Role overview

Qualifications

Minimum 2 years' experience in customer service and administration
Excellent verbal and written English communication skills
Strong customer service and conflict resolution abilities
Proficient in Microsoft Office and Outlook

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
Maintain accurate customer records within the CRM system

Key facts

Remote from: Africa, United States
Full time
Mid-level (2-5 years)
Customer Service Manager
English

Hard skills

Company Administration Conflict Resolution Microsoft Dynamics CRM HVAC Design Home Health Care Logistics Organizational Structure

Other skills

Customer Service
Problem Solving
Microsoft Office
Detail Oriented
Multitasking
Communication
Critical Thinking

About the company

iSTA Solutions

Outsourcing & Offshoring

Welcome to Ista Solutions, your go-to remote staffing solutions provider. We understand the challenges businesses face when managing their workflows and finding the right people to execute their vision. That's why we exist—to be your dedicated partner in growth. Here are some reasons why our services are a must-have for your business: -We provide tailor-made workflow solutions that cater to your unique business requirements, helping you streamline your operations, reduce the turnaround time, and maximize efficiency. -Our agents are skilled, experienced, and solely focused on your company. They are trained to deliver outstanding results while working closely with your team and adhering to your company's culture. -We leverage our global resources to provide comprehensive support for your business, including technical assistance, billing services, and recruitment. This way, you can focus on growing your business while we take care of the back-end operations. At Ista Solutions, we believe in the power of building strong relationships with our clients. We strive to be your long-term partner in success, providing ongoing support and guidance to help you navigate through any challenges that may arise. We understand the importance of transparency and honesty in business. That's why we pride ourselves on being open, ethical, and straightforward in all our client interactions. Without Ista, healthcare companies commonly face: -Overburdened workforce -Increased demand for productivity -The need to reduce operational costs -The lack of specialized expertise in-house -Difficulty finding reliable remote staff We know that these problems can have a big effect on the growth and success of your business, which is why we're here to offer you complete remote staffing solutions. Whether you need customer service support, technical assistance, or a team of virtual assistants, we have the expertise to help you achieve your business goals.

Company details

Company typeLarge

IndustryOutsourcing & Offshoring

Company size1001 - 5000

Links

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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.