Senior Customer Service Consultant (Polokwane) at PG Group

Main Objectives

• Contribute to achieving Company revenue targets through effective stock control, sales generation, accurate cash management, and adherence to Company policies that support profitability and growth.
• Accurately process insurance claims by determining correct excess amounts, collecting payments, and ensuring key performance indicators (KPIs) are met to avoid financial losses.
• Maintain best administrative practices to ensure seamless stock control, ordering processes, and exceptional customer experiences.
• Optimise the scheduling system to maximise fitter productivity and job throughput, maintaining service delivery at full capacity.
• Place accurate stock orders based on scheduled jobs, following buy-out procedures to avoid service delays.
• Complete and secure end-of-day and split reports, analyse variances, and escalate discrepancies to management to mitigate financial risks.
• Identify and address training needs of counter staff, deliver hands-on training, and engage with management to foster skills development and enhance customer service delivery.
• Monitor and escalate any issues that may impact Net Promoter Scores (NPS) or compromise the low-effort customer experience expected by the business.

Critical Job Requirements

Qualifications

• Matric
• Certificate in General Management Level 4 or Supervisory Development

Knowledge

• Proficiency in SAP and other relevant software systems
• Strong customer service orientation
• Comprehensive knowledge of automotive and building glass products

Skills

• Strong interpersonal and telephonic communication
• Analytical problem-solving ability
• Business acumen with a focus on efficiency
• Leadership and coaching capabilities
• Proactive, self-motivated mindset

Experience

• Minimum of 5 years’ experience in a customer-focused environment
• At least 2 years' experience in a PG Glass Fitment Centre as a Customer Service Consultant