Main Job Purpose
To provide first-tier customer engagement (telephonically or at the service desk) at a PG Glass site by delivering professional support and advice, offering Value-Added Products and Services (VAPS), converting sales opportunities, and following standard business processes, procedures, and standards. The role focuses on resolving customer glass-related concerns with care, attention to detail, and a positive brand experience.
Main Objectives
- Provide an exceptional customer experience and achieve Net Promoter Score (NPS) targets through friendly, professional, and efficient service for every customer’s glass-related need.
- Provide accurate advice and feedback to customers to maximise sales conversion opportunities while adhering to system and process standards.
- Ensure best administrative practices are followed when conducting administration and sales execution to support:
- Accurate excess payment advice
- Accurate stock and consumable procurement and control
- Effective scheduling and communication
- A low-effort customer experience
- Utilise business systems and processes according to standard requirements to maximise:
- Resource productivity
- Sales conversions
- Customer engagement
- Sales performance measures
- NPS performance measures
- Fitment Centre capacity utilisation
- Customer expectation management
- Actively pursue personal and professional development by participating in training and development initiatives and maintaining up-to-date business process knowledge and skills.
- Ensure professional conduct that is always aligned with PG Glass values and complies with all reasonable work-related requests from management and leadership in support of a premium, trusted, and respected brand.
Critical Job RequirementsQualifications
Knowledge
- Computer literacy
- Excellent telephonic skills
- Excellent interpersonal skills
- Excellent customer service skills
Skills
- Microsoft Office proficiency (particularly Outlook and Excel)
- Problem identification and resolution
- Strong interpersonal communication skills
- Ability to interact effectively with customers, staff, colleagues, franchisees, and suppliers
- Ability to analyse and implement improved service methods
- Excellent telephonic communication skills
- Proficient in English (spoken, written, and reading)
- Sales and product offering capability
Experience
- Minimum of 3 years’ working experience with a strong focus on customer service
Work Location: In person
