Bilingual Roadside Support Agent (PST)

24 Hours Group; Ecatepec de Morelos; On-site; MXN 267,840 - 357,120; Full time

Job summary

24 Hours Group seeks an Office-based Call Center Agent in Mexico to handle inbound towing and roadside requests from Ecatepec de Morelos. You will gather details, provide timelines, and coordinate with dispatch to ensure prompt service.

This role demands calm, empathy, and clear communication in a fast-paced environment. Applicants should be bilingual in English and Spanish, with customer service experience and proficiency in CRM tools.

Qualifications

• Bilingual proficiency in English and Spanish (spoken and written).
• 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.
• 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.
• Willing and able to work on-site in the office.

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 location, vehicle details, issue type, and destination.
• Provide clear information regarding services, pricing, ETA, and procedures.
• Convert inquiries into confirmed service requests and address questions or concerns.
• Coordinate with dispatchers and service providers for timely dispatch and completion.
• Keep customers informed of service status and delays.
• Elevate complex issues when necessary and document interactions in the CRM.

Skills

Bilingual English/Spanish

Strong communication

Customer service experience

Google Maps proficiency

CRM software experience

Education

Senior High School or equivalent

Bachelor’s degree is a plus

Tools

CRM software

Call center applications

Job description

24 Hours Group seeks an Office-based Call Center Agent in Mexico to handle inbound towing and roadside requests from Ecatepec de Morelos. You will gather details, provide timelines, and coordinate with dispatch to ensure prompt service.

This role demands calm, empathy, and clear communication in a fast-paced environment. Applicants should be bilingual in English and Spanish, with customer service experience and proficiency in CRM tools.