Customer Service Manager - Tygervalley at Pick n Pay Stores Limited

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

To manage the implementation and monitoring of customers 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.

• Matric (attach certified copy to application)
• Must have a valid South African ID (attach copy to application)
• Must have a valid Driver’s license code 08 (attach certified copy of license)
• 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

Key Responsibilities: but not limited to:

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

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