Customer Service Consultant at PG Group

PG Group (Pty) Ltd; Cape Town; On-site; ZAR 20 000 - 40 000; Full time

Job summary

An established industry player is seeking a Customer Service Consultant to enhance customer engagement at PG Glass. This role focuses on delivering exceptional service, converting sales opportunities, and ensuring a seamless customer experience. The ideal candidate will possess strong telephonic and interpersonal skills, with a commitment to professional development and adherence to company values. Join a dynamic team dedicated to providing top-notch solutions for customers' glass-related needs and be part of a respected brand that values excellence and customer satisfaction.

Qualifications

• Grade 12 qualification is essential.
• 3 years of customer service experience required.

Responsibilities

• Provide excellent customer service and achieve NPS targets.
• Ensure adherence to administrative practices for efficient service.

Skills

Computer Literacy

Telephonic Skills

Interpersonal Communication

Problem Solving

Sales Skills

Microsoft Office (Outlook, Excel)

Customer Service

Education

Grade 12

Tools

Microsoft Office

Job description

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)

• Grade 12.
  
  

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.