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O'Brien Recruitment

Call Centre / Service Agent - HVAC Industry

O'Brien Recruitment

  • R Undisclosed
  • Permanent Intermediate position
  • Cape Town
  • Posted 24 Apr 2025 by O'Brien Recruitment
  • Expires in 24 days
  • Job 2607772
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About the position

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

Desired Skills:

  • Active Listening
  • Administration
  • Communication
  • Scheduling
  • Service Level Agreements (SLA)
  • Solving Problems
  • Telephone Etiquette

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O'Brien Recruitment

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About the agency

O’Brien Recruitment – what is our story and who are we? O’Brien Recruitment has assisted in connecting the right candidates with the right clients since 1997. We love what we do and we are “POWERED BY PEOPLE” – making a difference in our candidates lives and watching their careers grow and develop is the reason we are in business! Our Permanent, Temporary and Contract Recruitment Solutions unite talent with top employers across a vast range of industries, from FMCG; Financial Services; Call Centre; Retail to Publishing; Manufacturing; Legal and Hospitality. When you deal with O’Brien Recruitment you are dealing with a team of twenty professionals who are highly capable, knowledgeable and passionate about recruitment. We pride ourselves on the ability to give our clients and candidates a competitive edge! We payroll over 400 temps/contractors, and on an annual basis, we place over 350 talented individuals in permanent roles in a large variety of Job Functions from A – Z! These include: Accountants, Bookkeepers; Call Centre Agents; Debtors Clerks; Engineers; Financial Managers; Graphic Designer; Human Resources; IT Specialists; Journalists; Key Accounts Managers; Legal; Mechanical Fitters; Network Engineers; Office support staff; Portfolio/Project Administrators; Quality Assurance Managers; Receptionists; Sales Executives; Tax Consultants; Unit Trust Administrators; Villa Managers; Welders; X-Ray Testers; Yard Foremen; Zoologists. Whether you’re progressing to the next step up the career ladder, or building a bespoke recruitment strategy to meet your wider business goals, we help professionals make valuable connections that are crucial to success.

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