Customer Service Consultant - PG Glass (Louis Trichardt) at PG Group

Main Job Purpose

• To manage the front desk of a Fitment Centre by providing professional operational support and general business consultation to all customers and staff, whilst ensuring compliance with corporate identity, operating standards, and business processes and procedures. To ensure that all internal sales are processed and that the correct money is collected.

Main Objectives

• Manage and follow up on all counter sales (face-to-face and telephonic) by giving relevant advice to customers in the most professional manner to ensure all sales are closed, budgets and Nett Promoter Scores (NPS) targets are achieved, contributing to the growth of the business.
• Handle the processing of claims accurately and quickly by liaising with the customer on the correct excess amount and collect payment to ensure that daily key performance indicators are achieved and to avoid any financial losses to the business.
• Ensure that the best administrative practices are always adhered to when conducting administration in order to ensure stock control and ordering processes are followed, giving customers the ultimate low-effort experience.
• Utilise the scheduling system in the Service Centre to maximise the productivity of Fitters, ensuring targeted jobs per fit per day are achieved, the Fitment Centre runs at full capacity, and customer expectations are managed.
• Accurately order stock according to work schedules, following the buy-out procedures to avoid delays in rendering services to customers and maintain the highest possible standard.
• Adhere and comply with any other reasonable work requests from PG Glass Management.

Critical Job Requirements

Qualification(s)

• Matric

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 (handling and interacting with customers, staff, colleagues, franchisees, and suppliers)
• Analyse and improve service delivery methods
• Strong telephonic communication