Job Description

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 courtesy
• Manage inbound appointment scheduling – this will be the initial training focus
• Follow up on missed calls, voicemails, text messages, and website form submissions
• Log technician hours and review submitted reports, updating timesheets accordingly
• Correct inaccuracies identified in technician reports
• Review completed work orders for accuracy, confirming they match what was ordered and identifying items that need to be redone
• Maintain accurate customer and service records through general record keeping and data entry
• Prepare basic reports using Excel
• Collaborate with internal teams to ensure seamless service delivery

Requirements

• S trong verbal and written English communication skills
• Detail-oriented, organised, and proactive
• Proficient in Microsoft Outlook and the MS Office Suite
• Basic Excel skills for reporting purposes
• Proficiency in completing timesheets
• Previous customer service or administrative experience is preferred but not mandatory
• Industry experience is not required

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