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.

Skills Required