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

About the role

ISTA Personnel Solutions, a BPO company that partners with international U.S. clients and integrates its staff directly into their operations, is hiring experienced bilingual Spanish-English call centre agents for a fully remote customer operations team. The role supports U.S.-based clients, with a strong focus on the healthcare and homecare sectors. It is a 24/7 rotational shift position.

Key responsibilities

• Answer inbound customer calls professionally and courteously in Spanish and English, establishing 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, and escalate urgent or complex matters to the on-call person or department.
• Handle frustrated or emotional callers calmly and professionally, and 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.

Required profile

• Grade 12 / Matric or equivalent.
• Previous call centre, contact centre or customer-service experience, including assisting customers by telephone.
• Fluency in spoken and written Spanish and English; previous healthcare, medical or home-care, patient support, insurance verification or after-hours/on-call experience is advantageous.
• Full flexibility to work 24/7 rotational shifts, including days, evenings, nights, weekends and public holidays.

Required skills

• Excellent spoken and written communication and clear, professional telephone manner.
• Strong listening, questioning and customer-service skills.
• Good computer literacy and ability to work across multiple systems.
• Attention to detail and accurate data capturing.
• Ability to work independently in a fully remote environment and to follow established procedures.

Technical requirements

• Fibre internet with at least 25 Mbps upload and download, supporting a wired Ethernet connection.
• A reliable power backup solution to manage load shedding and outages.

Successful candidates receive structured onboarding, campaign and systems training, and ongoing quality feedback and coaching. Applications are only accepted from genuinely fluent bilingual candidates; if not contacted within 14 working days, the application is considered unsuccessful.