Office-based_Call Center Agent (Antioquia, Colombia)

24 Hours Group; Medellín; On-site; COP 13,392,000 - 22,320,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Bilingual English/Spanish

Customer service experience

Call center experience

CRM software

Google Maps proficiency

Strong communication

Education

Senior high school diploma

Bachelor's degree considered a plus

Tools

CRM software

Office suite

Job description

Office-based Call Center Agent (Antioquia, Colombia)

Medellin, Colombia | Posted on 07/07/2026

As a Call Center Agent, you will be responsible for handling inbound calls from customers requesting towing and roadside assistance services. Your primary role is to assess each customer's situation, gather accurate service details, provide timely information, and coordinate with dispatch to ensure prompt assistance. This role requires excellent communication skills, sound judgment, empathy, and the ability to remain calm in a fast‑paced, emergency‑response environment.

Responsibilities

• Handle a high volume of inbound calls from customers requesting towing and roadside assistance services.
• Actively listen to customers, assess their vehicle issues, and identify the appropriate towing or roadside assistance solution.
• Collect accurate service information, including the customer's location, vehicle details, issue type, destination (if towing is required), and any special service requirements.
• Provide clear and accurate information regarding available services, pricing, estimated arrival times, and service procedures.
• Convert customer inquiries into confirmed service requests by effectively communicating service options and addressing customer questions or concerns.
• Coordinate with dispatchers and service providers to ensure timely and accurate job assignment and completion.
• Keep customers informed of service status, estimated arrival times, and any updates or delays.
• Handle customer concerns professionally and escalates complex issues when necessary.
• Accurately document customer interactions, service requests, and dispatch information in the company's CRM or dispatch system.
• Meet or exceed key performance indicators (KPIs), including call quality, service request conversion, average handling time, and customer satisfaction.
• Maintain knowledge of towing and roadside assistance services, company policies, and call‑handling procedures to provide accurate and efficient support.

Requirements

• 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.
• Experience in towing services, roadside assistance, dispatch, or related industries is an advantage.
• Willing and able to work on‑site in the office.
• Agents must be available to work shifts aligned with Pacific Standard Time (PST).
• The call center operates 24/7, and agents will work in rotating shifts, including nights, weekends, and holidays.