Bilingual Call Center Agent - Towing & Roadside

24hours Group; Sur; On-site; COP 17,856,000 - 29,016,000; Full time

Job summary

24hours Group in Valle del Cauca, Colombia is seeking an Office-based Call Center Agent to handle inbound calls for towing and roadside assistance. You will assess customer needs, gather service details, and coordinate with dispatch to ensure prompt support.

You will communicate clearly about services and pricing, document interactions in the CRM, and strive to meet KPIs while working a full-time PST-aligned schedule on-site.

Qualifications

• Senior High School graduate or equivalent (Bachelor’s degree is a plus).
• Bilingual proficiency in English and Spanish (spoken and written) is required, with the ability to communicate effectively with customers in both languages.
• Prior experience in customer service, call centers, or sales is preferred.
• Strong verbal and written communication skills.
• Comfortable using computers, CRM software, and call center applications.
• Proficient in Google Maps to accurately identify customer locations and assist with efficient dispatch coordination.
• Ability to think quickly, assess customer needs, and provide appropriate solutions in a fast-paced environment.
• Capable of handling multiple calls and tasks efficiently while maintaining accuracy and professionalism.
• Must be available to work full-time on a Pacific Standard Time (PST) schedule.

Responsibilities

• Handle inbound calls from customers requesting towing and roadside assistance.
• Assess customer situation and gather accurate service details.
• Coordinate with dispatch to ensure prompt assistance.
• Provide information on services, pricing, ETA, and procedures.
• Document interactions in the CRM/dispatch system.
• Meet or exceed KPIs such as call quality, conversion, and satisfaction.
• Maintain knowledge of services and policies for efficient support.
• Work on-site in the office; rotating shifts including nights, weekends, and holidays.

Skills

Bilingual English/Spanish

Communication skills

Multitasking

Customer service experience

Education

Senior high school diploma

Bachelor's degree preferred

Tools

CRM software

Google Maps

Call center software

Job description

24hours Group in Valle del Cauca, Colombia is seeking an Office-based Call Center Agent to handle inbound calls for towing and roadside assistance. You will assess customer needs, gather service details, and coordinate with dispatch to ensure prompt support.

You will communicate clearly about services and pricing, document interactions in the CRM, and strive to meet KPIs while working a full-time PST-aligned schedule on-site.