Cape Town: Call Centre / Service Agent – HVAC Industry posted by O’Brien Recruitment
Posted on 2025-05-18 00:00:00
| Employer | O’Brien Recruitment |
|---|---|
| Category | Manufacturing Production |
| Location | Western Cape / Cape Town |
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
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