Contact Centre Agent

Location: Bedfordview, Gauteng
Company: PG Glass (a division of PG Group)
Date Posted: 10 September 2025
Requisition ID: 3061
Job Type: Full-Time

About PG Glass

PG Glass is Southern Africa’s leading provider of auto and building glass replacement services. With over 110 Fitment Centres, we offer solutions ranging from chip repair (PG Glass Medic®) to windscreen replacement and residential or commercial glass installations. Our 24-hour contact centre assists customers with claims and general service needs.

Purpose of the Job

To deliver exceptional customer service to internal and external clients via the multi-channel Contact Centre, ensuring alignment with PG Glass’s High Performance Network Strategy and achieving all Key Performance Indicators (KPIs).

Key Responsibilities

Deliver high-quality customer service through efficient and effective handling of claims via telephone, email, and other communication platforms.
Maximise Contact Centre sales by upselling and converting leads in alignment with company strategy.
Handle and resolve customer complaints by conducting root cause analysis and applying preventative measures.
Ensure full compliance with administrative SOPs, including timely submission of reports, CRM updates, and information research.
Maintain professional relationships with key internal and external stakeholders to support business continuity.

Minimum Requirements

Education:

Grade 12 (Matric)

Experience:

1–3 years of Contact Centre experience

Technical Knowledge:

MS Office (Word, Excel, Outlook)
Customer Service principles
Sales techniques and principles
Professional written and verbal communication
CRM systems and telephony platforms (advantageous)

Key Skills:

Attention to detail
Active listening
Problem solving
Planning and organising
Adaptability and flexibility
Resilience
Teamwork

Employment Equity

PG Group and its subsidiaries are equal opportunity employers. We are committed to fair and equitable hiring practices. All qualified applicants will be considered, especially those from designated groups and people with disabilities, as per the PG Group Employment Equity Policy.

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Contact Centre Agent