Job Description

ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We partner with international U.S. clients and integrate our staff members directly within our clients’ operations. We focus on long-term placements where you become an integral part of the client’s team.

We are looking for experienced, professional and dependable Bilingual Call Centre Agents who are fluent in Spanish and English to join our remote customer operations team supporting U.S.-based clients, with a strong focus on the healthcare and homecare sectors .

You will be responsible for handling inbound customer calls, taking accurate messages, assisting with basic enquiries and following client-specific processes, escalation procedures, and on-call instructions.

This is a fully remote role requiring excellent bilingual communication skills, reliability, attention to detail and the ability to work independently.

Key Responsibilities:

• Answer inbound customer calls professionally and courteously in Spanish and English .
• Listen carefully and establish the reason for each call.
• Assist with basic customer or patient enquiries using approved processes and information.
• Accurately capture caller details, messages and interaction notes.
• Follow client-specific scripts, workflows and escalation procedures.
• Escalate urgent or complex matters to the appropriate on-call person or department.
• Handle frustrated or emotional callers calmly and professionally.
• Complete outbound calls or callbacks where required.
• Navigate multiple systems while communicating with customers.
• Maintain accurate records and protect confidential customer and patient information.
• Meet campaign requirements relating to attendance, quality, productivity and customer service.

Requirements:

• Fluency in both Spanish and English, spoken and written, is mandatory.
• Grade 12 / Matric or equivalent.
• Previous call centre, contact centre or customer-service experience .
• Previous experience assisting customers telephonically.
• Excellent spoken and written communication skills.
• Clear, professional telephone communication.
• Strong listening, questioning and customer-service skills.
• Good computer literacy and the ability to work across multiple systems.
• Strong attention to detail and accurate data-capturing skills.
• Ability to remain calm and professional when dealing with difficult or urgent calls.
• Reliable attendance and strong schedule adherence.
• Ability to work independently in a fully remote environment.
• Full flexibility to work 24/7 rotational shifts , including days, evenings, nights, weekends and public holidays.

Working Hours: This is a 24/7 rotational shift environment .

Candidates must be comfortable working:

• Rotational shifts from Monday to Sunday
• Day, evening and night shifts
• Weekends
• South African and/or U.S. public holidays when scheduled

Exact shift times will depend on the campaign and may change in line with U.S. daylight savings time.

• You will be required to work on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps upload and 25 Mbps download and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered.
• Work Environment: This is a fully remote working role.

Advantageous Experience:

Experience in any of the following will be beneficial:

• Healthcare, medical or home-care environments
• Patient support or medical reception
• U.S. or international call-centre campaigns
• Inbound customer service
• After-hours or on-call support
• Insurance verifications and authorizations
• Remote contact-centre operations
• Five9 or similar cloud contact-centre platforms
• CRM systems such as Salesforce, Zendesk or similar

What We Are Looking For:

We are looking for people who are:

• Reliable and punctual
• Professional and customer-focused
• Fluent and confident in both Spanish and English
• Calm under pressure
• Accurate and detail-oriented
• Comfortable following established procedures
• Able to use judgement when deciding when to resolve or escalate an issue
• Adaptable and quick to learn new systems and client processes
• Coachable and accountable

Successful candidates will receive structured onboarding, campaign training, systems training and ongoing quality feedback and coaching.

Please only apply if you are genuinely fluent in Spanish and English and are comfortable working rotational U.S. shifts, including evening/night shifts, weekends and public holidays.

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