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 strategy to ensure the achievement of set Key Performance Indicators (KPIs).
Main Objectives - Provide exceptional customer service by maintaining quality service levels in line with KPIs 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 root cause analysis and implementing preventative measures to avoid recurrence.
- Ensure compliance with administrative Standard Operating Procedures (SOPs) by timeously submitting required reports, managing and updating information on the Customer Relationship Management (CRM) System, and conducting necessary research.
- Maintain established and professional networks with key stakeholders to ensure business continuity.
Critical Job Requirements
Qualifications
Knowledge
- Computer literacy (MS Office Suite)
- Business communication skills (written and verbal)
- Customer service principles
- Sales principles
Skills
- Attention to detail
- Listening skills
- Problem-solving skills
- Planning and organising
- Adaptability/Flexibility
- Teamwork
- Resilience
- Telephony system proficiency
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: 2202
