Senior Customer Service Consultant (Polokwane) at PG Group

PG Group (Pty) Ltd; Polokwane; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading supplier of glass products in Polokwane is seeking a Customer Service Consultant to manage front desk operations at a Fitment Centre. The role involves ensuring compliance with corporate standards, processing insurance claims, and enhancing customer experience. Candidates should have a Matric and a relevant management certificate, with at least 5 years of customer service experience, including 2 years in a similar role. This position offers an opportunity to contribute to company revenue targets and develop customer service skills.

Qualifications

• Must have at least 5 years' experience in a customer-focused environment.
• At least 2 years' experience in a PG Glass Fitment Centre as a Customer Service Consultant.

Responsibilities

• Manage the front desk of a Fitment Centre and provide operational support.
• Ensure compliance with corporate standards and processes.
• Contribute to achieving company revenue targets.
• Process insurance claims accurately to meet KPIs.
• Maintain administrative practices for stock control and customer experience.
• Optimise scheduling for fitter productivity.
• Complete end-of-day reports and manage discrepancies.
• Deliver training for counter staff and enhance customer service.
• Monitor issues impacting customer satisfaction metrics.

Skills

Interpersonal and telephonic communication

Analytical problem-solving

Efficiency-focused business acumen

Leadership and coaching capabilities

Proactive mindset

Education

Matric

Certificate in General Management Level 4 or Supervisory Development

Tools

SAP

Job description

PG Glass is the leading supplier of auto glass and building glass replacement services in Southern Africa. Over 110 Fitment Centres are available to replace or repair auto glass, PG Glass Medic® chip repair, windscreen wipers, TempSecure windows and replace glass in homes and buildings. A 24 hour contact centre is available to serve customers and process insurance claims. PG Glass fit only genuine Shatterprufe®, Safevue®, OE glass, Armourplate®, LLumar® and PG SmartGlass® products.

Main Purpose

To effectively manage the front desk of a Fitment Centre by providing professional operational support and customer consultation, ensuring full compliance with corporate identity standards, operational procedures, and business processes. This role includes overseeing internal sales processing and providing leadership in the absence of the Fitment Centre Manager.

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 elevate 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 elevate 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 capabilitiesProactive, 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

PG Group, and its subsidiaries, are committed to the principles of employment equity and as such are equal opportunity employers. Qualified applicants who apply for any vacancies will be considered with due consideration based on fairness and equity. Factors such as race, ethnicity, religion, sexual orientation, gender identity, national origin or disability are not considered exclusively and are not determinative of any appointments made by PG Group or its subsidiaries.