Customer Service Agent (After Hours Division) - EST Working Hours (Remote)

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Not specified
• Company: ISTA Personnel Solutions South Africa – a global Business Process Outsourcing (BPO) company partnering with a USA Client in the Healthcare sector.
• Brief Description: We are seeking a Customer Services Representative to join their after-hours team. Working hours are 36-45 hours per week, with shorter shifts during the week and longer shifts (up to 12 hours) on weekends (Saturdays and Sundays). These hours are subject to change based on operational needs. This is a remote role for South African Citizens only.

Requirements

• Skills:
  • Fluent in English
  • Compassionate and confident
  • Responsible and reliable
  • Customer service working experience
  • Adaptable and flexible regarding work hours
  • Impeccable phone and computer skills
• Experience (Preferred):
  • Staffing and/or healthcare experience
• Technical Requirements:
  • Fixed fibre line with a minimum speed of 25 Mbps (upload & download)
  • Ability to support a wired Ethernet connection
  • Reliable power backup solution to manage load shedding and power outages

Responsibilities

• Answer all incoming calls.
• Resolve client and nurse queries within the scope of after-hours.
• Provide timely responses to queries via the texting platform.
• 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 company’s platform and update caregiver schedules.
• Complete non-urgent administrative projects.

Application Instructions

• Please consider your application unsuccessful if you are not contacted within 14 working days.

Company Information

• Company: ISTA Personnel Solutions South Africa
• Department: SA - Operations
• Published: 2025-04-25
• Remote: Yes
• Language: English