Description:
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 departmentsKey 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 p
16 Apr 2025;
from:
gumtree.co.za