Bilingual Call Center Agent - Towing and Roadside Dispatch

24 Hours Group; Veracruz; On-site; MXN 100,440 - 145,080; Full time

Job summary

24 Hours Group seeks an Office-based Call Center Agent in Veracruz, Mexico to handle inbound towing and roadside assistance calls. You will assess customer needs, gather details, and coordinate with dispatch to provide prompt service.

Strong communication, empathy, and calmness under pressure are essential. Responsibilities include documenting interactions in the CRM, informing customers about options and ETA, and maintaining high call quality and customer satisfaction in a 24/7 environment with

Qualifications

• Senior High School graduate or equivalent; Bachelor's degree is a plus.
• Bilingual proficiency in English and Spanish required, both spoken and written.
• Prior experience in customer service, call centers, or sales is preferred.
• Strong verbal and written communication skills; comfortable using computers and call center tools.

Responsibilities

• Handle inbound calls from customers requesting towing and roadside assistance.
• Gather accurate service details and coordinate with dispatch for timely assistance.
• Provide information on services, pricing, ETA, and procedures.
• Convert inquiries into confirmed service requests and keep customers updated.
• Document interactions in CRM/dispatch system and meet KPIs.

Skills

Bilingual English/Spanish

Excellent communication

Empathy

Calm under pressure

Active listening

Multitasking

Education

Senior High School or equivalent

Bachelor’s degree (a plus)

Tools

CRM software

Dispatch system

Google Maps

Job description

24 Hours Group seeks an Office-based Call Center Agent in Veracruz, Mexico to handle inbound towing and roadside assistance calls. You will assess customer needs, gather details, and coordinate with dispatch to provide prompt service.

Strong communication, empathy, and calmness under pressure are essential. Responsibilities include documenting interactions in the CRM, informing customers about options and ETA, and maintaining high call quality and customer satisfaction in a 24/7 environment with