Bilingual Call Centre Agent (Spanish-English) | USA Hours (Remote)

ISTA Solutions; South Africa; Remote; ZAR 180,000 - 240,000; Full time

Job summary

ISTA Personnel Solutions is a dynamic, fast-growing BPO that partners with U.S. clients and integrates staff into client operations. We seek experienced bilingual Call Centre Agents fluent in Spanish and English to support healthcare and homecare campaigns remotely.

This 24/7 rotating role requires reliable, detail-oriented professionals who can handle inbound calls, follow scripts, and capture accurate information while working independently from a remote setup.

Qualifications

• Fluency in Spanish and English, spoken and written.
• Grade 12 / Matric or equivalent.
• Previous call centre or customer-service experience.
• Ability to work remotely and capture data accurately.
• Clear, professional communication.

Responsibilities

• Answer inbound customer calls in Spanish and English.
• Listen to determine call reason and provide accurate messages.
• Assist with basic enquiries using approved processes.
• Capture caller details and notes accurately.
• Follow client-specific scripts, workflows and escalation procedures.
• Escalate urgent matters to on-call personnel.
• Handle difficult callers calmly and professionally.
• Complete outbound calls or callbacks when required.
• Navigate multiple systems while communicating with customers.
• Protect confidential information and maintain records.
• Meet campaign attendance, quality and productivity targets.

Skills

Bilingual Spanish-English

Call centre experience

Excellent communication

Data entry accuracy

Remote work

Education

Grade 12 / Matric

Tools

CRM systems

Five9

Salesforce

Zendesk

Job 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 Bilingual Call Centre Agents who are fluent in Spanish and English 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 bilingual communication skills, reliability, attention to detail and the ability to work independently.

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.

Additional Requirements

• 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 and 25 Mbps 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 in Spanish and English
• 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

• Fluency in both Spanish and English, spoken and written, is mandatory
• Grade 12 / Matric or equivalent
• Previous call centre, contact centre or customer-service experience
• Previous experience assisting customers telephonically
• Excellent spoken and written communication skills
• 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 24/7 rotational shifts, including days, evenings, nights, weekends and public holidays

Advantageous Experience

• 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

• Reliable and punctual
• Professional and customer-focused
• Fluent and confident in both Spanish and English
• Calm under pressure
• Accurate and detail-oriented
• Comfortable following established procedures
• Able to use judgement when deciding when to resolve or escalation 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.