Call Centre / Service Agent - HVAC Industry

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
• 2–3 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