ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency. We operate as a dedicated extension of our clients' teams, delivering high-quality service with precision, efficiency, and a personal touch.
About the Role
Our client is a fast-growing US-based home care company that helps families arrange care for elderly loved ones. Families often reach out when they are stressed, overwhelmed, or unsure where to start. Your role is to be a calm, knowledgeable voice that helps them take the next step.
This role has a sales element, but it is not a hard-sell or commission-based position. You will work towards a target of booking families for in-person care assessments by building trust, listening carefully, addressing hesitation and objections, and helping families feel comfortable moving forward.
Working Hours
You will work five shifts per week, including Saturday and Sunday, with two weekdays off.
Weekday shifts are overnight in South Africa (for example, 23:00–05:00 or 01:00–07:00 SAST). Weekend shifts vary from afternoon to overnight, with your exact schedule confirmed at offer stage.
The schedule currently works out to 34 hours per week and will gradually increase to a standard 45-hour week. You will be paid a salary based on a full 45-hour week from day one, so your salary will not change when the hours increase.
PLEASE NOTE
- Public Holidays: This role requires working on both South African and U.S. 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) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.
- Power Backup: Reliable backup is required to manage load shedding or outages. Applicants without a power backup cannot be considered.
- Work Environment: Fully remote.
What You'll Do
- Make outbound calls, texts, and emails to families who have enquired about home care (around 60–100 manually dialled calls per shift).
- Check before each call that the family's location can be serviced.
- Have warm, unhurried conversations, answer questions, and address concerns about the cost or care.
- Book families for in-person assessments with a local US office.
- Keep clear, detailed notes in the CRM so the next team member can pick up where you left off.
- Follow up consistently with families who have not yet booked an assessment.
What You'll Need
- Excellent spoken and written English.
- Experience in outbound calling, a contact centre, or a similar phone-based role.
- Genuine empathy and patience when people are emotional or upset.
- Comfort with CRM administration and accurate note-taking.
- Willingness to work night shifts and every weekend.
What's on Offer
- Fixed monthly gross salary (this is not a commission-based role).
- Two weeks of paid, structured training covering US healthcare, home care terminology, and the CRM and phone systems, followed by coached live calls. Training runs Monday to Friday for two weeks, from 16:00–01:00 SAST.
If you are not contacted within 14 working days, please consider your application unsuccessful.