About this role
ISTA Personnel Solutions is a fast-growing, global BPO company. We are not a recruitment agency — we operate as a dedicated extension of our U.S.-based clients’ teams, delivering high-quality operational support with precision, efficiency, and professionalism.
We are recruiting to place a Customer Support Agent on behalf of our US-Client, a well-established pest control company known for delivering honest, reliable service to residential and commercial customers.
This role is ideal for someone who enjoys speaking with customers, staying organised, and solving problems on the fly. You will handle inbound calls, manage appointment scheduling, follow up on missed calls, texts, and website enquiries, track technician hours, and help ensure completed work matches what was ordered – all while maintaining accurate customer and service records.
PLEASE NOTE:
Working Hours: Monday – Thursday: 9:00 AM – 6:00 PM EST (3:00 PM – 00:00 AM SAST) Friday: 9:00 AM – 1:00 PM EST (3:00 PM – 7:00 PM SAST) Sunday: 9:00 AM – 1:00 PM EST (3:00 PM – 7:00 PM SAST) (Hours subject to change depending on daylight savings.)Public Holidays: This role requires working on both South African and U.S. public holidays. Compensation for SA public holidays will be 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.
Key Responsibilities:
Answer incoming calls with professionalism and courtesyManage inbound appointment scheduling – this will be the initial training focusFollow up on missed calls, voicemails, text messages, and website form submissionsLog technician hours and review submitted reports, updating timesheets accordinglyCorrect inaccuracies identified in technician reportsReview completed work orders for accuracy, confirming they match what was ordered and identifying items that need to be redoneMaintain accurate customer and service records through general record keeping and data entryPrepare basic reports using ExcelCollaborate with internal teams to ensure seamless service deliveryRequirements
Strong verbal and written English communication skillsDetail-oriented, organised, and proactiveProficient in Microsoft Outlook and the MS Office SuiteBasic Excel skills for reporting purposesProficiency in completing timesheetsPrevious customer service or administrative experience is preferred but not mandatoryIndustry experience is not required
If you are not contacted within 14 working days, please consider your application unsuccessful.