Bilingual Call Centre Agent (Spanish-English) | EST Hrs - Remote

About this role

ISTA Personnel Solutions SA is a dynamic and fast-growing BPO company based in South Africa, specializing in providing top-tier operational support to U.S.-based organizations. We are not a recruitment agency—we are a dedicated extension of our clients' teams, delivering high-quality service with precision, efficiency, and a personal touch.
We are seeking Bilingual Call Centre Agents who are fluent in Spanish to provide contact-centre support to healthcare, home-care, and property-management businesses. The successful candidates will be the first point of contact for callers outside of normal business hours, taking messages, answering basic enquiries, and following client-specific escalation and on-call procedures. Fluency in both Spanish and English is essential for this role.
PLEASE NOTE:

• Working Hours: Monday to Friday, 15:00 PM – 00:00 AM South African time – subject to changes due to daylight saving.

• Public Holidays: This role requires you to work on both South African and US public holidays (compensation for SA public holidays in accordance with the BCEA).

• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download), capable of supporting a wired Ethernet connection, is mandatory. LTE, satellite internet (e.g. Starlink), Rain wireless/mobile broadband, and mobile hotspots will not be considered.

• Power Backup: A reliable power backup solution - solar, an inverter, or a UPS - capable of sustaining your internet and workstation through load shedding and power outages is required. Applicants without one cannot be considered.

• Work Environment: This is a fully remote working role.
Duties & Responsibilities

• Answer inbound calls in both Spanish and English with professionalism and empathy, primarily during after-hours and overflow periods.

• Take accurate messages and relay them to the relevant client contacts.

• Handle basic caller enquiries and provide accurate information about services where appropriate.

• Follow client-specific escalation and on-call procedures for urgent matters.

• Document all interactions according to client protocols.

• Maintain a calm, professional, and helpful demeanour, including in urgent or emotionally charged situations.

• Support a range of client types (healthcare, home-care, and property-management), adapting communication style to each.
Requirements

• Fluency in both Spanish and English (spoken and written) is required.

• 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.
If you are not contacted within 14 working days, please consider your application unsuccessful.