Customer Service Manager at Pick n Pay Stores Limited

Role Summary

• 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.

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

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

Key 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.

Closing date: 27 June 2025