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Cape Town: Call Centre / Service Agent – HVAC Industry posted by O’Brien Recruitment

Cape Town: Call Centre / Service Agent – HVAC Industry posted by O’Brien Recruitment

Posted on 2025-04-29 00:00:00

Job Summary

Are you a detail-oriented team player with a background in HVAC and a passion for exceptional customer service? Our client is seeking a motivated Call Centre / Service Agent to be the first point of contact for our clients and help ensure smooth service delivery across all operations.

Requirements:

  • Grade 12 / Matric
  • 23 years experience in the HVAC/refrigeration industry (field experience)
  • Minimum 1 year in a customer service or administrative role
  • Excellent verbal and written communication skills
  • Strong problem-solving skills
  • Ability to multitask and manage time effectively
  • Proficiency in MS Office (Word, Excel, Outlook)
  • Experience with scheduling software (advantageous)
  • Customer-focused mindset with a commitment to service excellence
  • Strong team player and ability to collaborate across departments

Key Responsibilities:

  • Answer incoming calls and emails from customers
  • Log incidents and service requests accurately in internal systems
  • Schedule and coordinate jobs with customers and HVAC field teams
  • Ensure service level agreement (SLA) times and deadlines are met
  • Allocate proper categorization and prioritization for all logged incidents
  • Monitor and analyze faults for accurate routing and escalation
  • Handle and resolve customer complaints promptly and professionally
  • Sync updates between internal systems and customer platforms
  • Ensure redundancy plans are in place for emergency call management
  • Update and process all call statuses accordingly
  • Answer standby phone as per roster and assign emergency calls to on-duty technicians
  • Maintain accurate documentation of all customer interactions and service activities
  • Collaborate with sales, compliance, and service teams to support seamless operations
  • Maintain up-to-date knowledge of HVAC products and services
  • Follow all safety policies and ensure a safe working environment

Click Go Apply to apply online!


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