About the position
Introduction
To ensure exceptional customer service and store standards through effective implementation of SOPs, training, communication, audits, and complaint resolution. This role also supports administrative functions, social responsibility initiatives, and personal development goals in alignment with the company's values and objectives.
Duties & Responsibilities
Customer Service & Feedback
Deliver outstanding customer service and resolve customer issues efficiently.
Monitor, document, and respond to complaints using the Customer Complaints Chart.
Gather, analyze, and provide informal and formal feedback from customers and staff to enhance service delivery.
Store Standards & Compliance
Ensure adherence to Store Operating Procedures (SOPs).
Oversee Store Audits and address any areas of non-compliance.
Maintain high levels of store cleanliness, safety, and organization.
Communication
Facilitate clear and consistent communication within the team and with customers.
Regularly contribute updates and success stories to the Local Newspaper or internal newsletter.
Training & Development
Coordinate and deliver staff training aligned with SOPs and customer service best practices.
Support team members in achieving their Personal Development Plans (PDPs).
Collaborate with managers to complete the Individual Performance Agreement (IPA) process.
Social Responsibility
Champion and implement the store's Social Responsibility initiatives within the local community.
Administration & Projects
Manage administrative tasks accurately and timeously.
Support and lead ad-hoc projects, including the development of project plans and timelines.
Leadership & Personal Accountability
Demonstrate strong self-leadership, time management, and accountability.
Consistently reflect and improve through informal and formal feedback mechanisms.
Align personal goals with team and business objectives through regular performance reviews.
Desired Experience & Qualification
Minimum Requirements
Matric/ Grade 12 (attach certified copy to application)
Must have a valid South African ID
Must have a valid Driver's license code 08
12 - 18 months face-to-face customer service experience
Must be successful in at least 2 competency-based interviews
Must be flexible and willing to be transferred between stores
Competencies
Competencies
Core Competencies:
Demonstrates initiative and the ability to work independently
Proficient in basic computer applications, particularly MS Office
Maintains a strong focus on detail and accuracy
Thinks quickly and adapts effectively when resolving issues
Analytical thinker with sound problem-solving abilities
Behavioral Attributes:
High levels of personal energy and drive
Strong sense of urgency and accountability
Customer-centric approach in all interactions
Maintains professionalism in appearance and conduct
Excellent verbal and written communication skills
Strong intrapersonal skills and emotional intelligence
Technical & Functional Skills:
Understands the customer service ethos and its practical application
Familiarity with customer complaint handling processes across various channels
Basic understanding of Standard Operating Procedures (SOPs) for:
Food safety
Public liability
Ability to interpret and use reports effectively
Working knowledge of HR policies and procedures
Organizational Knowledge & Values
Deep understanding of Pick n Pay's values and cultural expectations
Awareness of business priorities and strategic objectives
Knowledge of different Pick n Pay store formats
Understands organizational structures and how to navigate internal processes
Committed to upholding the Pick n Pay Code of Ethics
Insight into the role of the Customer Service Manager (CSM) in-store and in the broader community
