Job Description
ISTA Personnel Solutions SA is a dynamic and fast-growing BPO company based in South Africa, specializing in providing top-tier operational support to U.S.-based organizations. We are not a recruitment agency—we are a dedicated extension of our clients’ teams, delivering high-quality service with precision, efficiency, and a personal touch.
We are seeking Bilingual Call Centre Agents who are fluent in Spanish to provide contact-centre support to healthcare, home-care, and property-management businesses. The successful candidates will be the first point of contact for callers outside of normal business hours, taking messages, answering basic enquiries, and following client-specific escalation and on-call procedures. Fluency in both Spanish and English is essential for this role.
PLEASE NOTE:
- Working Hours: Monday to Friday, 15:00 PM – 00:00 AM South African time – subject to changes due to daylight saving.
- Public Holidays: This role requires you to work on both South African and US 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 & download), capable of supporting a wired Ethernet connection, is mandatory. LTE, satellite internet (e.g. Starlink), Rain wireless/mobile broadband, and mobile hotspots will not be considered.
- Power Backup: A reliable power backup solution - solar, an inverter, or a UPS - capable of sustaining your internet and workstation through load shedding and power outages is required. Applicants without one cannot be considered.
- Work Environment: This is a fully remote working role.
Duties & Responsibilities
- Answer inbound calls in both Spanish and English with professionalism and empathy, primarily during after-hours and overflow periods.
- Take accurate messages and relay them to the relevant client contacts.
- Handle basic caller enquiries and provide accurate information about services where appropriate.
- Follow client-specific escalation and on-call procedures for urgent matters.
- Document all interactions according to client protocols.
- Maintain a calm, professional, and helpful demeanour, including in urgent or emotionally charged situations.
- Support a range of client types (healthcare, home-care, and property-management), adapting communication style to each.
Requirements
- Fluency in both Spanish and English (spoken and written) is required.
- Previous experience in a call centre, customer service, or answering-service role preferred.
- Strong attention to detail and accuracy in message-taking and documentation.
- Ability to remain calm and professional when handling urgent or sensitive calls.
If you are not contacted within 14 working days, please consider your application unsuccessful.
