Customer Experience Officer – Dispatch Center

CUSTOMER EXPERIENCE OFFICER II (DISPATCH CENTRE) | SHA/234/2025

Job Term: Contract

Position Level: SHA 8

Number of positions: 15

Qualifications, Skills and Experience Required:

1. Bachelor’s degree in communication, Public Communication, Public Relations, Mass Communication, Marketing, Emergency Medical Care, Public Health, or related field.
2. Strong communication skills, work under pressure; proficiency in call-handling and CRM systems; problem-solving ability; empathy and resilience in emergency settings.

Age Limits: Not above 35 years

Terms of Service

1. You will be engaged on a fixed term contract of Six (6) months.
2. At the end of your contract term, you shall be entitled to a gratuity payment calculated at the rate of 31% of your basic monthly salary for the total number of months worked

Responsibilities:

You will serve as the first point of contact for emergency medical service requests by receiving and logging calls, guiding clients, and ensuring prompt escalation to medical dispatch teams. The role ensures timely, accurate, and compassionate handling of emergency requests in line with established EMS protocols, SHA service standards, and the Social Health Insurance Act, 2023.

You will report to: Customer Experience Officer I – Emergency Medical Dispatch

Duties and responsibilities at this level will entail the following:

• Receive, log, and route emergency calls, inquiries, and complaints to the relevant dispatch or quality assurance officers.
• Capture accurate case details (location, condition, contact information) in the Dispatch Centre’s Computer-Aided Dispatch (CAD)/CRM system.
• Provide callers with initial guidance and reassurance while awaiting dispatch of ambulance or medical response.
• Escalate unresolved or complex queries to Senior Dispatch/Quality Assurance Officers for clinical oversight.
• Document all client interactions to support data-driven analysis and improve emergency response efficiency.
• Support public sensitization and awareness on EMS access protocols and SHA’s emergency care benefits.
• Generate routine reports on call handling volumes, trends, and emerging issues.
• Promote a professional, empathetic, and patient-centered image of SHA’s EMS operations.