Bilingual Call Centre Agent (Spanish-English)
New
I
ISTA Personnel SolutionsHealthcare BPO
Workable workplace: remote. Workable locations: South Africa. Western Cape, South Africa. Northern Cape, South Africa. Eastern Cape, South Africa. KwaZulu-Natal, South Africa. Gauteng, South Africa, Rotational shifts aligned with U.S. daylight savings time; exact shift times depend on the campaign.Full-Time
Salary not disclosed
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Job Details
- Languages
- Fluency in both Spanish and English, spoken and written, is mandatory.
- Required Skills
- Customer service
Requirements
- Be fluent in spoken and written Spanish and English.
- Have Grade 12 / Matric or equivalent.
- Have previous call centre, contact centre, or customer-service experience.
- Have experience assisting customers telephonically.
- Have good computer literacy and the ability to work across multiple systems.
- Demonstrate strong listening, questioning, and customer-service skills.
- Demonstrate attention to detail and accurate data-capturing skills.
- Remain calm and professional when dealing with difficult or urgent calls.
- Have reliable attendance and strong schedule adherence.
- Be able to work independently in a fully remote environment.
- Be available for 24/7 rotational shifts, including days, evenings, nights, weekends, and public holidays.
- Have a fixed fibre line with a minimum speed of 25 Mbps upload and 25 Mbps download, and support for a wired Ethernet connection.
- Have a reliable power backup solution.
Responsibilities
- Answer inbound customer calls professionally in Spanish and English.
- Listen to callers and establish the reason for each call.
- Assist with basic customer or patient enquiries using approved processes and information.
- Capture caller details, messages, and interaction notes accurately.
- 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.
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