Bilingual Call Center Agent: Towing & Roadside Support

24 Hours Group; Medellín; Presencial; COP 13.392.000 - 22.320.000; Jornada completa

Descripción de la vacante

24 Hours Group in Medellín, Colombia, is seeking an Office-based Call Center Agent to handle inbound calls for towing and roadside assistance, gather details, and coordinate with dispatch to ensure prompt service.

The role requires bilingual English/Spanish communication, empathy, and the ability to stay calm in a fast-paced emergency environment. Full-time, on-site shifts follow Pacific Standard Time alignment, including nights, weekends, and holidays.

Formación

• High school diploma or equivalent; bachelor’s degree preferred.
• Fluent in English and Spanish, spoken and written.
• Prior call center or customer service experience preferred.
• Proficient with computers and CRM software; ability to navigate maps for dispatch.
• Available for full-time shifts across PST schedule.

Responsabilidades

• Handle a high volume of inbound calls for towing and roadside assistance.
• Listen, assess issues, and identify appropriate solutions.
• Gather service details and coordinate with dispatch to assign jobs.
• Provide customers with service information, pricing, and ETA.
• Document interactions in the CRM or dispatch system.
• Meet KPIs including call quality and customer satisfaction.
• Work 24/7 rotating shifts, including nights, weekends, and holidays.

Conocimientos

Bilingual English/Spanish

Customer service experience

Call center experience

CRM software

Google Maps proficiency

Strong communication

Educación

Senior high school diploma

Bachelor's degree considered a plus

Herramientas

CRM software

Office suite

Descripción del empleo

24 Hours Group in Medellín, Colombia, is seeking an Office-based Call Center Agent to handle inbound calls for towing and roadside assistance, gather details, and coordinate with dispatch to ensure prompt service.

The role requires bilingual English/Spanish communication, empathy, and the ability to stay calm in a fast-paced emergency environment. Full-time, on-site shifts follow Pacific Standard Time alignment, including nights, weekends, and holidays.