Customer Service Manager at Pick n Pay Stores Limited

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

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

• 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  
• Pick n Pay Values and Culture
• Customer service ethos  
• Understanding of Pick n Pay’s business priorities  
• Understanding of different store formats  
• Understanding of Pick n Pay values and expected performance standards  
• Understanding of organizational structures, business flows, where and how to source information  
• Code of Ethics  
• Gain understanding on the process of handling customer complaints via different mediums  
• Understand the SOP governing the public liability process  
• ·Basic knowledge on the SOP governing the food safety procedure  
• In-depth knowledge on the roles of the CSM in store and the community around the store  
• Reports  
• HR Policy   
• Consumer Protection Act  
• Liquor Act  

Key Responsibilities

Customer Service   

• Informal and formal feedback  
• Customer Complain Chart  

Store Standards  

• SOPs  

Communication  

• Informal and formal feedback  

Training  

• Customer Complaints Chart  
• Store Audits  

Social Responsibility 

• Informal and formal feedback  
• Local Newspaper  

Administration  

• Informal and formal feedback  

Ad-hoc Projects  

• Project Plans  

Leading Self  

• Informal and formal feedback  
• Individual Performance Agreement (IPA)  
• Personal Development Plan (PDP)