Contact Centre Agent - PG Glass (Bedfordview)

PG Glass

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 job purpose

Provide exceptional customer service to all PG Glass customers both internal and external in line with the Company’s High Performance Network strategy  so as to ensure the achievement of set Key Performance Indicators.

Main Objective

• Provide exceptional customer service, by maintaining quality service levels in line with Key Performance Indicators, through efficient and effective multi channel claims handling end to end.

• Maximise Contact Centre sales by upselling and converting leads to sales in line with the PG Glass Strategy. 

• Manage and resolve customer complaints by conducting a root cause analysis and implementing preventative measures so as to avoid reoccurrence. 

• Ensure compliance to admin Standard Operating Procedures by timeously submitting required reports, managing and updating information on Customer Relationship Management System and researching required information. 

•Maintain  established and professional networks with key stakeholders so as to ensure business continuity.

Critical job requirements

Qualification(s)    
• Grade 12    

Knowledge    

• Computer literacy (MS Suite)
• Business Communication Skills (written and verbal)
• Customer Service Principles   
• Sales Principles    

Skills    

• Attention to detail
• Listening Skills
• Problem Solving Skills
• Planning and Organising
• Adaptability/Flexibility
• Team Work
• Resillience
• Telephony System    

Experience        
•    1-3 Years Contact Centre Experience    

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 of fairness and equity. Factors such as race, ethnicity, religion, sexual orientation, gender identity, national origin or disability are not consider exclusively and are not determinative of any appointments made by PG Group or its subsidiaries.

Requisition ID: 3061