Customer Service Representative - Night Shifts & Weekends (Remote)

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<p><strong>ISTA Personnel Solutions SA </strong>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.</p><p></p><p><strong>We are hiring!</strong></p><p></p><p><em>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 </em><em><strong>Customer Service Representative</strong></em><em> to provide support and resolve any issues that may arise.</em></p><p><strong>Working hours:</strong></p><ul> <li> <strong>Night shift:</strong> 11:00pm – 7:00am (SA time)</li> <li> <strong>5 shifts per week, including weekends</strong> (you will typically be off for 2 days during the week)</li> <li>You may be required to work one or two <strong>12-hour shifts over weekends</strong> on a rotational basis </li> <li><strong>Total: 40 hours per week</strong></li> </ul><p></p><p><strong>PLEASE NOTE:</strong></p><ul> <li> <strong>Internet Requirements:</strong> A <strong>fixed fibre line</strong> with a minimum speed of <strong>25 Mbps (upload & download)</strong> and the ability to support a <strong>wired Ethernet connection</strong> is mandatory. Applicants without a fixed fibre line cannot be considered.</li> <li> <strong>Power Backup:</strong> A <strong>reliable power backup solution</strong> is required to manage <strong>load shedding and power outages</strong>. Applicants without a power backup cannot be considered.</li> </ul><p></p><p><strong>Job Responsibilities:</strong></p><ul> <li>Help nurses and care facilities use the app and answer any questions they have </li> <li>Assist with account setup, shift bookings, and general support </li> <li>Fix or report any problems users experience with the app </li> <li>Respond to urgent issues like last-minute cancellations </li> <li>Communicate clearly via chat, email, or phone </li> <li>Keep records of all support conversations </li> <li>Work with the team to improve the user experience</li> </ul><p><strong>Requirements</strong></p><ul> <li>At least <strong>1 year of experience</strong> in a customer service or support role</li> <li> <strong>Stable work history</strong> with consistent employment</li> <li>Strong written English and typing speed</li> <li>Must be comfortable working <strong>night shifts (11pm–7am SA time)</strong> and <strong>weekends</strong> </li> <li>Confident <strong>computer skill</strong>s and ability to learn new systems quickly</li> </ul><p></p><p><strong>Required Skills:</strong></p><ul> <li> <strong>Excellent communication skills</strong> (written and verbal) </li> <li> <strong>Problem-solving ability</strong> – quickly understand and resolve user issues </li> <li> <strong>Tech-savvy</strong> – comfortable using apps, online tools, and troubleshooting basic technical issues </li> <li> <strong>Empathy and patience</strong> – especially when assisting nurses or clients in stressful situations </li> <li> <strong>Attention to detail</strong> – accurately log support interactions and spot issues early </li> <li> <strong>Time management</strong> – stay organized during night shifts and handle multiple tasks </li> <li> <strong>Customer-first mindset</strong> – always aiming to provide a helpful and positive experience </li> <li> <strong>Team collaboration</strong> – share feedback and work with others to improve service </li> <li> <strong>Adaptability</strong> – flexible in handling changing priorities or urgent situations</li> </ul><p></p><p><em>If you are not contacted within 14 working days, please consider your application unsuccessful.</em></p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...