Office-based_Call Center Agent (Bogota, Colombia)

24 Hours Group; Bogotá; On-site; COP 24,000,000 - 36,000,000; Full time

Job summary

24 Hours Group in Bogotá is seeking a Call Center Agent to handle inbound towing and roadside assistance requests. You will assess customer needs, gather service details, and coordinate with dispatch to ensure prompt help.

The role requires bilingual English/Spanish, strong communication, and comfort with CRM systems. You will work full-time on a PST schedule, including nights, weekends, and holidays, on-site at the office.

Qualifications

• Must be bilingual English/Spanish (spoken and written).
• Experience in customer service or call centers preferred.
• Strong verbal and written communication skills.
• Able to use computers, CRM software, and call center applications.
• Willing to work full-time on a PST schedule including nights, weekends, and holidays.

Responsibilities

• Handle a high volume of inbound calls for towing and roadside services.
• Assess vehicle issues and identify appropriate solutions.
• Collect accurate service details and coordinate with dispatch.
• Provide information on services, pricing, and arrival times.
• Document interactions in CRM and dispatch systems.
• Maintain service quality, meet KPIs, and escalate issues when needed.
• Stay updated on company policies and procedures.

Skills

Bilingual English/Spanish

Strong communication

CRM software experience

Call center applications

Google Maps proficiency

Education

High School Diploma

Bachelor's degree (a plus)

Tools

CRM software

Call center software

Google Maps

Job description

Office-based_Call Center Agent (Bogota, Colombia)

Job Description

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.

• 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 customer 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 escalate 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.
• 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, including nights, weekends, and holidays as part of the 24/7 rotating shift structure.
• Experience in towing services, roadside assistance, dispatch, or related industries is an advantage.
• Willing and able to work on-site in the office.