Closes:15 July 2018
About the Position
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
Customer / Client Service:
Manage all counter sales by giving relevant advice to customers in the most professional manner – telephonically and face-to-face.
Ensure that you handle all customer complaints and get advice from the Service Centre Manager 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 collect payment.
Advise the customer when the vehicle will be ready for collection and communicate with the customer on any delays.
Follow up on any possible leads and faxes, do telesales and give accurate quotations to customers. Ensure that each cash lead is loaded on DPS for traceability and report functionality.
Ensure that the Best Administrative Practice is always adhered to when conducting administration.
Ensure that you liaise with the Senior CSC every morning to work through and plan the action needed on all DPS incompletes, Denied claims, Invalid claims and cash claims.
Ensure that you receive the correct cash from the customer and that all cash is handled in a controlled manner by locking it in the cash register or safe always according to the Best Administrative Practice.
Ensure that you follow up on insurance authorizations and that you received the correct authorization code.
Complete the Vehicle Inspection Certificate (VIC) as accurately as possible.
Ensure that the filing is done accurately daily to be able to track documents quickly as and when required.
Process all PG Call Centre requests.
Ensure that the Q1 (works order) document is completed in full and signed off by the Customer where needed.
Liaise with and assist fellow Service Consultants to ensure that you provide aid in the areas of concern.
Communicate to Fitters about jobs to be done, internal and external
Ensure that the Mobile Fitters have the correct information, i.e. location, insurance and access for dispatching.
Utilize the scheduling system in the Service Centre and ensure that the Client receives an SMS as confirmation of all that was agreed on during the booking conversation.
Check each Q1 report and ensure that it is entered, completed in full and with an invoice number.
Ensure accurate buy-out procedures are followed and that cross-reference invoicing is done correctly.
Attendance Control & General Duties:
Adhere and obey any other requests and instructions from PG Glass Management such as reasonable requests to work overtime as and when required.
Responsibility to report on any fraud to KPMG
Implement and drive you own self-development plan and avail yourself for promotional opportunities.
Any other work-related task.
Further Educational Training (FET) /Technical Vocational Educational Training (TVET) qualification
Previous work experience in customer and/or service environments advantageous
A high level of product knowledge within the automotive and building glass industry will be advantageous
A strong focus on customer service
Fluency in English (verbal & written)
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
Self-motivating and independent
Ability to work under pressure
Professional approach to business
Customer service driven
The ability to be mobile within geographical area
The ability to travel independently up to 1 week per trip
The ability to work shifts