Bilingual Call Center Agent – Roadside Dispatch (On-site)

24 Hours Group; Ciudad de México; Presencial; MXN 156.240 - 234.360; Jornada completa

Descripción de la vacante

24 Hours Group in Mexico City is seeking a Call Center Agent to handle high-volume inbound calls for towing and roadside assistance. You will gather service details, provide accurate information, and coordinate with dispatch to ensure prompt support.

The role requires bilingual fluency, strong communication, and a customer-first approach. The position is office-based in Mexico City, with shifts aligning to Pacific Standard Time, including nights and weekends.

Formación

• Senior High School graduate or equivalent (Bachelor’s degree is a plus)
• Bilingual proficiency in English and Spanish (written and spoken)
• Prior experience in customer service, call centers, or sales is preferred
• Must be available to work full-time on a Pacific Standard Time (PST) schedule
• On-site office-based role in Mexico City when required
• Experience with towing/roadside assistance is advantageous

Responsabilidades

• Handle a high volume of inbound calls from customers requesting towing and roadside assistance services.
• Assess customer issues and identify appropriate towing/roadside assistance solutions.
• Collect accurate service details including location, vehicle information, and destination.
• Provide clear information on services, pricing, ETA, and procedures.
• Convert inquiries into confirmed service requests and coordinate with dispatch.
• Coordinate with dispatchers and service providers for timely job assignment.
• Keep customers informed of status, ETA, and updates or delays.
• Document interactions and dispatch information in the CRM system.
• Meet KPIs for call quality, conversion, handling time, and customer satisfaction.
• Maintain knowledge of services, policies, and call-handling procedures

Conocimientos

Bilingual English/Spanish

Excellent communication

Customer service experience

Educación

Senior High School diploma

Bachelor's degree (a plus)

Herramientas

CRM software

Google Maps

Computer applications

Descripción del empleo

24 Hours Group in Mexico City is seeking a Call Center Agent to handle high-volume inbound calls for towing and roadside assistance. You will gather service details, provide accurate information, and coordinate with dispatch to ensure prompt support.

The role requires bilingual fluency, strong communication, and a customer-first approach. The position is office-based in Mexico City, with shifts aligning to Pacific Standard Time, including nights and weekends.