Customer Service Representative - Night Shifts & Weekends (Remote)

ISTA Solutions; Pretoria; Remote; ZAR 50,000 - 200,000; Full time

Job summary

ISTA Solutions is looking for a Customer Service Representative to assist U.S.-based nurses using an app for scheduling shifts. The role involves providing support, resolving user issues, and working night shifts with a focus on excellent communication and problem-solving. Candidates should have strong computer skills, empathy, and a customer-first mindset, alongside at least one year of experience in a customer service role.

Qualifications

• At least 1 year of experience in a customer service or support role.
• Strong written English and typing speed.
• Must be comfortable working night shifts and weekends.

Responsibilities

• Help nurses and care facilities use the app and answer any questions they have.
• Assist with account setup, shift bookings, and general support.
• Respond to urgent issues like last-minute cancellations.

Skills

Communication skills

Problem-solving ability

Tech-savvy

Empathy

Time management

Customer-first mindset

Team collaboration

Adaptability

Job description

ISTA Personnel Solutions SA 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.

We are hiring!

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 Customer Service Representative to provide support and resolve any issues that may arise.

Working hours:

• Night shift: 11:00pm - 7:00am (SA time)
• 5 shifts per week, including weekends (you will typically be off for 2 days during the week)
• You may be required to work one or two 12-hour shifts over weekends on a rotational basis
• Total: 40 hours per week
  
  

PLEASE NOTE:

• 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
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered
  
  

Job Responsibilities:

• Help nurses and care facilities use the app and answer any questions they have
• Assist with account setup, shift bookings, and general support
• Fix or report any problems users experience with the app
• Respond to urgent issues like last-minute cancellations
• Communicate clearly via chat, email, or phone
• Keep records of all support conversations
• Work with the team to improve the user experience
  
  

Requirements

• At least 1 year of experience in a customer service or support role
• Stable work history with consistent employment
• Strong written English and typing speed
• Must be comfortable working night shifts (11pm-7am SA time) and weekends
• Confident computer skills and ability to learn new systems quickly
  
  

Required Skills:

• Excellent communication skills (written and verbal)
• Problem-solving ability - quickly understand and resolve user issues
• Tech-savvy - comfortable using apps, online tools, and troubleshooting basic technical issues
• Empathy and patience - especially when assisting nurses or clients in stressful situations
• Attention to detail - accurately log support interactions and spot issues early
• Time management - stay organized during night shifts and handle multiple tasks
• Customer-first mindset - always aiming to provide a helpful and positive experience
• Team collaboration - share feedback and work with others to improve service
• Adaptability - flexible in handling changing priorities or urgent situations
  
  

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