Company Description IntelliBPO is a relationship-driven outsourcing partner that focuses on understanding each client’s unique operations, needs, and pressure points. The company designs tailored customer care, digital customer experience, and technology solutions rather than using a one-size-fits-all approach. IntelliBPO positions itself as an extension of its clients’ businesses, combining people, systems, and operational discipline to deliver aligned and dependable service.

Through outsourced, co-sourced, and hybrid models, the team aims to provide well-run, clearly understood work shaped around each client’s standards and expectations. This environment offers customer-facing professionals the opportunity to contribute to high-quality, personalized service delivery.

Role Description This on-site role, located in the Johannesburg Metropolitan Area, is for a Spanish Speaking Customer Care Agent within a BPO environment. The agent will handle inbound and outbound customer interactions in Spanish and English, including answering inquiries, resolving issues, and providing accurate information about medical-related services and processes. Daily tasks include documenting all customer interactions, following established protocols and compliance guidelines, and escalating complex cases to the appropriate teams when necessary.

The role involves working with contact center systems, managing queues efficiently, and maintaining service-level agreements while delivering a professional, empathetic, and solution-focused experience. The agent will collaborate with colleagues and supervisors to continuously improve customer satisfaction and operational performance.

Qualifications

• Candidates should possess strong Customer Service and Customer Support skills focused on resolving inquiries efficiently and professionally.
• Candidates should demonstrate excellent Communication and Interpersonal Skills for engaging with diverse customers and internal teams.
• Candidates should have experience contributing to high levels of Customer Satisfaction through empathetic, accurate, and timely assistance.
• Fluency in Spanish and English (spoken and written) and the ability to switch between languages as required.
• Prior experience in a BPO, contact center, or healthcare-related customer care environment is advantageous.
• Ability to follow structured processes, work with CRM or ticketing systems, and adhere to quality and compliance standards.
• Strong problem-solving skills, attention to detail, and resilience in a fast-paced, target-driven setting.
• Flexible availability to work shifts aligned with USA business hours; eligibility to work on-site in the Johannesburg Metropolitan Area.