The Shoprite Group of Companies, comprising several iconic brands, is the largest retailer in Africa. It started out as a group of eight grocery stores in 1979, and has grown into a technologically-advanced, continent-wide business selling items from food, liquor and medicine, to concert tickets and furniture. Today the Group is at the forefront of retail...
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Purpose of the Job
To effectively manage our Pet Science store by ensuring that operational, administrative and managerial duties are met with the Checkers Pet Science brand image in mind. Furthermore, manage stock and staff effectively, ensure that security measures are according to standards and maximise the store's profitability.
Job Advert Details
Job Category
Retail
Job Objectives
To ensure that sales and profit are generated.
- Ensure that the Pet Science store complies with labour and other laws.
- To meet customer expectations.
- To manage stock according to company policy.
- Ensure the continuous training and development of all employees.
Qualifications
- Grade 12 – Essential
- Degree/Diploma - Advantageous
Experience
- Min of 5 years’ management experience in a Pet Store
- Knowledge and experience in managing inventory, buying, staff, pet merchandising and costs and profitability of a Pet Store.
- Knowledge and Skills
- Knowledge of the Pet Product Industry
- Pet nutrition
- Pet grooming products
- Pet toys
- OTC / Alternative medication for pets
- Knowledge of different types of pets
- Excellent verbal and written communication skills
- Excellent interpersonal skills
- Excellent customer service
- Knowledge of computer systems.
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Purpose of the Job
The purpose of the Pet Shop Manager is to build our new Pet Science brand, ensuring that there team provides an outstanding in-store experience, where sales targets are continuously achieved or exceeded, customer interest is created, and there is return traffic to the store.The role oversees a Team who offer relevant, helpful and accurate product information, as well as animal health recommendations, to assist customers in making purchasing decisions that address their pets’ needs.
Job Category
Retail
Job Objectives
- Manage all aspects of the Pet Shop and customer experience.
- Provide support and leadership to the team, manage their performance, share the Pet Shop targets, provide service and sales related performance reporting to enable the team to track their performance and improve in the required areas.
- Manage the daily operations of the store, ensuring the smooth functioning of all in-store retail operational activities, namely sales, POS transactions, banking, cash ups, stock control and merchandising.
- Communicate effectively and timeously with suppliers and investigate and/or escalate stock issues.
- Oversee product merchandising. Maintain an outstanding store condition and adhere to visual merchandising standards.
- Ensure standards for quality, customer service, and health and safety are met.
- Investigate and resolve any areas of concern effectively and timeously.
- Maintain an extensive knowledge of pets and related products to ensure the best service and advice is provided to our customers.
- Ensure pet product knowledge is relevant and continuously aligned to new trends. Build your own knowledge and share with others. Organise training content and knowledge exchange opportunities for the team. Work with suppliers to maintain excellent product knowledge.
Qualifications
Experience
- +3 years exposure to a retail or service-oriented store environment, managing a small team in a customer interfacing, sales and stock orientated environment (essential)
- Must Love animals! Previous exposure to pet services, pet care, pet products or animal orientated services or sales (essential)
- Previous exposure to demonstrate a fit for the role: - a social personality that thrives around customers - makes people feel comfortable by adapting to each customer's communication needs and preferences (essential)
Knowledge and Skills
- Retail experience (essential)
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Purpose of the Job
To be trained to effectively manage a retail store by ensuring that operational, administrative and managerial duties are met with the Checkers brand image in mind. Furthermore, manage stock and staff effectively, ensure that security measures are according to standards and maximise the profitability of the store.
Job Advert Details
Retail
Job Objectives
- To learn how to be a team leader
- To learn how to motivate a team
- To learn how to supervise customer service standards
- To learn how to supervise housekeeping and hygiene
- To learn how to implement loss control measures
- To learn how to supervise sales performance
- To learn how to access important information in the branch
- To learn how to supervise stock counts
- To learn how to accommodate the audience and context needs
- To learn how to communicate verbally to clients in a friendly manner
- To learn how to write texts for a range of communicative reasons
- To learn how to interpret and use information from texts
- To learn how to supervise POS operations
- To learn how to supervise promotional activities
- To learn how to describe and apply the management function
- To learn how to recruit and select candidates
Qualifications
- Grade 12 – Essential
- Degree/Diploma - Advantageous
Experience
- Minimum of 5 years’ experience in a managerial position
- Knowledge and experience in the management of inventory, buying, staff, merchandising and costs and profitability of a business
- Understanding of the FMCG environment and related legislation will be advantageous
Knowledge and Skills
- Management of perishable products
- Understanding of the retail consumer behaviour and buying trends
- Excellent verbal and written communication skills
- Excellent interpersonal skills
- Exceptional customer service and people management skills
- Understanding of business reporting
- Knowledge of computer systems
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Purpose of the Job
To be trained to effectively manage a retail store by ensuring that operational, administrative and managerial duties are met with the Checkers brand image in mind. Furthermore, manage stock and staff effectively, ensure that security measures are according to standards and maximise the profitability of the store.
Job Advert Details
Retail
Job Objectives
- To learn how to be a team leader
- To learn how to motivate a team
- To learn how to supervise customer service standards
- To learn how to supervise housekeeping and hygiene
- To learn how to implement loss control measures
- To learn how to supervise sales performance
- To learn how to access important information in the branch
- To learn how to supervise stock counts
- To learn how to accommodate the audience and context needs
- To learn how to communicate verbally to clients in a friendly manner
- To learn how to write texts for a range of communicative reasons
- To learn how to interpret and use information from texts
- To learn how to supervise POS operations
- To learn how to supervise promotional activities
- To learn how to describe and apply the management function
- To learn how to recruit and select candidates
Qualifications
- Grade 12 – Essential
- Degree/Diploma - Advantageous
Experience
- Minimum of 5 years’ experience in a managerial position
- Knowledge and experience in the management of inventory, buying, staff, merchandising and costs and profitability of a business
- Understanding of the FMCG environment and related legislation will be advantageous
Knowledge and Skills
- Management of perishable products
- Understanding of the retail consumer behaviour and buying trends
- Excellent verbal and written communication skills
- Excellent interpersonal skills
- Exceptional customer service and people management skills
- Understanding of business reporting
- Knowledge of computer systems
go to method of application »
Purpose of the Job
To be trained to effectively manage a retail store by ensuring that operational, administrative and managerial duties are met with the Checkers brand image in mind. Furthermore, manage stock and staff effectively, ensure that security measures are according to standards and maximise the profitability of the store.
Job Advert Details
Job Category
Retail
Job Objectives
- To learn how to be a team leader
- To learn how to motivate a team
- To learn how to supervise customer service standards
- To learn how to supervise housekeeping and hygiene
- To learn how to implement loss control measures
- To learn how to supervise sales performance
- To learn how to access important information in the branch
- To learn how to supervise stock counts
- To learn how to accommodate the audience and context needs
- To learn how to communicate verbally to clients in a friendly manner
- To learn how to write texts for a range of communicative reasons
- To learn how to interpret and use information from texts
- To learn how to supervise POS operations
- To learn how to supervise promotional activities
- To learn how to describe and apply the management function
To learn how to recruit and select candidates
Qualifications
- Grade 12 – Essential
- Degree/Diploma - Advantageous
Experience
- Minimum of 5 years’ experience in a managerial position
- Knowledge and experience in the management of inventory, buying, staff, merchandising and costs and profitability of a business
- Understanding of the FMCG environment and related legislation will be advantageous
Knowledge and Skills
- Management of perishable products
- Understanding of the retail consumer behaviour and buying trends
- Excellent verbal and written communication skills
- Excellent interpersonal skills
- Exceptional customer service and people management skills
- Understanding of business reporting
- Knowledge of computer systems
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Purpose of the Job
- The overarching purpose of this role is to be the interfacing and business relational link to customers (including wholesalers) within Transpharm. By using supplied raw data and applying basic analysis, the role seeks to understand the customer make up within an allocated area to create sales and service opportunities for new and existing customers. By creating tactical short term initiatives per customer, the key success factors in this role are measured in terms of new customer acquisition, ongoing customer retention, ongoing customer orders and increased spend. Furthermore, the role seeks to understand the business model and unique customer requirements. To build partnering efforts in terms of solutions and responsiveness to the identification and correction of barriers for the customer and potential customer.
This position will be required to:
- Be a valuable team player within the Sales and Service department which represents Transpharm in providing the necessary service to customers.
- Mindfully acting as a key link between Transpharm and new and/or existing customers.
- Participating in all aspects of the Transpharm processes of ordering, delivery, account management etc.
- Understanding customer barriers and communicating these effectively to the respective areas within Transpharm.
- For the assigned area and customer base, continuously review data to assess the as-is process and related performance against to-be potential scenarios and initiating discussion and suggestions to continuously review and improve sales and service opportunities together with all relevant stakeholders.
Job Advert Details
Job Category
Job Objectives
- Basic data analysis and opportunity assessment and action plans Acquisition:
- Secure, manage and maintain the relationship and financial contribution to business with with new customers.
Retention:
- Secure, manage and maintain the relationship and financial contribution to business with with existing customers.
- Customer data integrity and Customer interfacing and/or impacting process monitoring and ongoing improvement.
- Internal Reports, feedback and participating in broader initiatives (reducing financial losses, data integrity, governance and compliance, innovative ideas and solutions)
Qualifications
Essential
- Matric - National Senior Certificate NQF 4
- Desirable
- Postgraduate qualification in marketing or relevant trade or industry related certification or relevant courses - (preferred)
- Valid driver’s license
Experience
- Essential
- at least two (2) years of experience in customer sales and service, ideally in the healthcare and/or retail pharmacy industries.
- Desirable
- Experience working in the veterinary and animal industry
Knowledge and Skills
- Demonstrable knowledge to wholesale and pharmacy operations, products and services with specific experience working with excel/sheets based raw data and basic analysis application combined with operational activities relevant to building and maintaining a customer base, sales, service, ordering and fulfillment processes, revenue and profit generation.
- Exposure to specific acquisition and retention strategies that drive retention and acquisition in a competitive landscape (preferred)
- Excellent verbal and written communication skills
- Strong prioritization and time management skills
- Resilience and adaptability
- Analytical and problem-solving skills
- Computer literacy (Competence in Excel, Word and PowerPoint)
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Purpose of the Job
- To assist the pharmacist with dispensing and performing pharmacy-related administrative duties.
Key Performance Areas include:
- Stock control
- Dispensing (under supervision of a pharmacist)
- Administration
- Housekeeping
- Frontshop service
Job Advert Details
Job Category
- Retail
- Job Objectives
- Stock control
- Dispensing (under supervision of a pharmacist)
- Administration
- Housekeeping
- Frontshop service
Qualifications
Essential:
- Qualified as a post basic pharmacist assistant
- Registered as a post basic pharmacist assistant with the South African pharmacy council
Experience
- Two years’ experience as a trainee in a pharmacy
Knowledge and Skills
Essential:
- Dispensing knowledge
- Knowledge of dispensing systems and ordering systems
Desirable:
- Knowledge of Retail/ FMCG operations
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Purpose of the Job
- To manage a Medirite pharmacy.
- Key Performance Areas include:
INDIVIDUAL
OPERATING RESULTS ACHIEVED THROUGH DELEGATED TASKS
- Pharmacy administration
- Housekeeping
- Stock control
- Customer service
- Sales
- Compliance
- Marketing campaigns
MANAGEMENT
- Operational work planning
- Priority setting and scheduling of staff
- Operational performance monitoring
- People and enabling capacity management/Resourcing
- Manage cross-functional relationships e.g. with Prescribers, Suppliers, Head Office, Store manager, Cash office
- Resolve escalated operational issues
- Budget management
LEADERSHIP
- Developing and tutoring of staff, interns and assistants
- Motivate and discipline team
Job Advert Details
Job Category
Retail
Job Objectives
INDIVIDUAL
OPERATING RESULTS ACHIEVED THROUGH DELEGATED TASKS
- Pharmacy administration
- Housekeeping
- Stock control
- Customer service
- Sales
- Compliance
- Marketing campaigns
MANAGEMENT
- Operational work planning
- Priority setting and scheduling of staff
- Operational performance monitoring
- People and enabling capacity management/Resourcing
- Manage cross-functional relationships e.g. with Prescribers, Suppliers, Head Office, Store manager, Cash office
- Resolve escalated operational issues
- Budget management
LEADERSHIP
- Developing and tutoring of staff, interns and assistants
- Motivate and discipline team
Qualifications
- Essential
- Bachelor of Pharmacy degree/ equivalent qualification
- Registered as a pharmacist at the South African Pharmacy Council (SAPC)
Desirable
Experience
Desirable
- Experience in managing staff
- Experience working in a retail pharmacy environment
- Knowledge and Skills
- Knowledge of Retail operations (Advantageous)
- Knowledge of dispensing systems and ordering systems
- Knowledgeable with regards to pharmacy legislation
- Knowledge of financial management principles and systems
- Computer literacy – MS Office skills
- Unisolv experience
- Marconi experience (advantageous)
- Effective conflict management skills
- Excellent interpersonal and customer centric skills
- Excellent organizing and planning skills
- High level of attention to detail
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Purpose of the Job
- You will provide six months of maternity coverage beginning in November 2022 and ending in May 2023. The successful candidate will assist the pharmacist with dispensing and administrative tasks related to the pharmacy.
Key Performance Areas include:
- Stock control
- Dispensing (under supervision of a pharmacist)
- Administration
- Housekeeping
- Frontshop service
Job Advert Details
Job Category
- Retail
- Job Objectives
- Stock control
- Dispensing (under supervision of a pharmacist)
- Administration
- Housekeeping
- Frontshop service
Qualifications
Essential:
- Qualified as a post basic pharmacist assistant
- Registered as a post basic pharmacist assistant with the South African pharmacy council
Experience
- Two years’ experience as a trainee in a pharmacy
Knowledge and Skills
Essential:
- Dispensing knowledge
- Knowledge of dispensing systems and ordering systems
Desirable:
- Knowledge of Retail/ FMCG operations
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Purpose of the Job
This management role will see you maintain a well-run butchery, manage stock levels, budgets, staff and quality standard, as well as implementing value added promotions and ensure customer satisfaction.
Job Advert Details
Job Category
Retail
Job Objectives
- To perform people management functions in the Meat Market
- To ensure client satisfaction of all Meat Market customers.
- To ensure product and stock availability through effective planning.
- To take responsibility for all quality control activities in the Meat Market
- To manage the administrative functions within the Meat Markets.
- To perform stock management functions within the Meat Market
- To manage all Hygiene and Safety activities of the Meat Market.
- To conduct various ad-hoc responsibilities to assist the team
Qualifications
Essential:
Desirable:
Experience
Essential:
- Previous Management Experience
- Meat Industry Experience
Knowledge and Skills
Essential:
- Knowledge of Meat Market hygiene and safety standards
- Knowledge of meat cuts/ products
Desirable:
- Basic knowledge of first aid
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Purpose of the Job
This management role will see you maintain a well-run butchery, manage stock levels, budgets, staff and quality standard, as well as implementing value added promotions and ensure customer satisfaction.
Job Advert Details
Job Category
Retail
Job Objectives
- To perform people management functions in the Meat Market
- To ensure client satisfaction of all Meat Market customers.
- To ensure product and stock availability through effective planning.
- To take responsibility for all quality control activities in the Meat Market
- To manage the administrative functions within the Meat Markets.
- To perform stock management functions within the Meat Market
- To manage all Hygiene and Safety activities of the Meat Market.
- To conduct various ad-hoc responsibilities to assist the team
Qualifications
Essential:
Desirable:
Experience
Essential:
- Previous Management Experience
- Meat Industry Experience
Knowledge and Skills
Essential:
- Knowledge of Meat Market hygiene and safety standards
- Knowledge of meat cuts/ products
Desirable:
- Basic knowledge of first aid
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Purpose of the Job
The purpose of the Meat Market Livestock Operations Manager role is to manage the entire operation for the Livestock from end-to-end. This is a critical role as this role needs a thorough understanding of all the operational business units within the Livestock to align to the business objectives, targets and actively drives efficiencies and constant improvement. This role actively manages a large team and an extremely large and complex operation in the Livestock business model.
Job Advert Details
Job Category
Agriculture
Job Objectives
- To regularly visits to the Livestock farm operations and log issues or progress on initiatives to constantly improve on efficiencies
- Weekly check-ins with the various teams in the Livestock Operations
- Weekly checking of reports on the weekly dashboards
- To enable and align operational reports to ensure accurate reporting of data (price increases, mortality, usage and efficiency variances, standing numbers, volume receiving and sending and medication)
- Managing of all third parties and farm operators
- To ensure that the allocation of stock for allocation to internal third parties (Divisional Management/butcheries)
- To confirm the weekly prices and communicate it through to Management
- Monitor the procurement of stock from the abattoirs to ensure sufficient reserves are in place
- Approval of Capex / company vehicles in line with the necessary framework
- Liaise with the Divisional Managers, Butchery Managers and the Imports and Procurement Lead to verify pricing against market trends and country of origin etc.
- To assist and liaise with external auditors and ensure all queries
- To engage with Meat Market Divisional Management with regards to any Livestock deals
- Responsible for the management of the Total Livestock Budget in conjunction with the DFM
- Analyze financial statement per country and consult with management in order to find improvement areas
- To actively improve and streamline data reporting and systems to interface correctly into the Livestock Operations and overall Meat Market Business
- To weekly monitor current and improve on KPIs to drive efficiencies
- To monitor and analyze the mortality rates recorded and identify possible innovative solution to propose back to business
- To ensure SOPs are maintained and updated across the Livestock Operations
- To ensure training initiatives across the Livestock operations are actioned accordingly
- To ensure training shortfalls across the Livestock operations are identified and actioned
- To assist with the vacancies within the Livestock Operations
- Management of leave accrual and ensure that disciplines are driven by Divisional Management
- Ensure the necessary succession planning is place and is regularly kept up to date
- Management of the Livestock Annual Increases
- To drive employee empowerment and growth in the business
Qualifications
- Bcom Hons Management, Finance, SAICA qualification – (Essential).
Experience
- +3 - 5 years' experience in an Project Management role – (Essential).
- Previous exposure and knowledge in a butchery exposure / meat / Livestock environment – (Preferred)
- Working Knowledge of SAP System – (Essential)
- Working knowledge of Microsoft Office 365 including Outlook, Word, and Excel – (essential)
- Exposure to and an understanding of corporate and retail-oriented environment - (essential)
Knowledge and Skills
- Motivated self-starter with a driven nature and strong integrity – Takes accountability for mistakes.
- Strong technical awareness and data management skills?–?Has a sound grasp of database?and reporting design concepts and manages data as a valuable resource to unlock its potential for the organisation.?
- Analytical thinker and quick learner - Readily comprehend new and relatively complex concepts and information, investigates courses of action to identify the most appropriate solution or develop alternative solutions.
- Confident with good personal influence to gain business area respect, influence decisions and gain commitments. Handles and negotiates conflict / challenges well and understands how to drive a high level of focus during times of change.
- Results driven and quality orientated - Strong commitment to delivering high quality work. Remains focused and works tenaciously toward meeting and exceeding expectations within quality standards. Is detailed; does it right the first time and/or spot mistakes in own work to align with functional and organisational guidelines or frameworks.
- Communication skills - Speaks clearly, audibly and at an appropriate pace and provides credible points of an argument in own area of expertise. Writes clearly and succinctly, using correct spelling and grammar; and provides simple points in a straightforward and factual manner.
- Planning and organising - Plans and organises own work effectively while supporting and directing the work of others. Delivers on promises, keeps track of progress against deadlines and ensures tasks are completed on time. Focuses efforts on achieving results aligned to organisational objectives.
- Ability to work under pressure, manage varying priorities and navigate periods of high demand in a fast-paced environment, balancing workload and delivering within tight deadlines.
- Collaborative partnering?- Builds meaningful and sound relationships both internally and externally. Open, honest and direct and comfortable giving and receiving constructive feedback. Thinks and acts both independently as well as collaboratively.
- Governance and ethical behaviour?- Applies applicable Governance Policies, Code of Conduct?and ethical?behaviour. Addresses non-compliance and implements suitable corrections.?
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Purpose of the Job
The Cost Accountant is responsible for managing all finances related responsibilities and tasks to ensure an efficient and profitable Livestock operations production unit. The person shall also perform general administrative functions as requested to ensure the smooth operation of all finance matters.
Job Advert Details
Job Category
Accounting
Job Objectives
- Perform budget and cost controls
- As part financial month end duties, calculate livestock and carcass stock values, complete accrual/provision journals, perform cost allocations as well as reconcile and maintain the general ledger.
- Create internal debtor statements to be submitted for payments and invoices for external debtors.
- Allocate payments received; recoup income for products sold on the Livestock Operations' behalf and follow up on the outstanding debtors.
- Allocate stock to stores, ad reconcile order allocations/summaries to orders created and stock available.
- Communicate with Branch, Regional and or Divisional Managers regarding stock queries, maintain stock reconciliations, and calculate weekly prices (if the Operations Manager is unavailable).
- As part of the creditors maintenance, analyse invoices and ensure correct allocations.
- Communicate with all the necessary parties to ensure correct allocations.
- Conduct financial reporting and analysis relevant to the feedlot operations.
- Perform ad-hoc general finance administration.
Qualifications
- Essential:
- Bachelors Degree in accounting
Experience
Essential:
- SAP and ACCPAC Accounting System
- Strong accounting experience
- Problem solving 3-4 years
- Knowledge and Skills
Essential:
- Knowledge of SAP
- Knowledge of ACCPAC Accounting System
- Knowledge of Accounting principles
- Computer literacy: MS Office – Advance Excel
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Purpose of the Job
- The purpose of the Contact Centre Real-Time Data Analyst role is to participate in and support the gathering, analysis and understanding of the customer services’ operational data and analytics requirements and translating these requirements into real-time analytics. This role ensures the provision of meaningful operational real-time data which can be used proactively by the broader Contact Centre team generally and the Customer Services operations team specifically to improve resourcing, workforce and capacity practices, productivity and decision making. Additionally, the role provides support to the Contact Centre Performance Analyst as required and works across multiple Contact Centre functions as assigned to validate data integrity. The role forms part of the workforce management capability and partners with Customer Service operations teams to enable the delivery of service levels and productivity targets. The Contact Centre Real-Time Data Analyst applies the Contact Centre/Customer Services’ drivers and levers, to monitor and report intraday actuals against the plan, and optimise the workforce to ensure service levels are met, whilst ensuring the workforce is utilised efficiently – optimum forecasting versus actual capacity given call volumes, resource scheduling etc
Job Advert Details
Job Category
Job Objectives
- Customer Centric Delivery
- Executing on strategies for effective customer services data analysis and reporting on various Customer Services inputs: targets/plans for the hour/day etc. versus actual capacity and real-time activity.
- Liaising with Customer Services Managers and Team Leads to understand and document their data and analytics requirements.
- Adopting multiple actions with stakeholders to elicit operational real-time analytics and reporting requirements to drive real-time operational decision-making, forecasting, resource capacity, and costing decisions.
- Applying inputs to overall workforce management approaches and valuable data insights and metrics.
- Provide support in monitoring queue states and provide intraday reporting on queue backlogs, incoming volume vs forecast, and actual staffing vs plan
- Provide support to dynamically adjust profile configuration to ensure the optimal balance of productivity and service level delivery across assigned sites and profiles.
- Provide support in communicating and calling out changes to incoming contact patterns to operations and the broader workforce management team.
- Act as the first escalation point for events triggering unexpected volume or service delivery impacts and partner with the business to provide relevant reporting while the event is ongoing.
- Providing functional knowledge and input during planning, design, and implementation of initiatives and data-related projects between the Contact Centre Data team and operational Customer Services Team.
- Applying end to end functional execution to deliver real-time data and analytics requirements.
- Together with the Senior Specialist and Performance Analysts (and other Data stakeholders), participating in the selection, configuration, and implementation of real-time analytics solutions.
- Together with the Senior Specialist and Performance Analysts (and other Data stakeholders), participating in the extraction and building of reports from multiple sources.
- Managing the analysis of raw contact centre data to inform customer service insights.
- Participating in monitoring and evaluating operational performance insights and recommendations.
- Managing the generation of data insights in planning processes in collaboration with various stakeholders.
- Ensuring compliance with organisational and legislative governance frameworks, legislation, and standards.
- Adhering to governance structures, policies, processes, frameworks applicable to the role.
- Ensuring data management processes adhere to continually changing privacy and legal compliance requirements
Qualifications
- Degree in BSc in Computer Science, Statistics, Data Management or equivalent - (preferred)
Experience
- +1 years in a real-time data analytics, reporting, BI, and systems-orientated or equivalent role, delivering real-time data, insights, reports, and inputs to an operational customer services team - (essential).
- Experience applying data mining and modeling methodology to support strategic operational decision-making – (essential).
- Knowledge and Skills
- Knowledge of data analysis toolkits (& SQL, Python etc.) – (essential).
- Strong proficiency in MS Office 365 with advanced Excel skills – (essential).
- Experience in a retail, contact centre, or IT environment – (essential).
- We value practical learning experiences, if a candidate does not have a degree, demonstrable relevant experience will be considered. A proven track record of delivering real-time data analytics, reporting, BI and systems orientated or equivalent role, delivering real-time data, insights, reports, and inputs to an operational customer services team - (essential)
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Purpose of the Job
As the Shoprite Group expands both its traditional supermarket and digital commerce online services across brands, the Customer Contact Centre (CCC) is a key customer experience differentiator for the Group. The purpose of the Customer Service QA & Training Manager role is to co-design, develop and deliver robust customer quality assurance frameworks, processes, and guidelines for customer care agents. The role works very closely with our Customer Service Manager and other cross-functional teams to create learning content and collateral, coaching methodologies and other service boosters that supports new and existing customer care agents and respond efficiently and effectively to any service areas that require immediate and ongoing improvement, as identified through quality assurance observations, data insights and other performance analysis sources. Even when things go wrong, this role empowers our agents to provide our customers with a speedy and appropriate resolution to make things right! The role reports to the Senior Contact Centre Operations Manager and oversees operational quality assurance and training with a team of Customer Service QA Specialists and Customer Service Training Facilitators. As an integral part of the Customer Service operation, these team members often need to observe, coach or role model the intended customer interaction behaviours, the correct system use or process approach. To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements.
Job Advert Details
Job Category
Customer Service
Job Objectives
- Customer Centric Delivery
- Together with the Customer Services team and other stakeholders, define, design, develop, and deliver Service
- Excellence frameworks and metrics that enable accurate performance assessments that quantify customer
- satisfaction and support the identification of areas for remedial action or improvement.
- Develop and execute quality assurance frameworks, processes, and guidelines – make content practical and accessible.
- Oversee the development and implementation of quality programs, monitoring, and reporting
- Develop, execute, and measure the quality improvement strategies
- Perform quality assurance reviews against the service excellence processes and metrics to identify gaps for remedial action or improvement.
- People (Self, Team & Organisational)
- Aligning with the Shoprite Group values and leadership behaviours.
- Focus efforts on the Customer Service QA Specialists and Customer Service Training Facilitators to enable them to take ownership of their responsibilities to the Customer Services team and other stakeholders.
- Leading and developing the QA and Training team to deliver evolving services to our customers against set KPI’s and service standards and taking responsibility for learning and development initiatives across the team.
- Financial, Reporting, and BI
- Supporting with developing financial objectives by providing cost estimates and budget inputs.
- Managing where applicable the QA and Training team’s operational costs and budget.
- Providing and sharing relevant insights to shape customer service agent experiences with systems, processes, and content and respond to their preferences.
- Together with other stakeholders, support the preparation of performance reports, and report daily/weekly/monthly on the various QA performance levels, activities, and focus areas underway in the team –number of training interventions, etc.
- Governance & Compliance
- Ensuring that the QA and Training team complies with relevant regulations (people, customers, etc.) and organisational governance frameworks and standards.
- Support with the operational implementation (where relevant): structures, policies, processes, procedures, and frameworks as aligned with organisational and team requirements.
- Ongoing participation in the identification and mitigation of risks related to QA and Training team delivery team – and where relevant, in the broader Customer Contact Centre context.
- Future-Fit
- Providing inputs and writing resource motivations with supporting information to ensure that the QA and Training team is appropriately structured and resourced to deliver on its mandate with the right people in the right roles with the right capabilities at the right time.
- Providing inputs and ideas re: technology requirements to enable a seamless customer experience.
- Operationally overseeing the QA and Training team integration with other functional areas across the Group.
- Managing strong foundations on which to build the continuous development, improvement, efficiency, and success including an environment that fosters innovation and delivery. Ensuring that the Shoprite Group remains contemporary in customer services - QA and Training practices.
Qualifications
- Relevant Diploma, degree or equivalent - (essential)
- Relevant Courses or Certifications in Quality Assurance, Learning & Development, or equivalent experience (highly advantageous)
Experience
- +3 years’ experience in a customer interfacing capacity within a Customer Service Centre, Contact Centre, or equivalent role, managing the design, development, and delivery of quality assurance and learning solution frameworks, policies, procedures, and guidelines - (essential).
- A proven track record of managing quality assurance and related activities in a contact centre environment - demonstrating knowledge of trending best practices relating to quality assurance - (essential).
- Knowledge and Skills
- Demonstrable knowledge of customer services practices within the FMCG, and retail sector, understanding of quality assurance, performance evaluation, and performance improvement interventions - (essential).
- Exposure to statutory requirements, applying and monitoring relevant laws, regulations, and best practices as they relate to customers - (essential).
- Exposure to evolving technologies and future-orientated opportunities on Contact Centres, social media, bots, etc and the role the quality assurance function plays in supporting process development - (highly advantageous).
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Purpose of the Job
As the Shoprite Group expands both its traditional supermarket and digital commerce online services across brands, the Customer Contact Centre (CCC) is a key customer experience differentiator for the Group. The purpose of the Customer Services Team Lead role is to provide team leadership and functional operational excellence in the evolution of our CCC service delivery. The Customer Services Team Lead manages and co-ordinates aspects pertaining to the operational customer interfacing aspects of the Customer Services Team (between 10-18 Customer Service Agents). The role motivates and develops the specifically allocated Customer Services delivery team that continuously seeks to meet and exceed the needs of our customers. The role aligns with and supports the Customer Service Manager to co-create solutions, service scripts, and standards with multiple stakeholders by placing the customer experience at the centre and evolving the service delivery model. Being in direct contact with our customers means we’re able to consistently surprise them with outstanding service – the mission of this role is to create a best-in-class customer service experience as measured by the performance of their team within the bigger picture. The role reports into the Customer Service Manager and manages directly reporting Customer Service Agents to ensure they are equipped with the right tools and development offerings to deliver customer service excellence. To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements.
Job Advert Details
Job Category
Customer Service
Job Objectives
Customer Centric Delivery
- Supporting and participating in the design and development of the customer service strategy for the Shoprite Group in collaboration with other contact centre leaders and teams to ensure that we place the customer at the centre delivering on our goal of being customer-centric in everything we do!
- Within the context of the smaller team of Customer Services Agents assigned to the team - operationally overseeing and embedding a customer-centric culture – underpinned by best-in-class customer service experience.
People (Self, Team & Organisational)
- Aligning with the Shoprite Group values and leadership behaviours.
- This role is all about PEOPLE – customers and team members! Motivating and effectively performance coaching the customer services team to ensure customer service delivery excellence. Removing any barriers to achieving great customer service. Ensuring timeous escalation to the Customer Service Manager as required.
Financial, Reporting and BI
- Ensuring support and input (where relevant) to financial objectives by providing cost estimates and budget inputs.
- Providing input on the customer service team’s operational costs and budget.
- Providing and sharing relevant insights to shape customer experiences and respond to their preferences.
- Together with other stakeholders, support the preparation of performance reports and report to the Customer Services Manager as required on a daily/weekly/monthly on:
- Customer escalations/complaint trends
- Reputational risk issues
- Scheduling variances versus performance impacts
- Interactions, trends, and opportunities
- Daily/weekly/monthly insight with recommendations for improvement
Governance & Compliance
- Ensuring that the specifically allocated customer services team complies with relevant regulations (people, customers etc.) and organisational governance frameworks and standards.
- Support with the operational implementation (where relevant): structures, policies, processes, procedures, and frameworks as aligned with organisational and team requirements – and directed by the Customer Services Manager.
- Ongoing participation in the identification and mitigation of risks related to customer service delivery team.
Future-Fit
- Providing inputs and writing resource motivations with supporting information to ensure that the Customer Services team is appropriately structured and resourced to deliver on its mandate with the right people in the right roles with the right capabilities at the right time.
- Providing inputs and ideas re: technology requirements to enable a seamless customer experience.
- Ensuring alignment with the customer services team and effective flow of work with other functional areas across the Contact Centre
Qualifications
- Grade 12
- Degree in Consumer behaviour, Communications, Business or equivalent - (beneficial).
Experience
- +2 years in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre, or equivalent role - (essential).
- Experience within the FMCG, retail sector, or similar - (preferred).
- Demonstrable passion for People! Knowledge of Customer Contact / Call Centre practices within the FMCG, retail sector, understanding of the practicalities and challenges of a customer services environment in this context- (essential)
Knowledge and Skills
- Demonstrable passion for People! Knowledge of Customer Contact / Call Centre practices within the FMCG, retail sector, understanding of the practicalities and challenges of a customer services environment in this context- (essential).
- We value practical experience and exposure, if a candidate does not have a degree, demonstrable relevant experience will be considered. An extensive and proven track record in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre function (or equivalent role) demonstrating knowledge of trending practices in this context - (essential).
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Purpose of the Job
The Shoprite Group is Africa’s largest fast-moving consumer goods retailer with over 24 million customers and more than 2 800 outlets. Our customers are at the heart of what we do, and our sole purpose is to provide all communities with high-quality products at the most affordable prices. Within such a dynamic environment, placing the customer at the center of everything we do is essential to maintain a competitive position. You will be an integral part of the Customer Contact team, helping us to up our game for our customers. You will be surrounded by teams and individuals who challenge and inspire you to be extraordinary. Are you ready to make an impact?
The purpose of the Customer Service Centre Agent role is to support all inbound and outbound customer interactions for all supported contact centre channels in a friendly, knowledgeable, and professional manner. To promote a positive company image through telephonic and email interaction whilst solving problems.
- Job Advert Details
- Job Category
- Customer Service
- Job Objectives
- Support customer interactions across various channels (including voice, email, chat, and social media)
- Answer and resolve customer interactions timeously to drive a First Contact Resolution (FCR) culture, by being knowledgeable and able to troubleshoot effectively.
- Remain knowledgeable of performance requirements, brands, products, programmes, and process documentation
- Ensure all Service Level Agreements are adhered to and strive to meet set KPI targets
- Ensure all set Shoprite standards, policies, and procedures are followed
- Identify and escalate potential system and process improvements with the aim to enhance the customer’s journey.
Qualifications
- Matric (Grade 12)- essential
Experience
- +3 years in a Customer Service environment in a similar role in a similar role, with the ability, knowledge, and skills in providing excellent customer service support – (essential).
- Proficient in Microsoft O365 with a focus on applicable tools to execute areas of function – (essential).
Method of Application
Use the link(s) below to apply on company website.
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