Office-based Call Center Agent – San Jose, Costa Rica

About the role

We are looking for an office‑based Call Center Agent to handle inbound calls from customers needing towing and roadside assistance in San Jose, Costa Rica. You will assess each situation, gather accurate service details, and coordinate with dispatch to ensure a fast and reliable response.

Key responsibilities

• Answer a high volume of inbound calls, actively listen, and determine the appropriate towing or roadside assistance solution.
• Collect precise service information, including location, vehicle details, issue type, destination, and any special requirements.
• Provide clear information on services, pricing, estimated arrival times, and procedures.
• Convert inquiries into confirmed service requests and keep customers informed of status and any delays.
• Coordinate with dispatchers and service providers to assign jobs promptly and accurately.
• Document interactions, service requests, and dispatch details in the company’s CRM or dispatch system.
• Meet or exceed KPIs such as call quality, conversion rate, handling time, and customer satisfaction.

Required profile

• Senior high school graduate or equivalent; bachelor’s degree is a plus.
• Bilingual proficiency in English and Spanish (spoken and written).
• 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 (PST) schedule, on‑site in the office.
• Ability to think quickly, handle multiple calls, and maintain professionalism in a fast‑paced environment.

Required skills

• Proficiency with Google Maps for location identification.
• Experience using CRM software.
• Familiarity with call‑center applications and general computer use.