Senior Customer Service Consultant (George) at PG Group

Main Job Purpose

• To manage the front desk of a Fitment Centre by providing professional operational support and general business guidance to customers and staff. The role ensures compliance with corporate identity, operating standards, business processes, and procedures. The incumbent is responsible for the accurate processing and administration of all internal sales and assumes a guiding and leadership role in the absence of the Fitment Centre Manager.

Main Objectives

• Contribute to the achievement of company budgets through effective stock control, sales generation, sound cash management, and strict adherence to company processes to ensure sustainable profitability and growth.
• Accurately and timeously process claims by liaising with customers regarding correct excess amounts and collecting payments to meet daily KPIs and prevent financial losses.
• Ensure best administrative practices are consistently applied, particularly regarding stock control and ordering processes, to deliver a low-effort customer experience.
• Effectively utilise the service centre scheduling system to maximise fitter productivity, achieve targeted jobs per fitter per day, and manage customer expectations.
• Accurately order stock in line with work schedules and buy-out procedures to prevent service delays and maintain high service standards.
• Adhere to and carry out any other reasonable work-related instructions from PG Glass Management.
• Secure end-of-day and split reports, analyse variances, and escalate discrepancies to management to ensure compliance and minimise financial risk.
• Upskill and develop counter staff by identifying training needs, providing over-the-shoulder coaching, and liaising with management to enhance customer service through skills and knowledge sharing.
• Identify and escalate potential service detractors that could negatively impact Net Promoter Scores (NPS), KPIs, and the overall low-effort customer experience.

Critical Job Requirements
Qualifications

• Grade 12
• General Management Level 4 / Supervisory Development Certificate

Knowledge

• Functional knowledge of SAP
• Computer literacy
• Excellent customer service knowledge
• Strong product knowledge within the automotive and building glass industry

Skills

• Excellent interpersonal and communication skills
• Strong telephonic skills
• Problem-solving and analytical skills
• Ability to identify and implement improved service methods
• Business acumen
• Leadership skills
• Self-starter with high levels of initiative

Experience

• Minimum of 5 years’ work experience with a strong customer service focus
• At least 2 years’ Fitment Centre experience within PG Glass as a Customer Service Consultant