Website PG Group
PG is the name for glass in Southern Africa. Established in Cape Town in 1897, the group produces, distributes and installs automotive glass, building glass, aluminium frames and window film solutions. The PG Group is a significant worldwide player. The PG Group is committed to investing in South… read more Africa and people. All companies in the group participate actively in social responsibility programmes. PG Group has also taken the lead in furthering black economic empowerment in the glass industry. And our Operations comply with the highest international safety, quality and environmental standards.
Main job purpose
To provide first tier customer engagement (phone or desk) at a PG Glass site by providing professional support and advice, offering VAPS, converting sales opportunities and following standard business processes, procedures and standards toward solving customer glass problems with real care, with attention to detail and positive Brand experience.
Main Objective
Provide a great customer experience, achieving NPS targets, through friendly, professional and efficient servicing of every customers glass related problem.
Provide accurate advice and feedback to customers toward converting every sales opportunity while adhering to system and process standards.
Ensure that the best administrative practices are always adhered to when conducting administration and sales execution in order to ensure accurate excess payment advices, accurate stock and consumable procurement and control, clear scheduling and communication toward a low effort customer experience.
Utilise the business systems and processes according to standard requirements to maximise resource productivity, conversion measures, customer engagement, sales measures, NPS measures toward ensuring the Fitment Centre is running to full capacity and customers’ expectations are managed .
Actively pursue personal and professional development and excellence by keeping abreast of training & development interventions and requirements, and business process related knowledge and skills, enabling high skill and capability levels, engagement and progression.
Ensure professional conduct that is at all times aligned to PG Values and that adhere and comply to any reasonable work related requests from PG Glass management/leadership in pursuit of a premium, trusted and respected brand.
Critical job requirements
Qualification(s)
Grade 12
Knowledge
Computer Literacy
Excellent Telephonic Skills
Excellent Interpersonal Skills
Excellent Customer Servic
Skills
Microsoft Office (especially Outlook and Excel)
Identify and solve problems
Interpersonal communication skills – handling and interacting with customers, staff, colleagues, franchisees and suppliers
Analyse and institute improved methods in providing an efficient service to customers
Telephonic skills
English literate (speak, read and write with confidence)
Sales / offering of product
Experience
2 years working experience with a strong focus on customer service
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