Bilingual Call Centre Agent (Spanish‑English) – Remote, EST Hours

About the role

We are looking for a bilingual Call Centre Agent who will provide after‑hours support for our US‑based healthcare, home‑care and property‑management clients. The role is fully remote and follows South African EST hours, acting as the first point of contact for callers outside normal business hours.

Key responsibilities

• Answer inbound calls in both Spanish and English during after‑hours and overflow periods.
• Take accurate messages and forward them to the appropriate client contacts.
• Provide basic information and respond to routine enquiries about services.
• Follow client‑specific escalation and on‑call procedures for urgent matters.
• Document all interactions according to client protocols.
• Maintain a calm, professional demeanor in urgent or emotionally charged situations.
• Adapt communication style to support healthcare, home‑care and property‑management clients.

Required profile

• Fluency in spoken and written Spanish and English.
• Previous experience in a call centre, customer service or answering‑service role (preferred).
• Strong attention to detail and accuracy in message‑taking and documentation.
• Ability to remain calm and professional when handling urgent or sensitive calls.
• Availability to work Monday‑Friday, 15:00‑00:00 South African time and on South African and US public holidays.
• Reliable high‑speed fibre internet (minimum 25 Mbps) and a dependable power‑backup solution.

Required skills

What we offer

• Remote full‑time permanent position with stable after‑hours schedule.
• Integration with US clients in healthcare, home‑care and property‑management sectors.
• Opportunity to work in a dynamic BPO environment.