PG Group Work Integrated Learning – Contact Centre Trainee

PG Group Work Integrated Learning – Contact Centre Trainee

Location: GT, ZA

Company: PG Group

PG Glass

PG Glass is the leading supplier of auto glass and building glass replacement services in Southern Africa. Over 110 Fitment Centres provide car glass replacement or repair, PG Glass Medic® chip repair, windshield wipers, TempSecure windows, and glass replacement in houses and buildings.

A 24-hour contact centre is available to assist consumers and process insurance claims. PG Glass only accepts genuine Shatterprufe®, Safevue®, OE glass, Armourplate®, LLumar®, and PG SmartGlass® products.

CONTACT CENTRE TRAINEE

SCOPE and PURPOSE OF THE ROLE: To oversee the front desk of a service center, offering expert operational assistance and general business consulting to all clients and employees. Special attention should be placed on ensuring corporate brand compliance and providing appropriate consumer guidance.

To guarantee that all internal sales are handled and the appropriate funds are collected. To be conversant with all of PG Glass’s goods.

Key Responsibilities

Customer Service:

  • Manage all counter sales by giving relevant advice to customers in the most professional manner telephonically.
  • Ensure that you handle any client concerns and seek guidance from the Fitment Centre Manager/Senior CSC and/or the Credit Controller/Branch Administrator as needed.
  • Handle claim processing properly and swiftly by coordinating with the customer to determine the exact excess amount and collect payment.
  • PG Values: Keep commitments, provide polite service, go the additional mile, and be compassionate.

Administration:

  • Ensure compliance with company policies and procedures, including the BAP and other related process papers.
  • Check the previous day’s ‘on hold’,’rejected invoices’, and ‘incompletes’ before entering any new transactions into the Fitment Centre’s system.
  • Use reminders and notes to ensure that relevant explanations and actions are recorded on 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 on the actions: quote, customer requirements, and acceptance.
  • Increase conversions in the Fitment Centre (daily conversion rate reports).
  • Follow up on any potential leads and faxes, do telesales, and provide accurate quotes 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

Debtors:

Ensure that the correct monetary amount is correctly conveyed and agreed upon with the consumer. This must be explicitly informed to the Fitment Centre to guarantee proper collection.

Technical:

Make sure you are familiar with the most recent PG Group computer software / 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.
  • It is your responsibility to report any fraud or illegal / non-compliant behavior to the Company’s fraud hotline or a senior management.
  • Comply with policies, procedures, and standards while actively participating in operational activities.

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 – capable of dealing and engaging with clients, employees, colleagues, franchisees, and suppliers.
  • Analyze and implement better strategies for offering efficient service to customers.
  • Good interpersonal interactions and communication abilities (verbal and 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.

The PG Group and its subsidiaries are dedicated to the principles of employment fairness and hence are equal opportunity employers.

Qualified individuals who apply for any openings will be given proper consideration based on fairness and equity.

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

Requisition ID: 1882

Click here to apply

Good luck for your applications!

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