Dispatcher / Call Taker / Call Centre Operative

Location: Dubai, UAE
Employment type: Full-time, rotating shifts
Working hours: Day and night shifts on weekdays, weekends and public holidays, according to the operational roster. Shift work is a core part of this role.
Start date: As soon as possible

About ART Ambulance Services

ART Ambulance Services L.L.C. is a DCAS-licensed private ambulance operator based in Dubai and part of the Belgian Ambuce Rescue Team group, which has worked in emergency medical services since 1975. We provide non-emergency patient transport, event medical standby, corporate and industrial site medical cover, and international medical escort services.

Role summary

The dispatcher / call taker is the first point of contact for patients, hospitals, clients and international partners. They dispatch and coordinate ambulance crews, and they also handle client requests across all of ART's services, including our international division. They take ownership of each request from first contact to completion and solve issues independently. They also schedule and coordinate operational staff.

Key responsibilities

• Answer incoming calls, emails and messages professionally in French, Arabic and English.
  
• Take booking details accurately, including patient condition, pickup and destination, timings, and required equipment and crew level.
  
• Assign and dispatch crews and vehicles, and track their status in real time.
  
• Handle client requests for all ART services from start to finish, including international medical escorts and repatriations. This includes gathering requirements, preparing information for quotes, and following up until completion.
  
• Coordinate with hospitals, clinics, insurers, assistance companies, event clients and international partners, including French-speaking clients and partners.
  
• Schedule staff by building and maintaining shift rosters, covering absences and last-minute changes, and making sure every job and standby is properly staffed.
  
• Solve operational problems on the spot, and escalate only when truly needed.
  
• Keep the dispatch system, rosters and trip records complete and up to date.
  
• Give clients and patients' families clear updates on ETA and job status.
  
• Support the operations team with administration as needed.
  

Requirements (mandatory)

• Fluent French, Arabic and English, both spoken and written.
  
• At least 2 years of experience in dispatch, a call centre, customer service, operations coordination or healthcare coordination.
  
• Able to work independently, take ownership of client requests and make sound decisions without constant supervision.
  
• Experience with, or a strong aptitude for, staff scheduling and rostering.
  
• Good computer skills, including email, Office or Google tools, and dispatch or CRM systems.
  
• Calm under pressure and able to multitask in a fast-paced environment.
  
• Excellent communication and organisational skills, with strong attention to detail.
  
• Fully available for rotating day and night shifts on weekdays, weekends and public holidays.
  

Preferred

• Medical background, such as nurse, paramedic or EMT.
  
• Experience with medical assistance companies, international patient transfers or repatriations.
  
• Additional languages.
  
• Experience in ambulance, EMS, hospital or medical assistance dispatch.
  
• Familiarity with Dubai and UAE geography and healthcare facilities.
  
• BLS / first aid certificate.
  
• Experience with Zoho or a similar CRM or rostering tool.
  

What we offer

• Competitive monthly salary
  
• UAE employment visa and Emirates ID, sponsored by the company
  
• Medical insurance
  
• Annual leave as per UAE Labour Law
  
• End-of-service gratuity as per UAE Labour Law
  
• A multilingual, international working environment within a European EMS group
  
• Training and career growth within operations