Client Intake Specialist Agent

Employment Type: Full-time Location Type: Remote Workplace: Remote Language: English Department: SA - Operations Published: 2025-06-17

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Position Overview

ISTA Personnel Solutions South Africa is a dynamic and fast-growing BPO company based in South Africa, specializing in providing top-tier operational support to US-based companies. 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 a Client Intake Specialist Agent for our US-based client, an ABA Therapy company that provides evidence-based behavioral support services. The intake team plays a critical role in welcoming new clients and ensuring a seamless onboarding experience. This position is best suited for a compassionate and confident individual with excellent English, strong communication skills, and a talent for engaging with people.

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Working Hours

• Monday to Friday:
  • 1:00 PM to 10:00 PM EST (7:00 PM to 4:00 AM SAST)
  • 1:00 PM to 4:00 PM EST: Training hours, lunch break, and development tasks.
  • 4:00 PM to 10:00 PM EST: Core role hours – Sole responsibility for intake.

All working hours comply with the Basic Conditions of Employment Act (BCEA).

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Requirements

• Previous experience in customer service, sales, or intake roles.
• Experience in healthcare or ABA therapy is beneficial but not required.
• Friendly, patient, and professional phone manner.
• Fluent in English with a clear, neutral accent.
• Able to work off-script and engage in real conversations.
• Comfortable using MS Office and basic computer systems.
• Responsible, self-managed, and detail-oriented.
• Comfortable working remotely with minimal supervision.

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Internet and Power Backup Requirements

• Internet: A fixed fibre line with a minimum speed of 25 Mbps (upload & download), with wired Ethernet connectivity is mandatory. Applicants without this setup cannot be considered.
• Power Backup: A reliable backup solution for load shedding and outages is required. Applicants without a power backup cannot be considered.

This is a remote role for South African Citizens only.

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Duties & Responsibilities

• Answer and convert incoming inquiries to clients.
• Conduct follow-ups on leads not yet contacted or needing re-engagement.
• Update CRM systems accurately to log communications and lead status.
• Use existing scripts and workflows, with the ability to adapt as needed.
• Participate in training and support tasks during early hours of the shift (1:00 PM – 4:00 PM EST).
• Assist with additional administrative or operational tasks (TBD).

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Application Instructions

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