Job Description
ISTA Personnel Solutions South Africa is a dynamic and fast-growing BPO company. We are not a recruitment agency—we partner with leading international businesses, providing dedicated remote professionals who become an extension of our clients’ teams.
Our client is a well-established heating and cooling (HVAC) company based in New Jersey, USA, and they are looking for an experienced Admin & Customer Service Specialist to join their growing office support team.
If you thrive in a fast-paced environment, enjoy solving problems, and are passionate about delivering exceptional customer service, we’d love to hear from you!
PLEASE NOTE:
- Working Hours: Monday – Friday | 8:45 AM – 5:45 PM EST (2:45 PM – 11:45 AM South African time – subject to daylight savings).
- Public Holidays: This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).
- Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.
- Power Backup: Reliable backup required to manage load shedding or outages. Applicants without a power backup cannot be considered.
- Work Environment: Fully remote.
Job Responsibilities:
- Answer incoming customer calls professionally and efficiently.
- Contact customers to provide updates on service appointments and job progress.
- Handle customer enquiries, concerns, and escalations with professionalism.
- Source HVAC parts by contacting suppliers and vendors to locate required inventory.
- Assist with billing-related administrative tasks.
- Maintain accurate customer records within the CRM system.
- Support the office with a variety of administrative duties as required.
- Work closely with internal teams to ensure excellent customer service and smooth operations.
Requirements:
- Minimum 2 years’ experience in customer service and administration.
- Experience working for a service-based business (home services, maintenance, repairs, trades, logistics, or similar).
- Excellent verbal and written English communication skills.
- Strong customer service and conflict resolution abilities.
- Excellent problem-solving and critical thinking skills.
- Highly organised with exceptional attention to detail.
- Able to multitask and work effectively in a fast-paced environment.
- Comfortable making outbound calls to customers and suppliers.
- Proficient in Microsoft Office and Outlook.
- Experience using CRM systems.
- Experience within the HVAC, heating and cooling, plumbing, electrical, or similar trade industry will be highly advantageous.
- Experience with Simpro CRM is beneficial but not essential.
If you are not contacted within 14 working days, please consider your application unsuccessful.
