Senior Customer Service Consultant 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 to corporate identity, operating standards and business processes and procedures.  To ensure that all internal sales are processed and administered to standard business practices and taking a guiding and leadership role in the abcense of a Fitment Centre Manager.

Main Objective

• Contribute towards the achievement of Company budgets by following and facilitating effective stock control procedures, generating sales, effective cash management and strict adherence to Company processes that will result in sustainable profitability and growth.
• To handle the processing of claims accurately and quickly by liaising with the customer on the correct excess amounts and collect payments 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 adhered to and customers have the ultimate low effort experience.
• Utilise the scheduling system in the Service Centre, maximising the productivity of fitters, in order to maintain the targetted jobs per fit per day, enabling the Fitment Centre to run to full capacity and customers' expectations are managed.
• To accurately order stock according to work schedules following the buy-out procedures to ensure that there are no delays in rendering services to customers to maintain the highest standard possible.
• Adhere and obey to any other reasonable work requests from PG Glass Management.
• Secure end of day and split reports, analyse all variances  and escalate all  discrepencies to manager so as to ensure processes have been adhered to, and to avoid financial losses.
• To upskill and develop counter staff by identifying training needs, conducting and facilitating over-the-shoulder training and liaising with management so as to ensure exceptional customer service is achieved (low effort experience) through skills building and knowledge sharing.
• Identify and escalate any potential detractors which may negatively affect the targeted Nett Promoter Scores (NPS), which in turn would affect the Fitment Centre's KPI's and business achievement of a Low Effort Customer Experience.

Critical job requirements

Qualification(s)

• Grade 12
• General Management 4 / Supervisory Development Certificate

Knowledge

• Functional knowledge of SAP
• Computer Literacy
• Excellent Custormer Service
• High level of product knowledge within the automotive and building glass industry

Skills

• Excellent Interpersonal Skills
• Excellent Telephonic Skills
• Problem Solving Skills
• Analyse and institute improved methods in providing an efficient service to customers
• Business Acument
• Leadership Skills
• Must be a self-starter

Experience

• 5 years working experience with a strong focus on customer service
• At least 2 years Fitment Centre Experience within PG Glass as a Customer Service Consultant