Job Title: Customer Service Consultant
Employer: PG Glass (a division of PG Group)
Reference Number: N/A
Closing Date: Not Specified (Apply Immediately)
Location: Klerksdorp, North West Province, South Africa
Job Type: Permanent
Industry: Automotive Glass Repair, Fitment, and Retail
About PG Glass and the PG Group:
PG Glass operates as the foremost network of automotive glass fitment centres across South Africa, renowned for its Shatterprufe windscreens and Armourplate toughened glass products. As a flagship division of the PG Group, a major force in the South African industrial landscape, the company also leads the market in the repair and installation of building and architectural glazing solutions throughout Southern Africa. This role places the successful candidate at the operational heart of a trusted national brand known for technical expertise and customer service excellence.
Job Purpose:
To assume full responsibility for the professional management and operational efficiency of the Fitment Centre’s front desk. The role is central to driving sales, ensuring meticulous administrative and financial control, and delivering a consistently superior and low-effort customer experience that aligns with strict corporate identity standards, operating procedures, and business performance targets. The consultant acts as the primary point of contact, embodying the PG Glass brand to all walk-in and telephonic customers.
Minimum Requirements:
· Education: A completed Grade 12 / Matric certificate is a mandatory requirement.
· Experience: Proven experience in a front desk, customer service, or sales administration role, preferably within a retail, automotive, or fast-paced service environment.
· Knowledge: Demonstrable knowledge of professional customer service principles, telephonic etiquette, and interpersonal engagement.
· Skills: Practical computer literacy is essential.
· Attributes: High levels of integrity and ethics, as explicitly stated by the employer. A strong problem-solving orientation and the ability to work effectively under pressure.
Key Performance Areas and Core Responsibilities:
- Sales Management and Customer Advisory:
· Proactively manage and follow up on all counter sales interactions, both face-to-face and telephonic.
· Provide accurate, professional, and relevant technical and service advice to customers to guide purchasing decisions and close sales effectively.
· Contribute directly to the achievement of the Fitment Centre’s sales budgets and Net Promoter Score (NPS) targets by ensuring exceptional service delivery at every touchpoint.
- Claims Processing and Financial Administration:
· Accurately and efficiently process customer insurance claims, liaising directly with clients to confirm and collect the correct excess payment.
· Ensure all financial transactions are handled with precision to avoid losses and meet daily key performance indicators for cash handling and reconciliation.
- Operational Administration and Stock Control:
· Execute all administrative duties adhering to the company’s best practice standards.
· Manage stock control processes, including the accurate ordering of parts and materials based on work schedules, following established buy-out procedures to prevent service delays.
· Maintain meticulous record-keeping to support inventory accuracy and operational fluidity.
- Service Centre Scheduling and Productivity Optimization:
· Utilize the company’s scheduling system to efficiently plan and allocate jobs to the Fitter team.
· Maximize fitter productivity by ensuring a full and optimized daily schedule, aiming to achieve targeted jobs-per-fit metrics.
· Proactively manage customer expectations regarding service times and keep all parties informed of scheduling developments.
- Compliance and Team Support:
· Uphold and promote the company’s corporate identity, operating standards, and procedural compliance in all front-of-house activities.
· Adhere to any other reasonable instruction from PG Glass management to support the overall functioning and objectives of the Fitment Centre.
Required Competencies and Skills:
· Technical Proficiency: Competence in Microsoft Office Suite, particularly Outlook and Excel. Ability to learn and navigate proprietary scheduling and management systems.
· Communication Excellence: Superior verbal and written communication skills. Must possess strong active listening abilities and professional telephonic technique.
· Interpersonal Skills: A natural aptitude for building rapport, handling diverse customer personalities with tact, and interacting effectively with colleagues, franchisees, and suppliers.
· Problem-Solving: Ability to identify issues, analyse root causes, and implement effective solutions to improve service delivery and customer satisfaction.
· Administrative Rigour: Exceptional attention to detail, organizational skills, and the ability to manage multiple administrative tasks simultaneously without compromising accuracy.
· Service Ethic: A genuine commitment to providing service excellence and enhancing the overall customer experience.
Application Process:
While a specific closing date is not listed, interested candidates are advised to apply promptly as the recruitment process may begin at any time. Applications are to be submitted through the official PG Group careers portal.
Steps to Apply:
- Prepare Documents: Update your CV to highlight relevant customer service, sales, and administrative experience. Ensure your Matric certificate details are clearly listed.
- Search Portal: Visit the official PG Group careers website.
- Find the Role: Use the search function with keywords such as “Customer Service Consultant Klerksdorp” or reference the location (North West) to locate this specific vacancy.
- Submit Application: Follow the online instructions to complete your application and upload your CV and supporting documents.
Selection Process and Company Policy:
· PG Glass is a committed Employment Equity employer. Preference will be given to suitably qualified candidates whose appointment will advance the diversity goals of the company and the broader transformation objectives of South Africa, particularly members of designated groups (previously disadvantaged groups).
· The company emphasises a culture of high integrity and ethics, and this will form a critical part of the candidate evaluation.
· Only shortlisted candidates will be contacted for interviews. Should you not receive feedback within a reasonable period, consider your application unsuccessful.
Contact Information:
For role-specific enquiries, it is recommended to refer to any contact details provided within the official job posting on the PG Group careers portal. General applications or queries sent via unofficial channels may not be considered.
Disclaimer:
This job advertisement is a representation of the publicly available opportunity. PG Group and PG Glass retain the right to amend the role requirements or not make an appointment. All applications must be submitted via the official channel as directed by the employer. The information provided here is for guidance and should be verified against the original listing.
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