Customer Service Manager at Pick n Pay Stores Limited

• 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

• 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

​​​​​​​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: 22 September 2025