<p><strong><a href="https://himalayas.app/companies/ista-personnel-solutions">ISTA Personnel Solutions</a></strong> 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.</p><p>We are looking for a <strong>Customer Service Representative</strong> to join our client's <strong>After Hours Support Team</strong>. 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.</p><h3>Working Hours: </h3><p><strong>Approx. 26 hours per week</strong><em>(subject to operational requirements and may change)</em></p><ul><li><strong>Saturday &amp; Sunday:</strong> 10:00 AM – 7:00 PM EST ( 16:00 PM - 01:00 AM SAST)</li><li><strong>Monday &amp; Friday:</strong> 5:00 PM – 9:00 PM EST (23:00 PM - 03:00 AM SAST)</li></ul><p><strong>Please note:</strong> Training will be approximately one month, and training hours will differ from the regular working schedule.</p><h3>PLEASE NOTE</h3><ul><li><strong>Public Holidays:</strong> This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).</li><li><strong>Internet Requirements:</strong> A fixed fibre line with a minimum speed of 25 Mbps (upload &amp; download) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.</li><li><strong>Power Backup:</strong> Reliable backup is required to manage load shedding or outages. Applicants without a power backup cannot be considered.</li><li><strong>Work Environment:</strong> Fully remote.</li></ul><h3>Responsibilities</h3><ul><li>Answer incoming after-hours calls professionally and efficiently. </li><li>Resolve client and caregiver queries within the scope of after-hours support. </li><li>Respond promptly to messages received through the company's texting platform. </li><li>Notify clients of caregiver call-outs and coordinate replacement caregivers when required. </li><li>Confirm caregiver schedules 1–2 hours before the start of each shift. </li><li>Conduct initial intake calls for prospective clients interested in services. </li><li>Accurately document all interactions and update caregiver schedules within the system. </li><li>Assist with administrative projects and other after-hours support tasks as needed.</li></ul><h3>Requirements</h3><ul><li>Fluent in English with <strong>clear, professional communication skills</strong>. </li><li>Excellent customer service experience. </li><li>Strong multitasking and organisational skills. </li><li>Comfortable working independently with minimal supervision. </li><li>Intelligent, resourceful, and able to solve problems effectively. </li><li>Compassionate, dependable, and highly responsible. </li><li>Ambitious with a strong work ethic. </li><l