As an Emergency Dispatch Call Taker, you are the first voice our customers hear in an emergency. You will be calm in difficult situations, the voice of reassurance, and the critical first step in delivering lifesaving assistance.
You will coordinate, communicate, and control the flow of information and action between people in distress, responders, and hospitals, ensuring timely and effective outcomes.
This role requires quick thinking, empathy, and strong communication skills. A medical background is an advantage but not required. What matters most is your ability to handle high-pressure situations, comprehend various types of phone communications and diverse information sets, understand what is known or not known about a situation, and make fast, accurate decisions to help guide callers with professionalism and care.
Experience level: entry level university graduates to 2+ years of customer service or call centre experience.
What you’ll do
- Be the first point of contact for emergency callers; assess, prioritize, and act swiftly.
- Listen to caller queries to understand what is being requested and to assess the situation of the case.
- Communicate with clarity, empathy, and confidence during critical moments.
- Use Rescue’s technology platform to track cases, optimize response, and document interactions.
- Provide pre-arrival guidance or reassurance to callers while maintaining composure.
- Follow all standard operating procedures, protocols, and quality assurance guidelines.
- Report shift issues, trends, or escalations promptly to the Shift Lead or Dispatch Leadership.
- Learn from performance feedback and data insights to improve effectiveness.
- Uphold Rescue.co’s commitment to excellence, empathy, and timely response.
What we’re looking for
Must have
- Articulate and confident phone presence.
- Computer and systems literacy with ability to type at least 40 words per minute accurately (blind typing skills are a requirement).
- Ability to follow protocols, with strong problem-solving and listening skills to be able to assess and identify the right protocols.
- Ability to remain calm and composed under pressure.
- Ability to listen and understand complex or unfamiliar pieces of information over the phone.
- Highly empathetic and caring, willing to go above and beyond when life, security, and safety are on the line.
- Willingness to raise issues immediately and ask for help. Ability to take feedback and willingness to learn.
- Fluent in English and Swahili (written and spoken).
Nice to have
- Experience in a dispatch, call centre, or customer service environment.
- Medical background.