Customer Service Agent

Summary

Join I STA Personnel Solutions South Africa, a global BPO company, as a Customer Services Representative for their after-hours team supporting a USA client in the healthcare sector. This remote role, open to South African citizens only, requires a fixed fibre line internet connection (minimum 25 Mbps) and a reliable power backup solution. The position involves answering calls, resolving client and nurse queries, managing text-based communication, handling caregiver callouts, confirming caregiver shifts, conducting initial intakes, documenting scenarios, updating schedules, and completing administrative tasks. The work schedule includes 36-45 hour shifts per week, with varying shift lengths, including longer weekend shifts. Successful candidates will demonstrate fluency in English, compassion, responsibility, customer service experience, adaptability, and strong phone and computer skills.

Requirements

• Fluent in English
• Compassionate and confident
• Responsible and reliable
• Customer service working experience
• Adaptable and flexible regarding work hours
• Impeccable phone and computer skills
• A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory
• A reliable power backup solution is required to manage load shedding and power outages

Responsibilities

• Answer all incoming calls
• Resolve client and nurse queries that are within the scope of after-hours
• Provide timely responses to queries that come in 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 our platform, as well as update caregiver schedules as needed
• Non-urgent Admin projects

Preferred Qualifications

Staffing and/or health care experience will be an added benefit