Call Center Agent - Towing and Roadside Assistance (Santa Fe)

About the role

24 Hours Group is hiring an office-based Call Center Agent in Santa Fe, Argentina, to handle a high volume of inbound calls from customers requesting towing and roadside assistance services. The call center operates 24/7, and agents work in rotating shifts including nights, weekends and holidays, on a Pacific Standard Time (PST) schedule.

Key responsibilities

• Listen to customers, assess their vehicle issues and identify the appropriate towing or roadside assistance solution.
• Collect accurate service information: customer location, vehicle details, issue type, destination and special requirements.
• Explain available services, pricing, estimated arrival times and procedures clearly.
• Convert inquiries into confirmed service requests and coordinate with dispatchers and service providers.
• Keep customers informed of status, arrival times and any delays, and escalate complex issues when needed.
• Document interactions and requests in the CRM or dispatch system and meet KPIs such as call quality, conversion rate, average handling time and customer satisfaction.

Required profile

• Senior High School graduate or equivalent; a Bachelor's degree is a plus.
• Bilingual English and Spanish (spoken and written).
• Prefers prior customer service, call center or sales experience.
• Available to work full-time on a PST schedule, including rotating shifts, nights, weekends and holidays.
• Able to work on-site in the office.

Required skills

• Strong verbal and written communication.
• Comfortable with computers, CRM software and call center applications.
• Proficient in Google Maps to locate customers and help dispatch coordination.
• Ability to handle multiple calls and tasks accurately in a fast-paced environment.