Office-based Call Center Agent – Bilingual (English/Spanish)

About the role

We are looking for an office‑based Call Center Agent to handle inbound requests for towing and roadside assistance in Limon, Costa Rica. The role involves assessing customer situations, gathering service details, and coordinating with dispatch to ensure timely help. Bilingual fluency in English and Spanish is essential.

Key responsibilities

• Answer a high volume of inbound calls from customers needing towing or roadside assistance.
• Listen actively, identify vehicle issues, and determine the appropriate service solution.
• Collect accurate information such as location, vehicle details, issue type, and destination.
• Provide clear information on services, pricing, estimated arrival times, and procedures.
• Convert inquiries into confirmed service requests and document them in the CRM or dispatch system.
• Coordinate with dispatchers and service providers to assign jobs and keep customers updated on status.
• Handle customer concerns professionally and escalate complex issues when needed.
• Meet performance targets for call quality, conversion rate, handling time, and satisfaction.

Required profile

• Senior high school diploma or equivalent; bachelor’s degree is a plus.
• Bilingual proficiency in spoken and written English and Spanish.
• Prior experience in customer service, call centers, or sales preferred.
• Strong verbal and written communication skills.
• Availability to work full‑time on a Pacific Standard Time schedule, including shift work.
• Willingness to work onsite in the office.

Required skills

• Comfortable using computers and call‑center applications.
• Experience with CRM software for logging interactions.
• Proficiency in Google Maps for locating customers and supporting dispatch.