Senior Customer Service Consultant - Boksburg

Pggroup; Gauteng; On-site; ZAR 250,000 - 350,000; Full time

Job summary

A leading company in the glass supply industry is seeking a Senior Customer Service Consultant in Boksburg. This role entails managing front desk operations, processing insurance claims, and ensuring adherence to corporate standards. The ideal candidate will have extensive customer service experience and strong leadership skills, contributing to effective stock control and customer satisfaction.

Qualifications

• 5 years of customer service experience required.
• 2 years at PG Glass as a Customer Service Consultant in a Fitment Centre.
• Knowledge in automotive and building glass industries is essential.

Responsibilities

• Manage the front desk of a Fitment Centre providing operational support.
• Process insurance claims and maintain best administrative practices.
• Upskill staff to ensure exceptional customer service.

Skills

Customer service

Problem solving

Interpersonal skills

Leadership

Education

Grade 12 qualification

Management and supervisory development certification

Tools

SAP

Job description

Join to apply for the Senior Customer Service Consultant - Boksburg role at PG Group (Pty) Ltd.

PG Glass is the leading supplier of auto glass and building glass replacement services in Southern Africa.

Our services include auto glass replacement and repair at Fitment Centres, PG Glass Medic chip repair, windscreen wipers, TempSecure windows, and glass replacement in homes and buildings.

We operate a 24-hour contact centre to serve customers and process insurance claims.

PG Glass exclusively uses genuine products such as Shatterprufe, Safevue, OE glass, Armourplate, LLumar, and PG SmartGlass.

Main Job Purpose

To manage the front desk of a Fitment Centre by providing professional operational support and general business consultation to customers and staff, ensuring compliance with corporate standards, operating procedures, and business processes.

To ensure all internal sales are processed according to standard practices, taking a leadership role in the absence of a Fitment Centre Manager.

Main Objectives

• Contribute to company budgets through effective stock control, sales generation, cash management, and adherence to processes for profitability and growth.
• Process insurance claims accurately and promptly, liaising with customers on excess amounts and collecting payments to meet KPIs and prevent financial losses.
• Maintain best administrative practices for stock control and customer experience.
• Utilise scheduling systems to maximize productivity and ensure customer expectations are met.
• Order stock accurately according to work schedules and procedures to prevent delays.
• Follow management instructions and escalate discrepancies to prevent financial losses.
• Upskill staff through training and knowledge sharing to ensure exceptional customer service.
• Identify and address potential issues affecting customer satisfaction and business KPIs.

Critical Job Requirements

• Grade 12 qualification
• Management and supervisory development certification
• Knowledge of SAP and computer literacy
• Excellent customer service and product knowledge in automotive and building glass industries
• Interpersonal and telephonic skills, problem-solving, business acumen, leadership

Experience

• Minimum 5 years of customer service experience, with at least 2 years at PG Glass as a Customer Service Consultant in a Fitment Centre.

PG Group and its subsidiaries promote employment equity and are committed to fair hiring practices, considering applicants without bias regarding race, ethnicity, religion, sexual orientation, gender identity, national origin, or disability.