Customer Service Representative

2 days ago

Pretoria, Gauteng, South Africa ISTA Personnel Solutions Full time R1 200 000 - R1 600 000 per year

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.

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