Customer Service Representative

Summary

Join ISTA Personnel Solutions SA, a fast-growing BPO company, as a Customer Service Representative supporting a U.S.-based client's app-based nursing scheduling platform. You will provide support to nurses and care facilities, assisting with account setup, shift bookings, and troubleshooting app issues. The role requires excellent communication, problem-solving, and technical skills. The position involves night shifts (11 pm–7 am SA time) and weekend work. A fixed fibre line with a minimum speed of 25 Mbps and a reliable power backup solution are mandatory. If you are not contacted within 14 working days, please consider your application unsuccessful.

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
• 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

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