Contact Centre Agent at PG Group

Main job purpose

• Provide exceptional customer service to all PG Glass customers both internal and external in line with the Company’s High Performance Network strategy  so as to ensure the achievement of set Key Performance Indicators. 

Main Objective

• Provide exceptional customer service, by maintaining quality service levels in line with Key Performance Indicators, through efficient and effective multi-channel claims handling end to end.
• Maximise Contact Centre sales by upselling and converting leads to sales in line with the PG Glass Strategy.
• Manage and resolve customer complaints by conducting a root cause analysis and implementing preventative measures so as to avoid reoccurrence.
• Ensure compliance to admin Standard Operating Procedures by timeously submitting required reports, managing and updating information on Customer Relationship Management System and researching required information.
• Maintain established and professional networks with key stakeholders so as to ensure business continuity.  

 Critical job requirements
Qualification(s)

• Grade 12  

Knowledge

• Computer literacy (MS Suite)
• Business Communication Skills (written and verbal)
• Customer Service Principles
• Sales Principles  

Skills

• Attention to detail
• Listening Skills
• Problem Solving Skills
• Planning and Organising
• Adaptability/Flexibility
• Team Work
• Resilience
• Telephony System  

Experience

• 1-3 Years Contact Centre Experience
• 1-3 Years Contact Centre Experience