Customer Service Team Lead

3 days ago

Nelspruit, Mpumalanga, South Africa PG Glass Full time

About PG Glass

At PG Glass, we take pride in being the leading supplier of auto glass and building glass replacement services in Southern Africa. With over 110 Fitment Centres across the region, we provide customers with convenient access to high-quality service.

We are committed to delivering exceptional customer experiences by leveraging our expertise, resources, and dedication to excellence. Our goal is to build long-lasting relationships founded on trust, reliability, and superior quality.

Job Description

This Senior Customer Service Consultant position will be responsible for managing the front desk of a Fitment Centre. The ideal candidate will possess excellent interpersonal and telephonic skills, with the ability to analyse and institute improved methods in providing an efficient service to customers.

Main Objectives

  1. Contribute towards the achievement of Company goals by facilitating effective stock control procedures, generating sales, and adhering to Company processes that result in sustainable profitability and growth.
  2. Handle claims accurately and quickly by liaising with customers on correct excess amounts and collecting payments to ensure daily key performance indicators are achieved.
  3. Ensure adherence to Best Administrative Practices when conducting administration to maintain stock control and ordering processes.
  4. Utilise the scheduling system to maximise productivity of fitters, maintaining targeted jobs per fit per day and enabling the Fitment Centre to run to full capacity.
  5. Acknowledge job vacancies. Adhere and obey to any other reasonable work requests from PG Glass Management.
  6. Perform store counting tasks. Secure end of day and split reports, analyse all variances and escalate all discrepancies to manager to ensure processes have been adhered to and avoid financial losses.
  7. Develop subordinate staff. Ensure everyone has understood their duties before sending them home, Maintain the morale of the employees, and Check up on employee time off requests regularly.
  8. Take part in meetings like HR related discussions. Conduct initial interviews of applicants with company. Analyse information given by subordinate members and decide on corrective actions if necessary.
  9. Tell good or bad things about previous work experiences to help improve your current workplace environment to make it a better place to work.
  10. Improve ways to reduce inefficiencies and implement improvements to increase productivity within the workplace.

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