Contact Centre Agent- 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 a set of 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 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 to ensure business continuity. 

Critical job requirements 

Qualification(s) 

Grade 12 

Knowledge 

Computer literacy (MS Suite 

Customer Service Principles 

Business Communication Skills (written and verbal) 

Sales Principles 

Skills 

Problem Solving Skills 

Adaptability/Flexibility 

Resilience 

Listening Skills 

Planning and Organising 

Teamwork 

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: 2806