Customer Service Manager

Pick n Pay Retailers; Wes-Kaap; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Pick n Pay Retailers is seeking a Customer Experience Supervisor to manage and monitor service levels across stores in the region. You will ensure SOPs, hygiene, and store standards are met, lead training, and drive continuous improvement through feedback analysis.

The role requires strong coordination, communication, and people management, with the flexibility to transfer between stores as needed. Apply by the closing date.

Qualifications

• Matric (Grade 12) is required.
• Valid driver’s license.
• 2–3 years’ frontline, face-to-face customer service experience.
• Willingness to transfer between stores within the region as required.

Responsibilities

• Champion Customer Experience by leading daily service excellence.
• Resolve customer queries and complaints with care and efficiency.
• Collate and analyse feedback to improve service delivery.
• Ensure flawless SOP compliance and address non-compliance during regular audits.
• Maintain store cleanliness, safety and presentation standards.
• Facilitate clear communication within the team and with customers.
• Develop and empower staff through customer service training.

Skills

Organisational skills

Attention to detail

Communication

People management

Customer satisfaction

MS Office

Job description

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.

Minimum requirements

• Matric (Grade 12)
• Valid driver’s license
• 2–3 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)

Key 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.
• Manage administrative tasks and projects efficiently and accurately.

Lead with Purpose

• Drive local social responsibility initiatives that make a difference in your community.
• Take ownership of your own performance and development through proactive leadership and accountability.

Closing date: Friday 30th October 2026

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Discover who we are

At Pick n Pay, we are more than just a retailer; we are an organisation of dedicated people committed to creating an exceptional shopping experience for our customers and an enriching, vibrant work environment for our employees.

Founded in 1967, Pick n Pay is one of the largest retail chains in South Africa, serving millions of customers across the African continent.

Our reputation is built upon our commitment to offering customers the best in quality, and value.

Our Mission

We serve with our hearts, we create a great place to be and With our minds, we create an excellent place to shop

Our Values

Our values are deeply embedded in our culture and guide our actions: Passion for our Customers: We are passionate about our customers and will fight for their rights. Our customers are our priority, and their satisfaction is our success.

Respect and Care: We care for and respect each other. We value our team's diversity and treat each other with kindness and understanding.

Personal Growth and Opportunity: We foster personal growth and opportunities. We believe in empowering our employees, providing opportunities for learning and advancement.

Leadership and Innovation: We nurture leadership and vision, and reward innovation. We encourage our employees to be leaders in their roles and think outside the box.

Honesty and Integrity: We live by honesty and integrity. We operate with transparency and trustworthiness in all our interactions.

Community Support: We support and participate in our communities. We believe in making a positive impact and giving back to our communities.

Individual Responsibility: We take individual responsibility. We are responsible for our actions and decisions.

Accountability: We are all accountable. We hold ourselves responsible for delivering on our commitments to our customers, each other, and our business.

Why Pick n Pay?

At Pick n Pay, our strength lies in our people. We strive to be the employer of choice, attracting and retaining the best talent in the industry.

We create a work environment that fosters growth, celebrates achievements, and values individual contributions.

Here, your work will be meaningful, recognized, and rewarded.

Experience the joy of being part of Pick n Pay. Let's shape the future of retail in Africa together.

View our career opportunities.