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

**Company:** [ISTA Personnel Solutions](http://jobs.workable.com/companies/iSt64sfgHWn4ef4KKpqeK9.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** South Africa

[Apply for this job](http://jobs.workable.com/view/1dda31a7-df4f-4ef4-8944-619fd78f7fc8)

## 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.

### 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 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:

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
-   **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 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 fluent in Spanish and English and are comfortable working rotational U.S. shifts, including evening/night shifts, weekends and public holidays.**

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