ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency—we operate as a dedicated extension of our clients' teams, delivering high-quality service with precision, efficiency, and a personal touch.
We are looking for a Customer Service Representative to join our client's After Hours Support Team. This role is ideal for someone who thrives in a fast-paced environment, enjoys helping people, and can confidently manage multiple tasks while providing exceptional customer service.
Working Hours:
Approx. 26 hours per week(subject to operational requirements and may change)
Saturday & Sunday: 10:00 AM – 7:00 PM EST ( 16:00 PM - 01:00 AM SAST)
Monday & Friday: 5:00 PM – 9:00 PM EST (23:00 PM - 03:00 AM SAST) Please note: Training will be approximately one month, and training hours will differ from the regular working schedule.
Public Holidays: This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).
Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.
Power Backup: Reliable backup is required to manage load shedding or outages. Applicants without a power backup cannot be considered.
Work Environment: Fully remote. Responsibilities
Answer incoming after-hours calls professionally and efficiently.
Resolve client and caregiver queries within the scope of after-hours support.
Respond promptly to messages received through the company's texting platform.
Notify clients of caregiver call-outs and coordinate replacement caregivers when required.
Confirm caregiver schedules 1–2 hours before the start of each shift.
Conduct initial intake calls for prospective clients interested in services.
Accurately document all interactions and update caregiver schedules within the system.
Assist with administrative projects and other after-hours support tasks as needed. Requirements
Fluent in English with clear, professional communication skills.
Excellent customer service experience.
Strong multitasking and organisational skills.
Comfortable working independently with minimal supervision.
Intelligent, resourceful, and able to solve problems effectively.
Compassionate, dependable, and highly responsible.
Ambitious with a strong work ethic.
Flexible and adaptable to changing schedules and operational requirements.
Excellent computer and telephone skills. Advantageous
Previous staffing, scheduling, or healthcare industry experience. If you are not contacted within 14 working days, please consider your application unsuccessful.
ISTA Personnel Solutions is a fast-growing global Business Process Outsourcing (BPO) company that operates as a dedicated extension of US-based clients' teams, providing skilled remote professionals to support daily operations. Rather than functioning as a traditional recruitment agency, the company delivers high-quality service with precision, efficiency, and a personal touch. ISTA specializes in supporting various client campaigns and operational workflows, particularly for USA-based organizations across industries including healthcare, insurance, and customer service. The company leverages a South Africa-based workforce to provide 24/5 support aligned with US business hours and operational needs.
