Cloudstaff - Service Coordinator (Dispatcher) | Work from Office

Location 2/F New Street Building Mac Arthur Highway Balibago Angeles City Philippines 2009

Job Pitch

We’re Hiring: Service Coordinator (Dispatcher)!

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

We are currently on the lookout for a QA Engineer to join our team at Cloudstaff, the #1 workplace everywhere!

Role: Service Coordinator (Dispatcher)
Work Arrangement: Work Onsite (any Cloudstaff office near you - Angeles/Cebu/Mabalacat/Makati/Ortigas)
Schedule: Night shift

Cloudstaff: Build Your Career, Anywhere
Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?
Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition.
Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement.
Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

Job Description

We are seeking a detail-oriented and proactive Service Coordinator/Dispatcher to join our team. This individual will serve as the critical link between our customers, end-users, and service vendors, ensuring timely and efficient resolution of service requests and incidents. The ideal candidate will excel in communication, prioritization, and coordination to maintain high customer satisfaction and smooth internal operations.

What you'll be doing:

Service Request Management

Monitor and triage incoming service tickets, ensuring they are appropriately categorized and assigned to the correct engineers or vendors.
Track ticket progress and ensure timely follow-up to meet SLAs.
Escalate high-priority or unresolved issues to the appropriate teams or leadership.

Coordination and Scheduling

Schedule and coordinate service calls or meetings between end-users and engineers/vendors.
Act as the primary point of contact for communication between customers and service teams.
Manage calendars for service requests, maintenance windows, and vendor-related activities.

Documentation and Reporting

Maintain accurate and up-to-date records of service activities, resolutions, and escalations.
Prepare weekly or monthly reports on ticket metrics, SLA compliance, and customer satisfaction.
Update and maintain customer profiles, infrastructure details, and escalation procedures in the system.

Customer and Vendor Communication

Respond promptly to customer inquiries about the status of service requests or incidents.
Work with vendors to ensure smooth service delivery and resolve issues collaboratively.
Provide customers with regular updates on ticket progress and resolution timelines.

Process Improvement

Identify trends or recurring issues from service tickets and recommend improvements to reduce ticket volume.
Collaborate with the service team to optimize workflows and enhance the customer experience.

Qualification and requirements:

Excellent verbal and written communication skills.
Strong organizational and multitasking abilities.
Familiarity with ticketing, documentation & reporting systems (e.g., ConnectWise, IT Glue and Brightgauge) and basic IT terminologies.
Problem-solving mindset with attention to detail.
Proficiency in Microsoft Office Suite or similar tools.
Experience in an MSP environment or IT services is a plus.

Skills Required

Creative Thinker
Problem Solving Skills
Analytical Skills
Calm Under Pressure
Open to Flexible Schedules
Attention to Detail
Empathetic to Customers
Positive Attitude
Strong Communication Skills

Qualification Required

High School Graduate

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What this jobs offers

About Cloudstaff Read more about Us

Cloudstaff is the fusion of great people, innovative technology, and a culture that engages our staff and promotes personal and professional growth.

Cloudstaff was established in 2005 by Australian Internet pioneer Mr. Lloyd Ernst. The company initially focused on software development for Western markets.

In 2010, Cloudstaff identified the Philippines as an emerging market for outsourcing services and expanded operations to the region, commencing with a small team of only seven staff. As a result of the successful expansion, the company was able to extend its service offerings and workforce.

Because of the wealth of local talent and strong, experienced management, the company has continued to enjoy remarkable growth in all areas of its business year on year.

Currently, Cloudstaff employs over 5,000 staff members and contractors across 17 world-class offices and locations. Furthermore, the company is experiencing an average monthly growth rate of 7.5%. Additionally, Cloudstaff operates sites in India, Colombia, and the Philippines.