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

> ISTA Personnel Solutions · South Africa (Remote) · Full-time · Posted 2026-07-03

**Workplace:** remote

**Department:** SA - Operations

## Description

**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._

## Apply

[Apply at ISTA Personnel Solutions](https://apply.workable.com/ista-2/j/2B392D4667/apply)

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