Work Integrated Learning - Contact Centre Trainee (Gauteng)

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

CONTACT CENTRE TRAINEE

SCOPE and PURPOSE OF THE ROLE: To manage the front desk of a service centre by providing professional operational support and general business consultation to all customers and staff. Special emphasis should be to ensure compliance with corporate identity and the correct advice is given to customers. To ensure that all internal sales are processed and that the correct money is collected. To be fully familiar with all products sold by PG Glass.

Key responsibilities 

Customer Service:

• Manage all counter sales by giving relevant advice to customers in the most professional manner telephonically.  
• Ensure that you handle all customer complaints and get advice from the Fitment Centre Manager/Senior CSC and or the Credit Controller/ Branch Administrator as and when required.
• Handle the processing of claims accurately and quickly by liaising with the customer on the correct excess amount and collecting payment.
• PG Values: Keep your promises, friendly service, go extra mile, be empathetic.

      Administration:

• Ensure Adherence to Company Policy and Procedures including BAP and other relevant process documents.
• Check the ‘on hold’ ‘rejected invoices’ and ‘incompletes’ of the previous day before entering any new transactions on the system of the Fitment Centre. Ensure reminders and notes are used to ensure proper reasons and actions are noted on the follow-ups.
• Process all PG Call Centre requests, i.e. incompletes, cash jobs and quotes.
• Collate full and accurate set of paperwork per transaction.
• Action the controls on digicall, i.e. branch on holds, invalid and denied claims.
• Complete todays work today.

     Sales:

• Record all leads (in DPS) and follow through the actions: ensure quoted, customer requirements, & follow through to acceptance.
• Increase conversions in the Fitment Centre (report on conversion rates daily).
• Follow up on any possible leads and faxes, do telesales and give accurate quotations to customers.
• Read and understand all National Deal Procedures & amendments and adhere to same.
• Upsell: be aware of, informed and able to upsell.
• Follow adherence to National Deal Procedure.
• Review all leads and non-converted claims for actions to improve cash conversions rates.
• Provide quotes to customers utilizing yu

   Stock Control:

• N/A.

Debtors:

• Ensure that the proper cash amount is properly communicated and agreed with the customer. This must be communicated formally to the Fitment Centre to ensure correct collection.

Technical:

• Ensure that you are familiar with the latest PG Group computer program / SAP system.

Attendance & General Duties:

• Comply with all other reasonable work related requests and instructions as may be received from time to time including reasonable requests to work overtime as and when required.
• Responsibility to report on any fraud or illicit / non-compliant behaviour to the Company fraud hotline or senior manager.
• Comply with policies, procedures, standards and actively participate in operational initiatives.

Educational background:

• Minimum grade 12. 
• TVET qualification. 

Experience:

•  Sales experience (advantageous). 
• A high level of product knowledge within the automotive glass industry.
• A strong focus on customer service

Skills:

• Computer literate is imperative.
• SAP experience would be an advantage.
• Identify and solve problems.
• Excellent interpersonal skills – effective in handling and interacting with customers, staff, colleagues, franchisees and suppliers.
• Analyze and institute improved methods in providing an efficient service to the customer.
• Good human relations and good communication skills (verbal & written).
• Good telephonic skills.

Attributes:

• Self-motivated and independent.
• High energy.
• Ability to work under pressure.
• Professional approach to business.
• Customer service driven.
• Complete today’s work today.

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: 1882