Senior Customer Service Consultant

7 days ago

Polokwane, South Africa PG Group (Pty) Ltd Full time

Senior Customer Service Consultant (Polokwane) – PG Group Join to apply for the Senior Customer Service Consultant (Polokwane) at PG Group role at PG Group (Pty) Ltd 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 escalated 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 escalated 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 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. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Other Industries Glass, Ceramics and Concrete Manufacturing #J-18808-Ljbffr

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