Customer Service Agent (US Healthcare - After Hours) - EST Hrs

ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency—we operate as a dedicated extension of our clients' teams, delivering high-quality service with precision, efficiency, and a personal touch.

We are looking for a Customer Service Representative to join our client's After Hours Support Team. This role is ideal for someone who thrives in a fast-paced environment, enjoys helping people, and can confidently manage multiple tasks while providing exceptional customer service.

Working Hours:

Approx. 26 hours per week(subject to operational requirements and may change)

• Saturday & Sunday: 10:00 AM – 7:00 PM EST ( 16:00 PM - 01:00 AM SAST)
• Monday & Friday: 5:00 PM – 9:00 PM EST (23:00 PM - 03:00 AM SAST)

Please note: Training will be approximately one month, and training hours will differ from the regular working schedule.

PLEASE NOTE

• Public Holidays: This role requires working 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 wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: Reliable backup is required to manage load shedding or outages. Applicants without a power backup cannot be considered.
• Work Environment: Fully remote.

Responsibilities

• Answer incoming after-hours calls professionally and efficiently.
• Resolve client and caregiver queries within the scope of after-hours support.
• Respond promptly to messages received through the company's texting platform.
• Notify clients of caregiver call-outs and coordinate replacement caregivers when required.
• Confirm caregiver schedules 1–2 hours before the start of each shift.
• Conduct initial intake calls for prospective clients interested in services.
• Accurately document all interactions and update caregiver schedules within the system.
• Assist with administrative projects and other after-hours support tasks as needed.

Requirements

• Fluent in English with clear, professional communication skills.
• Excellent customer service experience.
• Strong multitasking and organisational skills.
• Comfortable working independently with minimal supervision.
• Intelligent, resourceful, and able to solve problems effectively.
• Compassionate, dependable, and highly responsible.
• Ambitious with a strong work ethic.
• Flexible and adaptable to changing schedules and operational requirements.
• Excellent computer and telephone skills.

Advantageous

• Previous staffing, scheduling, or healthcare industry experience.

If you are not contacted within 14 working days, please consider your application unsuccessful.