Dispatcher C7-10

Laatst bijgewerkt: woensdag 12 mei 2021



Receives, registers, classifies, solves or dispatches and guards service requests from
customers, within the agreed Service Level Agreement, in order to solve the service
requests as soon as possible.

Tasks and Responsibilities

  1. Intake
    Receives and registers on time all incoming service requests in the information system,
    according to the standardized procedures and the applicable Service Level Agreements
    (SLA), in order to provide complete and correct information to the customer and for the
    benefit of the further service processes.

    Main activities
  1. Call Handling
    Handles service requests or standard work online by phone and or remote, within the
    agreed reaction times and in dialog with the customer, in order for the reported service
    requests to be solved as soon as possible by phone or remote.

    Main activities
  1. Dispatching
    Timely dispatches and guards the appropriate service requests in order to initiate the
    correct service action by the designated Application Consultant.

    Main activities
  1. Knowledge
    Keeps up with the relevant knowledge in order for the above mentioned result areas to be
    performed accordingly.

    Main activities
  1. Sales
    Proactively signals potential company-business in order to obtain extra income and increase
    customer satisfaction.

    Main activities
  1. Planning & Administration
    Ensures timely and correct planning and administration, within the company standards and
    agreements and in accordance with customer-administrations, to ensure a professional

    Main activities
    •    Ensures timely and correct administration of time sheets;
    •    Ensures delivery within time, within budget and agreed quality;
    •    Monitors progress of own tasks;
    •    Communicates on forehand about possible delays or overrun.

Job Requirements


Experience, knowledge and skills



A.6 Progress tracking
C.1 Problem analyses
C.2 Judgment forming
C.5 Organization sensitivity
C.8 Organizing own work
D.1 Verbal communication
E.1 Adaptability
E.2 Stress resistant