Office-based_Call Center Agent (Mexico, Mexico)

24hours Group; Ecatepec de Morelos; Híbrido; MXN 100.000 - 140.000; Jornada completa

Descripción de la vacante

24hours Group is seeking an Office-based Call Center Agent in Mexico to handle inbound towing and roadside assistance calls from Ecatepec de Morelos. You will gather details, inform customers of options, and coordinate with dispatch to ensure prompt service.

The role requires bilingual English/Spanish communication, prior call center experience, and the ability to work in a fast-paced environment on a full-time, on-site basis.

Formación

• Bilingual in English and Spanish required (spoken and written).
• Prior customer service or call center experience preferred.
• Strong verbal and written communication skills are essential.

Responsabilidades

• Handle inbound calls for towing and roadside assistance.
• Gather accurate service details and document requests in CRM.
• Coordinate with dispatch for timely service assignment.
• Provide accurate information on services, pricing, and ETA.
• Maintain customer communication throughout service process.
• Escalate complex issues when needed and document interactions.

Conocimientos

Bilingual English/Spanish

Communication skills

Empathy

Calm under pressure

Time management

Educación

Senior high school diploma

Bachelor’s degree a plus

Herramientas

CRM software

Google Maps

Descripción del empleo

Office-based_Call Center Agent (Mexico, Mexico)

Ecatepec de Morelos, Mexico | Posted on 07/14/2026

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 the customer's 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, with the ability to communicate effectively with customers in both languages.

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.

Experience in towing services, roadside assistance, dispatch, or related industries is an advantage.

Willing and able to work on-site in the office.

Agents must be available to work shifts aligned with Pacific Standard Time (PST).

The call center operates 24/7, and agents will work in rotating shifts, including nights, weekends, and holidays.