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

About the role

We are seeking experienced bilingual Call Centre Agents fluent in Spanish and English to join our remote customer operations team. The role supports U.S.-based clients in the healthcare and home‑care sectors and operates on a 24/7 rotational shift schedule aligned with U.S. hours.

Key responsibilities

• Answer inbound customer calls professionally in both Spanish and English.
• Capture accurate caller details, messages and interaction notes.
• Assist customers or patients with basic enquiries using approved scripts and processes.
• Escalate urgent or complex issues to the appropriate on‑call personnel.
• Handle frustrated callers calmly while maintaining quality standards.
• Make outbound calls or callbacks when required.
• Navigate multiple systems simultaneously while protecting confidential information.

Required profile

• Fluency in spoken and written Spanish and English.
• Grade 12 / Matric or equivalent.
• Previous experience in a call centre, contact centre or customer‑service environment.
• Strong listening skills and clear telephone communication.
• Ability to work independently and adhere to rotational shift patterns, including weekends and public holidays.

Required skills

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