Customer Service Representative - Night Shifts & Weekends (Remote)

Ista Solutions; Remote; ZAR 50 000 - 200 000; Full time

Job summary

A dynamic BPO company in Tzaneen, South Africa, is seeking a Customer Service Representative to support U.S.-based nursing homes through an app. This role involves assisting nurses with app usage, handling inquiries, and solving issues. Candidates should have at least 1 year of customer service experience, strong written English skills, and be comfortable working night shifts. The position offers the opportunity to improve user experiences in a collaborative environment.

Qualifications

• 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 the ability to learn new systems quickly.

Responsibilities

• Help nurses and care facilities use the app and answer questions.
• Assist with account setup, shift bookings, and general support.
• Fix or report 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.

Skills

Excellent communication skills (written and verbal)

Problem-solving ability

Tech-savvy

Empathy and patience

Attention to detail

Time management

Customer-first mindset

Team collaboration

Adaptability

Job description

Overview

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

Requirements

• 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.

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

Qualifications

• 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.

Job metadata

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Customer Service
• Industries: IT Services and IT Consulting

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