Business Operations Manager

4 days ago


Nelspruit, Mpumalanga, South Africa PG Glass Full time

About Us

PG Glass is the leading supplier of auto glass and building glass replacement services in Southern Africa. Our extensive network of over 110 Fitment Centres provides customers with quick access to reliable and high-quality service.

We strive to deliver exceptional customer experiences by leveraging our expertise, resources, and commitment to excellence. Our goal is to establish long-lasting relationships built on trust, reliability, and superior quality.

Job Summary

We are seeking a highly skilled Senior Customer Service Consultant to join our team. This role will be responsible for providing operational support and general business consultation to all customers and staff at one of our Fitment Centres.

Main Responsibilities

  1. Manage the front desk of a Fitment Centre by ensuring compliance to corporate identity, operating standards, and business processes and procedures.
  2. Process internal sales and administration to standard business practices, taking a guiding and leadership role in the absence of a Fitment Centre Manager.
  3. Liaise with customers to handle claims accurately and quickly, collect payments, and achieve daily key performance indicators.
  4. Ensure adherence to Best Administrative Practices when conducting administration to maintain stock control and ordering processes.
  5. Maximise productivity of fitters by utilising the scheduling system, maintaining targeted jobs per fit per day, and enabling the Fitment Centre to run to full capacity.
  6. Accurately order stock according to work schedules following buy-out procedures to prevent delays in rendering services.
  7. Secure end-of-day reports, analyse variances, and escalate discrepancies to manager to avoid financial losses.
  8. Upskill and develop counter staff through training needs identification, over-the-shoulder training, and liaison with management to achieve exceptional customer service.
  9. Identify potential detractors that may negatively affect Nett Promoter Scores, escalating them to manager to ensure business achievement of a Low Effort Customer Experience.


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