Job Description
ISTA Personnel Solutions South Africa is a global Business Process Outsourcing (BPO) company partnering with a U.S. client in the elderly home-based care and healthcare services sector. We are seeking a Customer Service Representative to join our after-hours team.
Working Hours
- 36 – 45 hours per week
- Shorter shifts during weekdays and longer shifts (up to 12 hours/day) over weekends
- Hours may change based on operational requirements
PLEASE NOTE
- Work Environment: This is a fully remote role.
- 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.
- Public Holidays: You will be required to work on all South African public holidays (compensated as per BCEA).
Responsibilities
Answer all incoming calls
Resolve client and nurse queries within the scope of after-hours support
Respond to queries via the texting platform in a timely manner
Notify clients and replace caregiver callouts as necessary
Confirm caregivers 1–2 hours before shift start
Perform initial intake for callers potentially interested in services
Document all scenarios on the platform and update caregiver schedules
Assist with non-urgent admin projects as required
Fluent in English
Compassionate, confident, responsible, and reliable
Customer service experience required
Adaptable and flexible regarding work hours
Excellent phone and computer skills
Bonus: Staffing and/or healthcare experience
If you are not contacted within 14 working days, please consider your application unsuccessful.
