Overview
Call Centre/Service Agent – HVAC Industry Jobs in Cape Town, South Africa at O’Brien Recruitment
Position: 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
Title: Call Centre/Service Agent – HVAC Industry
Company: O’Brien Recruitment
Location: Cape Town, South Africa
Category: Customer Service/HelpDesk (Customer Service Rep, HelpDesk/Support)
