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Customer Service Representative - Night Shifts & Weekends (Remote)
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<strong>ISTA Personnel Solutions SA </strong>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.<br><br><strong>We are hiring!<br><br></strong><em>Our U.S.-based client connects nurses with shifts at various nursing homes (long-term care facilities) through an app-based scheduling platform. They are looking for a </em><em><strong>Customer Service Representative</strong></em><em> to provide support and resolve any issues that may arise.<br><br></em><strong>Working hours:<br><br></strong><ul><li> Night shift: 11:00pm - 7:00am (SA time)</li><li> 5 shifts per week, including weekends (you will typically be off for 2 days during the week)</li><li>You may be required to work one or two 12-hour shifts over weekends on a rotational basis </li><li>Total: 40 hours per week<br><br></li></ul><strong>PLEASE NOTE:<br><br></strong><ul><li> Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered</li><li> Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered<br><br></li></ul><strong>Job Responsibilities:<br><br></strong><ul><li>Help nurses and care facilities use the app and answer any questions they have </li><li>Assist with account setup, shift bookings, and general support </li><li>Fix or report any problems users experience with the app </li><li>Respond to urgent issues like last-minute cancellations </li><li>Communicate clearly via chat, email, or phone </li><li>Keep records of all support conversations </li><li>Work with the team to improve the user experience<br><br></li></ul><strong>Requirements<br><br></strong><ul><li>At least 1 year of experience in a customer service or support role</li><li> Stable work history with consistent employment</li><li>Strong written English and typing speed</li><li>Must be comfortable working night shifts (11pm-7am SA time) and weekends </li><li>Confident computer skills and ability to learn new systems quickly<br><br></li></ul><strong>Required Skills:<br><br></strong><ul><li> Excellent communication skills (written and verbal) </li><li> Problem-solving ability - quickly understand and resolve user issues </li><li> Tech-savvy - comfortable using apps, online tools, and troubleshooting basic technical issues </li><li> Empathy and patience - especially when assisting nurses or clients in stressful situations </li><li> Attention to detail - accurately log support interactions and spot issues early </li><li> Time management - stay organized during night shifts and handle multiple tasks </li><li> Customer-first mindset - always aiming to provide a helpful and positive experience </li><li> Team collaboration - share feedback and work with others to improve service </li><li> Adaptability - flexible in handling changing priorities or urgent situations<br><br></li></ul><em>If you are not contacted within 14 working days, please consider your application unsuccessful.</em>
