Customer Service Manager

About the role

Pick n Pay is hiring a Customer Service Manager, based in Western Cape. To manage the implementation and monitoring of customers service levels in the store and to ensure that all store and hygiene standards are met

Responsibilities

• Champion Customer Experience
• Lead by example to deliver outstanding customer service daily.
• Resolve customer queries and complaints with care and efficiency.
• Collate and analyse feedback from customers and colleagues to enhance service delivery.
• Maintain Store Excellence
• Ensure flawless execution of Store Operating Procedures (SOPs).
• Facilitate regular audits address any areas of non-compliance.
• Maintain exceptional store standards of cleanliness, safety, and presentation.
• Communicate and Connect
• Facilitate clear and consistent communication within the team and with customers.
• Share success stories and key updates with internal and external platforms - including the local newsletter.
• Develop and Empower People
• Coordinate and deliver customer service training that drives confidence and performance aligned with SOPs.
• Collaborate with management to ensure development goals are achieved
• Administration & Projects
• Manage administrative tasks accurately and timeously.
• Support and lead ad-hoc projects, including the development of project plans and timelines.
• Lead with Purpose
• Drive local social responsibility initiatives that make a difference in your community.
• Manage administrative tasks and projects efficiently and accurately.
• Take ownership of your own performance and development through proactive leadership and accountability.

Requirements

• Matric (Grade 12)
• Valid driver’s license
• 2 to 3 years’ frontline, face-to-face customer service experience
• Willingness to transfer between stores within the region as required
• Competencies
• Strong organisational and coordination skills
• High attention to detail and accuracy
• Excellent communication, collaboration, and people management abilities
• A proactive, solutions-driven mindset with a passion for customer satisfaction
• Adaptability in a fast-paced retail environment and confidence handling multiple priorities
• Proficiency in MS Office (Excel, PowerPoint, Outlook