Call Centre Agents | USA Hours (Remote)

# Call Centre Agents | USA Hours (Remote)

> ISTA Personnel Solutions · South Africa (Remote) · Full-time · Posted 2026-08-14

**Workplace:** remote

**Department:** SA - Operations

## 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._
## Apply
[Apply at ISTA Personnel Solutions](https://apply.workable.com/ista-2/j/4FDBDD3338/apply)
---
Powered by [Workable](https://www.workable.com)