Admin & Customer Service Specialist | Remote - US. EST Hours

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.