Customer Service Manager

Pick n Pay; Wes-Kaap; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Pick n Pay is recruiting for a role overseeing customer service levels in stores within the Wes-Kaap region. The candidate will manage customer interactions, ensure store hygiene standards, and drive continuous improvements in service delivery.

The ideal candidate has Matric, a valid driver's license, and 2–3 years of frontline customer service experience, with readiness to transfer between stores as needed. Strong communication and leadership are essential.

Qualifications

• Matric (Grade 12) is required.
• Valid driver's license is required.
• 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 delivering outstanding service daily.
• Resolve customer queries and complaints with care and efficiency.
• Collate and analyse feedback to improve service delivery.
• Maintain SOP compliance and audit readiness.
• Communicate clearly within the team and with customers.
• Coordinate customer service training and development with management.
• Manage admin tasks and support ad-hoc projects.

Skills

Organisational skills

Communication

People management

MS Office

Attention to detail

Adaptability

Teamwork

Driver's license

Education

Matric (Grade 12)

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.

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.

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

Discover who we are