Senior Customer Service Consultant (Polokwane)

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 Purpose

To effectively manage the front desk of a Fitment Centre by providing professional operational support and customer consultation, ensuring full compliance with corporate identity standards, operational procedures, and business processes. This role includes overseeing internal sales processing and providing leadership in the absence of the Fitment Centre Manager.

Main Objectives

Contribute to achieving Company revenue targets through effective stock control, sales generation, accurate cash management, and adherence to Company policies that support profitability and growth.

Accurately process insurance claims by determining correct excess amounts, collecting payments, and ensuring key performance indicators (KPIs) are met to avoid financial losses.

Maintain best administrative practices to ensure seamless stock control, ordering processes, and exceptional customer experiences.

Optimise the scheduling system to maximise fitter productivity and job throughput, maintaining service delivery at full capacity.

Place accurate stock orders based on scheduled jobs, following buy-out procedures to avoid service delays.

Complete and secure end-of-day and split reports, analyse variances, and escalate discrepancies to management to mitigate financial risks.

Identify and address training needs of counter staff, deliver hands-on training, and engage with management to foster skills development and enhance customer service delivery.

Monitor and escalate any issues that may impact Net Promoter Scores (NPS) or compromise the low-effort customer experience expected by the business.

Critical Job Requirements
Qualifications

Matric

Certificate in General Management Level 4 or Supervisory Development

Knowledge

Proficiency in SAP and other relevant software systems

Strong customer service orientation

Comprehensive knowledge of automotive and building glass products

Skills

Strong interpersonal and telephonic communication

Analytical problem-solving ability

Business acumen with a focus on efficiency

Leadership and coaching capabilities

Proactive, self-motivated mindset

Experience

Minimum of 5 years’ experience in a customer-focused environment

At least 2 years' experience in a PG Glass Fitment Centre as a Customer Service Consultant

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.