Contact Centre Agent

Company: PG Glass (A division of PG Group)
Location: Bedfordview, Gauteng, South Africa
Date Listed: 10 September 2025
Requisition ID: 3061

Purpose of the Role:

To provide exceptional customer service to both internal and external PG Glass customers by handling multi-channel queries and insurance claims efficiently, while also maximising sales opportunities and ensuring adherence to company standards.

Key Responsibilities:

Deliver excellent service aligned with Key Performance Indicators.
Handle end-to-end claims efficiently across multiple communication channels.
Upsell and convert leads into sales to support company growth strategy.
Conduct root cause analysis of customer complaints and implement preventative measures.
Follow admin SOPs by submitting reports, updating CRM systems, and performing necessary research.
Maintain professional relationships with key internal and external stakeholders.

Minimum Requirements:

Education:

Grade 12 (Matric)

Experience:

1–3 years experience in a Contact Centre environment

Knowledge:

Customer service principles
Sales techniques
Computer literacy (especially Microsoft Office)
Effective business communication (verbal & written)

Skills:

Attention to detail
Listening & communication
Problem-solving
Planning and organizing
Flexibility & adaptability
Team collaboration
Resilience
Experience with telephony systems

Company Overview:

PG Glass, a division of PG Group, is a market leader in auto and building glass replacement across Southern Africa. They operate over 110 fitment centres and offer services such as chip repair, windscreen replacement, and building glass installation. The company fits only genuine, high-quality products like Shatterprufe®, Safevue®, and PG SmartGlass®.

Equity Commitment:

PG Group is an equal opportunity employer. Appointments are made with regard to fairness and equity, without bias toward race, gender, religion, or other personal factors.

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Contact Centre Agent