Customer Service Operations Manager

7 days ago


Nelspruit, Mpumalanga, South Africa PG Glass Full time

PG Glass, the leading supplier of auto glass and building glass replacement services in Southern Africa, is seeking a Senior Customer Service Consultant to manage the front desk of one of its Fitment Centres. This role involves providing professional operational support and general business consultation to customers and staff while ensuring compliance with corporate identity, operating standards, and business processes.

The ideal candidate will have 5 years of working experience with a strong focus on customer service, including at least 2 years of experience as a Customer Service Consultant within PG Glass. They should possess excellent interpersonal skills, telephonic skills, problem-solving skills, and business acumen. Leadership skills and knowledge of SAP are also essential for this role.

The main objectives of this position include contributing to the achievement of company goals by following effective stock control procedures, generating sales, managing cash effectively, and adhering to company processes. The consultant will also be responsible for handling claims accurately and quickly, processing internal sales to standard business practices, and utilizing scheduling systems to maximize productivity.

This role requires a high level of product knowledge within the automotive and building glass industry. The successful candidate will be expected to upsell and develop counter staff, identify potential detractors that may negatively affect Nett Promoter Scores (NPS), and escalate any discrepancies to management.

To succeed in this role, the candidate should have a Grade 12 qualification, General Management/Supervisory Development Certificate, functional knowledge of SAP, and computer literacy. Excellent communication skills and the ability to work well under pressure are also required.



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