# Call Centre Agents | USA Hours (Remote)

> ISTA Personnel Solutions · South Africa (Remote) · Full-time · Posted 2026-08-14

**Workplace:** remote

**Department:** SA - Operations

## 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 **Call Centre Agents** 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 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 & 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.
-   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:**

-   Grade 12 / Matric or equivalent.
-   Previous **call centre, contact centre or customer-service experience**.
-   Previous experience assisting customers telephonically.
-   Excellent spoken and written English.
-   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 rotational shifts, including nights and weekends.

**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
-   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 comfortable working rotational U.S. shifts, including evening/night shifts and weekends.**

_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/4FDBDD3338/apply)

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