About the position
Introduction
Be the Heartbeat of Service Excellence at Pick n Pay!
Are you a natural leader with a passion for people and a drive to make every customer experience unforgettable? As Customer Service Manager, you'll be the face of our brand and a champion of community connection. Leading by example, you'll inspire your team to deliver exceptional service, uphold Pick n Pay's values, and build meaningful relationships with every customer who walks through our doors. This is your chance to make a lasting impact-not just in-store, but in the lives of the people we serve.
Duties & Responsibilities
Customer Service
Provide both formal and informal feedback to enhance customer experience.
Monitor and manage the Customer Complaints Chart to identify trends and areas for improvement.
Store Standards
Ensure compliance with Standard Operating Procedures (SOPs) to maintain consistent store quality and performance.
Communication
Facilitate clear and effective communication by delivering both formal and informal feedback to team members and relevant stakeholders.
Training
Utilise insights from the Customer Complaints Chart and Store Audits to inform and guide staff training initiatives.
Social Responsibility
Promote community engagement through formal and informal feedback mechanisms.
Coordinate with local media, including newspapers, to support store-related community initiatives.
Administration
Manage administrative tasks efficiently, incorporating both structured and casual feedback to support continuous improvement.
Ad-Hoc Projects
Develop and implement project plans for special initiatives as assigned.
Experience & Qualification
Matric
12-18 months face-to-face customer service or retail supervisory/management role
Proficiency in Microsoft Office (Word, Excel, Outlook) and POS systems.
Valid Driver's License.
Competencies
Self-driven
Basic computer literate (MS Office)
High energy levels
High attention to detail
Ability to think on your feet when resolving problems
Customer service centric
Sense of urgency
Professional
Analytical skills
Good communication skills
Good intrapersonal skills
Customer service ethos
