On-Site Emergency Roadside Support Specialist

24hours Group; Medellín; Hybrid; COP 20,088,000 - 27,900,000; Full time

Job summary

24hours Group in Medellín, Colombia is seeking a Call Center Agent to handle inbound towing and roadside assistance requests. You will assess customer situations, gather service details, and coordinate with dispatch to ensure prompt assistance.

This role requires calm, empathy, and strong communication in a fast-paced environment. Responsibilities include clarifying information, updating customers on status, and ensuring accurate documentation in the CRM.

Qualifications

• Senior High School graduate or equivalent (Bachelor’s degree is a plus).
• Bilingual proficiency in English and Spanish (spoken and written).
• Prior experience in customer service, call centers, or sales is preferred.

Responsibilities

• Handle a high volume of inbound calls for towing and roadside requests.
• Assess customer issues and coordinate with dispatch for prompt service.
• Collect accurate service details including location, vehicle info, issue type, and destination.
• Provide clear information on services, pricing, estimates, and procedures.
• Convert inquiries into confirmed service requests and address questions/concerns.
• Document interactions and dispatch details in CRM/system.
• Meet or exceed KPIs like call quality and customer satisfaction.

Skills

Communication

Empathy

Bilingual (English/Spanish)

Multitasking

CRM software

Google Maps

Verbal communication

Written communication

Education

High school diploma

Bachelor’s degree (a plus)

Tools

CRM software

Google Maps

Job description

24hours Group in Medellín, Colombia is seeking a Call Center Agent to handle inbound towing and roadside assistance requests. You will assess customer situations, gather service details, and coordinate with dispatch to ensure prompt assistance.

This role requires calm, empathy, and strong communication in a fast-paced environment. Responsibilities include clarifying information, updating customers on status, and ensuring accurate documentation in the CRM.