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.