Emergency Call Center Agent - Customer Support

About the role

A specialized automotive emergency call center in Heredia, Costa Rica is looking for a full-time, 100% on-site agent who handles inbound emergency calls from luxury vehicle owners. The work is purely phone-based and focuses on giving real-time assistance and coordinating responses during urgent or critical situations. Full professional English proficiency (C1) is required.

Key responsibilities

• Handle inbound emergency calls from luxury vehicle owners and respond to vehicle emergencies, theft incidents and other critical situations.
• Coordinate with law enforcement agencies, 911 operators and emergency response services when necessary.
• Monitor live information feeds to identify emergencies and start the right response protocols.
• Follow security procedures, emergency guidelines and escalation processes.
• Communicate clearly and empathetically with stressed customers and collaborate with internal teams to resolve incidents.
• Maintain accurate records of calls, incidents and actions taken.

Required profile

• High school diploma (Bachillerato en Educación Media) is mandatory.
• 2-3 years of experience in a call center, contact center or phone-based customer service environment.
• Proven ability to handle inbound calls in fast-paced settings, with strong communication, listening, problem-solving and customer service skills.
• Ability to multitask accurately and stay calm when helping distressed customers.
• Full availability to work 100% on-site in Heredia.

Required skills

• Full professional English (C1), including speaking, listening and writing.
• Proficiency in Microsoft Office, web-based applications and digital communication tools.
• Experience with complex or urgent customer requests and comfort with established protocols.