Bilingual Call Centre Agent (Spanish-English) – Remote (USA Hours)

About the role

We are seeking experienced, professional and dependable bilingual call centre agents who are fluent in Spanish and English to join our remote customer operations team. The role supports U.S.-based clients, primarily in the healthcare and home‑care sectors, and operates on a 24/7 rotational shift schedule aligned with U.S. daylight‑saving time.

Key responsibilities

• Answer inbound customer calls professionally in both Spanish and English.
• Listen carefully, identify the reason for each call and provide accurate information.
• Assist with basic customer or patient enquiries using approved processes.
• 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.
• Make outbound calls or callbacks when required.
• Navigate multiple systems while maintaining confidentiality of customer and patient information.

Required profile

• Fluency in spoken and written Spanish and English (mandatory).
• Grade 12 / Matric or equivalent.
• Previous experience in a call centre, contact centre or customer‑service environment.
• Strong listening skills and clear, professional telephone communication.

Required skills

• Fixed fibre internet connection with minimum 25 Mbps upload and download speeds.
• Wired Ethernet connection capability.
• Reliable power backup solution to manage load‑shedding and outages.