Call Centre Agent

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iSTA Solutions

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

📦 Logistics

📣 Marketing

Healthcare • Logistics • Marketing

iSTA Solutions is your remote healthcare operations partner specializing in off-site staffing solutions. With over 20 years of experience, we focus on enhancing operational efficiency for businesses, particularly in the healthcare sector, by providing customized remote teams that take on tasks ranging from customer service to data entry. Our goal is to support organizations in scaling their operations seamlessly while achieving significant cost savings and improved productivity.

📋 Description

• Handle inbound customer calls for U.S.-based clients, with a focus on healthcare and homecare sectors • Take accurate messages and assist with basic customer or patient enquiries • Follow client-specific processes, scripts, workflows, escalation procedures and on-call instructions • Escalate urgent or complex matters to the appropriate on-call person or department • 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 for attendance, quality, productivity and customer service • Receive structured onboarding, campaign training, systems training and ongoing quality feedback and coaching

🎯 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 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 • Fixed fibre line with minimum 25 Mbps upload and download speed • Ability to support a wired Ethernet connection • Reliable power backup solution for load shedding and power outages • Healthcare, medical or home-care experience is advantageous • Experience with Five9 or similar cloud contact-centre platforms is advantageous • Experience with CRM systems such as Salesforce, Zendesk or similar is advantageous

🏖️ Benefits

• Compensation for South African public holidays in accordance with the BCEA • Structured onboarding • Campaign training • Systems training • Ongoing quality feedback and coaching