Contact Centre Agent- Bedfordview at PG Group

About the position

PG Glass

PG Glass is the leading supplier of auto glass and building glass replacement services in Southern Africa. Over 110 Fitment Centres are available to replace or repair auto glass, PG Glass Medic® chip repair, windscreen wipers, TempSecure windows and replace glass in homes and buildings. A 24 hour contact centre is available to serve customers and process insurance claims. PG Glass fit only genuine Shatterprufe®, Safevue®, OE glass, Armourplate®, LLumar® and PG SmartGlass® products

Main job purpose

Provide exceptional customer service to all PG Glass customers, both internal and external, in line with the Company's High Performance Network strategyso as to ensure the achievement of a set of Key Performance Indicators.

Main Objective

• Provide exceptional customer service, by maintaining quality service levels in line with Key Performance Indicators, through efficient and effective multi-channel claims handling end to end.
  

• Maximise Contact Centre sales by upselling and converting leads to sales in line with the PG Glass Strategy.
  

• Manage and resolve customer complaints by conducting a root cause analysis and implementing preventative measures to avoid reoccurrence.
  

• Ensure compliance to admin Standard Operating Procedures by timeously submitting required reports, managing and updating information on Customer Relationship Management System and researching required information.
  

• Maintain established and professional networks with key stakeholders to ensure business continuity.
  

Critical job requirements

Qualification(s)

Grade 12

Knowledge

Computer literacy (MS Suite

Customer Service Principles

Business Communication Skills (written and verbal)

Sales Principles

Skills

Problem Solving Skills

Adaptability/Flexibility

Resilience

Listening Skills

Planning and Organising

Teamwork

Telephony System

Experience

1-3 Years Contact Centre Experience

PG Group, and its subsidiaries, are committed to the principles of employment equity and as such are equal opportunity employers. Qualified applicants who apply for any vacancies will be considered with due consideration based on of fairness and equity. Factors such as race, ethnicity, religion, sexual orientation, gender identity, national origin or disability are not consider exclusively and are not determinative of any appointments made by PG Group or its subsidiaries.

Requisition ID: 2806