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

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

Requirements

• 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.