Customer Service Manager

Customer Service Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

To manage the implementation and monitoring of customer service levels in the store and to ensure that all store and hygiene standards are met and provide exceptional Customer Service and uphold the company values with the community.

Minimum Requirements

Matric

Must have a valid South African ID

Must have a valid Driver's license

Must be flexible and willing to be transferred between stores

Competencies

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

Key Responsibilities

Customer Service

Assess queries logged and decide on the appropriate action that will facilitate a speedy resolution

Acknowledge receipt of the logged queries and keep customers updated on the cause of action taken to resolve the queries; follow up on all escalated issues until the resolution of the issue

Monitor the cashier scan rate to ensure adherence to the standards and take corrective action to address the deviation

Conduct the treasure hunts/promotion within the store to ensure customers' needs are met in terms of promotion stock availability

Ensure the customer service policies and principles in place are adhered to and take corrective action to address any deviations to remedy the situation

Store Standards

Conduct floor walks prior to store opening to ensure the store is ready for trading and channel non-compliance issues to the relevant management team to address the deviations

Ensure all the relevant standards are adhere to and maintained throughout the day by conducting periodic floor walks

Communication

Share all the relevant information that impacts the daily operation of the store with employees and management to ensure consistency and efficiency in the store

Act as a liaison between customers and store management to facilitate the resolution of customer queries/complaints efficiently

Training

Conduct various on-the-job training and coaching for new and current store employees to ensure they are familiar and competent with correct procedures

Social Responsibility

Screen and decide on the charity to support according to the set criteria aligned to the company values

Follow the food waste donation process and criteria when choosing charities to support; monitor legitimate usage of donated products and take corrective action for non-compliance

Participate in various social events and activities taking place in the community to help build and maintain the relationship as well as upholding the Pick n Pay brand as a responsible corporate citizen

Administration

Compile the treasure hunt report for the store channel it to the relevant team for action

Compile the monthly 365 report to highlight the status of the store standards

Keep records of staff acknowledgement by customer for input into service star selection

Keep records of charity and waste donations for security and audit purposes

Maintain records of mule train checklists to reference against when checking the implementation of corrective action

Facilitate the consumer panels; record and maintain minutes to feedback the customer service satisfactory levels in stores

Analyse customer feedback, identify trends and recommend ways to improve customer service standards in the store

Record and maintain customer incident report forms according to the company requirements

Ad-hoc Projects

Support and participate in all the ad-hoc national and regional projects/initiatives to ensure successful execution

Leading Self

Demonstrate self-control and recognise own pressure points and use this to guide positive thinking and actions

Effectively organise and prioritise daily workload; volunteer to undertake additional related activities to ultimately deliver on the department's goals

Get message across in ways that have the desired effect; demonstrate appropriate levels of confidence and professionalism when interacting with peers and managers

Focus on the development of skills for day to day work in self; share information and know-how with others; listen to feedback and constructive criticism and learn from it; volunteer to undertake tasks that stretch abilities

Closing date: 02 October 2025