Job Description: Customer Service Representative

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Position Overview

ISTA Personnel Solutions SA is seeking a Customer Service Representative to support a U.S.-based client. The client operates an app-based scheduling platform connecting nurses with shifts at nursing homes. This role involves providing support and resolving issues for users of the platform.

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Company Information

• Company: ISTA Personnel Solutions SA
• Type: BPO Company
• Location: South Africa
• Specialization: Providing operational support to U.S.-based organizations.

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Employment Details

• Employment Type: Full-time
• Workplace: Remote
• Language: English
• Department: SA - Operations
• Published: 2025-07-22

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Working Hours

• Shift: Night shift: 11:00 PM – 7:00 AM (SA time)
• Schedule: 5 shifts per week, including weekends. Typically off for 2 days during the week.
• Weekend Work: May be required to work one or two 12-hour shifts over weekends on a rotational basis.
• Total Hours: 40 hours per week.

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Mandatory Requirements

• Internet: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) is mandatory. The connection must support a wired Ethernet connection.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages.

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Job Responsibilities

• Assist nurses and care facilities in using the app and answer their inquiries.
• Provide support for account setup, shift bookings, and general platform usage.
• Troubleshoot and report any problems users encounter with the app.
• Respond to urgent issues, such as last-minute cancellations.
• Communicate effectively via chat, email, or phone.
• Maintain accurate records of all support interactions.
• Collaborate with the team to enhance the user experience.

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Requirements

• Experience: Minimum of 1 year in a customer service or support role.
• Work History: Stable work history with consistent employment.
• Language Skills: Strong written English and good typing speed.
• Availability: Must be comfortable working night shifts (11 PM – 7 AM SA time) and weekends.
• Technical Aptitude: Confident computer skills and the ability to quickly learn new systems.

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Required Skills

• Communication: Excellent written and verbal communication skills.
• Problem-Solving: Ability to quickly understand and resolve user issues.
• Tech-Savvy: Comfortable using apps, online tools, and basic technical troubleshooting.
• Interpersonal: Empathy and patience, especially when assisting users in stressful situations.
• Attention to Detail: Accurately log support interactions and identify issues early.
• Time Management: Ability to stay organized during night shifts and manage multiple tasks.
• Customer Focus: A customer-first mindset, always aiming for a helpful and positive experience.
• Teamwork: Willingness to share feedback and collaborate with others to improve service.
• Adaptability: Flexibility in handling changing priorities or urgent situations.

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