About the position
Introduction
Customer Service Consultant - PG Glass
Main job purpose:
To provide first tier customer engagement (phone or desk) at a PG Glass site by providing professional support and advice, offering VAPS, converting sales opportunities and following standard business processes, procedures and standards toward solving customer glass problems with real care, with attention to detail and positive Brand experience.
Duties & Responsibilities
- Provide a great customer experience, achieving NPS targets, through friendly, professional and efficient servicing of every customer's glass related problem.
- Provide accurate advice and feedback to customers toward converting every sales opportunity while adhering to system and process standards.
- Ensure that the best administrative practices are always adhered to when conducting administration and sales execution in order to ensure accurate excess payment advice, accurate stock and consumable procurement and control, clear scheduling and communication toward a low effort customer experience.
- Utilise the business systems and processes according to standard requirements to maximise resource productivity, conversion measures, customer engagement, sales measures, NPS measures toward ensuring the Fitment Centre is running to full capacity and customers' expectations are managed.
- Actively pursue personal and professional development and excellence by keeping abreast of training & development interventions and requirements, and business process related knowledge and skills, enabling high skill and capability levels, engagement and progression.
- Ensure professional conduct that is at all times aligned to PG Values and that adhere and comply to any reasonable work-related requests from PG Glass management/leadership in pursuit of a premium, trusted and respected brand.
Desired Experience & Qualification
Critical job requirements
Qualification(s):
Knowledge:
- Computer Literacy.
- Excellent Telephonic Skills.
- Excellent Interpersonal Skills.
- Excellent Customer Service.
Skills:
- Microsoft Office (especially Outlook and Excel).
- Identify and solve problems.
- Interpersonal communication skills - handling and interacting with customers, staff, colleagues, franchisees and suppliers.
- Analyse and institute improved methods in providing an efficient service to customers.
- Telephonic skills.
- English literate (speak, read and write with confidence).
- Sales / offering of product.
Experience:
- 3 years working experience with a strong focus on customer service.
