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

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.