Office-based_Call Center Agent (Atlantico, Colombia)

24hours Group; Perímetro Urbano Barranquilla; Sur place; COP 16 740 000 - 23 436 000; Plein temps

Résumé du poste

24hours Group in Barranquilla, Colombia, is seeking an Office-based Call Center Agent to handle inbound towing and roadside assistance inquiries. The role emphasizes clear communication, empathy, and accurate data capture in a fast-paced emergency environment.

You will gather service details, provide information, coordinate with dispatch, and document interactions in the CRM, with a rotating schedule to cover 24/7 operations. Fluency in English and Spanish is required.

Qualifications

• Senior High School graduate or equivalent (Bachelor’s degree is a plus).
• Bilingual English and Spanish (spoken and written) required.
• Prior experience in customer service, call centers, or sales 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.
• Willing and able to work on-site in the office and on PST-based shifts.

Responsabilités

• Handle a high volume of inbound calls for towing and roadside services.
• Listen to customers, assess issues, and identify solutions.
• Collect accurate service information and dispatch details.
• Provide pricing, ETA, and service procedures.
• Coordinate with dispatchers and providers for timely assignments.
• Keep customers updated on status and delays.
• Document interactions in CRM or dispatch system.
• Meet KPIs related to call quality and satisfaction.

Connaissances

Bilingual English/Spanish

Customer service experience

CRM software

Google Maps proficiency

Multitasking

Formation

High school diploma or equivalent

Bachelor’s degree (preferred)

Outils

CRM software

Google Maps

Description du poste

Office-based_Call Center Agent (Atlantico, Colombia)

Barranquilla, 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 elevate 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.