Customer Service Manager at PnP

Introduction

Provide exceptional Customer Service and uphold the company values with the community.

Duties & Responsibilities

1. Customer Service
2. Informal and formal feedback
3. Customer Complaints Chart
4. Store Standards
5. SOPs
6. Communication
7. Training
8. Store Audits
9. Social Responsibility
10. Administration
11. Ad-hoc Projects
12. Project Plans

The incumbent may also be expected to perform other duties as assigned from time to time. This position will require transferability between stores.

1. Matric
2. 12-18 months face-to-face customer service experience
3. Drivers License

1. Self-driven
2. Basic computer literate (MS Office)
3. High energy levels
4. High attention to detail
5. Ability to think on your feet when resolving problems
6. Customer service centric
7. Sense of urgency
8. Professional
9. Analytical skills
10. Good communication skills
11. Good intrapersonal skills
12. Understanding of Pick n Pay's business priorities
13. Understanding of different store formats
14. Understanding of Pick n Pay values and expected performance standards
15. Understanding of organizational structures, business flows, where and how to source information
16. Gain understanding on the process of handling customer complaints via different mediums
17. Understand the SOP governing the public liability process
18. Basic knowledge on the SOP governing the food safety procedure
19. In-depth knowledge on the roles of the CSM in store and the community around the store

1. HR Policy
2. Consumer Protection Act
3. Liquor Act