Learnership – PG Glass Trainee (Gauteng)
Location: GT, ZA
Company: PG Group
PG Glass is the leading supplier of auto glass and building glass replacement services in Southern Africa. Over 110 Fitment Centres are available to replace or repair auto glass, PG Glass Medic chip repair, windscreen wipers, TempSecure windows and replace glass in homes and buildings. A 24 hour contact centre is available to serve customers and process insurance claims. PG Glass fit only genuine Shatterprufe, Safevue, OE glass, Armourplate, LLumar and PG SmartGlass products.
MAIN JOB PURPOSE
To manage the front desk of a Fitment Centre by providing professional operational support and general business consultation to all customers and staff, whilst ensuring compliance to corporate identity, operating standards and business processes and procedures. To ensure that all internal sales are processed and that the correct money is collected.
To ensure that the highest level of PG Glass service centre standards is maintained when fitting of automotive glass is done. These standards include the standards laid down for the Trainee or Temporary Service Technician, Level 1 Service Technician
To provide the highest level of chip repairing to external and internal customers through quality workmanship, on-time deliveries are done and correct orders are filled and delivered. To be polite, friendly and helpful at all times and to ensure that the company vehicle are in a first class roadworthy condition.
MAIN OBJECTIVE
- Manage and follow up on all counter sales (face-to-face and telephonic) by giving relevant advice to customers in the most professional manner to ensure all sales are closed, budgets and Net Promoter Scores (NPS) targets are achieved, contributing to the growth of business.
- To handle the processing of claims accurately and quickly by liaising with the customer on the correct excess amount and collect payment to ensure that daily key performance indicators are achieved and to avoid any financial losses to the business.
- Ensure that the best administrative practices are always adhered to when conducting administration in order to ensure stock control and ordering processes are adhered to and customers have the ultimate low effort experience.
- Utilise the scheduling system in the Service Centre maximising the productivity of Fitters in order to maintain the targeted jobs per fit per day, ensuring the Fitment Centre is running to full capacity and customers’ expectations are managed.
- To accurately order stock according to work schedules following the buy-out procedures to ensure that there are no delays in rendering services to customers to maintain the highest standard possible.
- Adhere and comply with any other reasonable work requests from PG Glass Management.
- Ensure the highest level of quality customer service to external and internal clients through quality workmanship, on time deliveries are done and correct orders are completed and delivered.
- Ensure that you are always polite, friendly and helpful to customers and staff.
- Develop the habit of excellence to ensure the delivery of superior customer service.
- Always wear clean presentable current corporate wear.
Critical job requirements
- Qualification(s)
- Grade 12
- TVET Qualification (Advantageous)
Knowledge - Computer Literacy
- Excellent Telephonic Skills
- Excellent Interpersonal Skills
- Excellent Customer Service
Skills
- Microsoft Office (especially Outlook and Excel
- Identify and solve problems
- Interpersonal communication skills – handling and interacting with customers, staff, colleagues, franchisees and suppliers
- Analyse and institute improved methods in providing an efficient service to customers
- Telephonic skills
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PG Group, and its subsidiaries, are committed to the principles of employment equity and as such are equal opportunity employers. Qualified applicants who apply for any vacancies will be considered with due consideration based on of fairness and equity. Factors such as race, ethnicity, religion, sexual orientation, gender identity, national origin or disability are not consider exclusively and are not determinative of any appointments made by PG Group or its subsidiaries.
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 are available to replace or repair auto glass, PG Glass Medic® chip repair, windscreen wipers, TempSecure windows and replace glass in homes and buildings. A 24 hour contact centre is available to serve customers and process insurance claims. PG Glass fit only genuine Shatterprufe®, Safevue®, OE glass, Armourplate®, LLumar® and PG SmartGlass® products
SCOPE and PURPOSE OF THE ROLE: 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.
KEY RESPONSIBILITIES:
Customer Service:
- Manage all counter sales by giving relevant advice to customers in the most professional manner telephonically
- Ensure that you handle all customer complaints and get advice from the Fitment Centre Manager/Senior CSC 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 collecting payment.
- PG Values: Keep your promises, friendly service, go extra mile, be empathetic.
Administration:
- Ensure Adherence to Company Policy and Procedures including BAP and other relevant process documents.
- Check the ‘on hold’ ‘rejected invoices’ and ‘incompletes’ of the previous day before entering any new transactions on the system of the Fitment Centre.
- Ensure that the GRV / GRC always collates with the order and that the posting of invoices are done correctly, i.e. double check!
- Ensure that you receive the correct cash from the fitter and that all cash is handled in a controlled manner by locking it in the cash register or safe at all times according to the Best Administrative Practice.
- Ensure that you follow up on insurance authorizations and that you received the correct authorization code.
- Ensure daily banking cash balances on a daily basis including receipts on the relevant system
- Process all PG Call Centre requests, i.e. incompletes, cash jobs and quotes.
- Collate full and accurate set of paperwork per transaction and file.
- 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 the actions: ensure quoted, customer requirements, & follow through to acceptance.
- Increase conversions in the Fitment Centre (report on conversion rates daily)
- Follow up on any possible leads and faxes, do telesales and give accurate quotations 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
Stock Control:
- Refer to the Best Administrative Practice when doing stock control
- Partake in monthly stock takes at the Fitment Centre.
Debtors:
- Ensure that you collect all outstanding monies against COD’s and make sure that you record all comments and arrangements.
- Always do follow-ups on outstanding payments (COD’s).
- Ensure intact banking is done when receipting payments.
- Report all exceeded credit limits / terms and report to Fitment Centre Manager and Credit Controller / Branch Administrator for action.
- Ensure all incoming payments are accurately recorded and allocated.
Technical:
- Ensure that you are familiar with the latest PG Group computer program / SAP system
- 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.
- Responsibility to report on any fraud or illicit / non-compliant behaviour to the Company fraud hotline or senior manager.
- Comply with policies, procedures, standards and actively participate in operational initiatives.
Educational background:
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- Minimum grade 12
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Experience:
- 3 years selling or sales experience
- 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 – effective in handling and interacting with customers, staff, colleagues, franchisees and suppliers
- Analyse and institute improved methods in providing an efficient service to the customer
- Good human relations and good communication skills (verbal & 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
PG Group, and its subsidiaries, are committed to the principles of employment equity and as such are equal opportunity employers. Qualified applicants who apply for any vacancies will be considered with due consideration based on of fairness and equity. Factors such as race, ethnicity, religion, sexual orientation, gender identity, national origin or disability are not consider exclusively and are not determinative of any appointments made by PG Group or its subsidiaries.
Requisition ID: 1683
