Call Centre Agents | USA Hours (Remote)

Job Description

ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency. 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 Call Centre Agents 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 communication skills, reliability, attention to detail and the ability to work independently.

PLEASE NOTE:

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 & 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.

Key Responsibilities:

• Answer inbound customer calls professionally and courteously.
• 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:

• Grade 12 / Matric or equivalent.
• Previous call centre, contact centre or customer-service experience.
• Previous experience assisting customers telephonically.
• Excellent spoken and written English.
• 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 rotational shifts, including nights and weekends.

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
• 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 comfortable working rotational U.S. shifts, including evening/night shifts and weekends.

If you are not contacted within 14 working days, please consider your application unsuccessful.