Customer Service Agent (After Hours Division) - EST Working Hours

ISTA Personnel SolutionsSouth Africa - we are a global Business Process Outsourcing (BPO) company, partnering with a USA Client offering Elderly Home Based Care and various other services in the Healthcare sector.

We are seeking a Customer Services Representative to join their after-hours team.

** Working Hours: 36 – 45 hour shifts per week, with shorter working shifts during the week and longer shifts of up to 12 hours per day over weekends (Saturdays and Sundays). These working hours are subject to change depending on the operational requirements of the company.

PLEASE NOTE:

• Work Environment:This is a remote role for South African Citizens only.
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support awired 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.

Responsibilities

• Answer all incoming calls.
• Resolve client and nurse queries that are within the scope of after-hours.
• Provide timely responses to queries that come in via the texting platform.
• Notify clients and replace caregiver callouts as necessary.
• Confirm caregivers 1-2 hours before shift start.
• Perform initial intake for callers potentially interested in services.
• Document all scenarios on our platform, as well as update caregiver schedules as needed.
• Non-urgent Admin projects.

Requirements

Skills

• Fluent in English
• Compassionate and confident
• Responsible and reliable
• Customer service working experience.
• Adaptable and flexible regarding work hours
• Impeccable phone and computer skills
• Staffing and/or health care experience will be an added benefit

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