved within specified time frames of 24-hour MTTR for support tickets and 48-hours for connections.
• Monitor compliance with a 99% SLA target for allocated tickets.
• Track ticket aging and proactively follow up to prevent SLA breaches.
• Escalate potential SLA breaches to the Dispatch Supervisor immediately.

c) Reporting & Documentation

• Prepare and submit weekly ticket status reports.
• Submit weekly technician performance reports to the Lead.
• Present progress reports during client meetings.
• Ensure all reports are accurate, precise, and up to date.
• Maintain proper documentation of all network incidents and actions taken.

d) Customer Service & Communication

• Set clear timelines with customers and ensure 100% adherence.
• Keep customers informed of progress and restoration timelines.
• Confirm full-service restoration and satisfaction with clients before ticket closure.
• Clearly communicate service limitations to clients.

e) Escalation Management

• Escalate tickets that cannot be executed due to environmental or access issues with valid justifications.
• Immediately report service delivery challenges to the Dispatch supervisor or Operations Manager.
• Follow escalation matrix procedures before escalation to client level.
• Document all escalation actions within the ticketing system.

Requirements

• Experience with telecommunication firms like Safaricom, Zuku ecosystem is an added advantage
• A Diploma or Bachelor’s degree in Business, project management, logistics, procurement, or any other related fields.
• Strong proficiency in MS Excel and inventory systems.
• Exceptional attention to detail, time management, and ability to work in high-pressure, fast-paced environments
• One must possess excellent communication, organizational, and multitasking skills to handle high-pressure environments in stock verification, and customer service

Compensation:

​A retainer  of Kes 20,000.00 – 25,000.00 will be offered to the best candidates depending with work experience.

How to apply:

If you believe you are suitable and are interested, apply by sending your updated detailed CV online with 3 referees to info@hubken.co.ke indicating the job title on the Email Subject {Dispatch Agent} as soon as possible.