Customer Service Manager at PnP

Pick n Pay; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading retail grocery chain in Cape Town is seeking a dedicated individual to ensure exceptional customer service and store standards. Responsibilities include overseeing store compliance, delivering outstanding customer service, and facilitating staff training. The ideal candidate will have grade 12 education and a valid driver's license, along with face-to-face customer service experience. Join our team to contribute to our community-focused initiatives and uphold our company's values.

Qualifications

• Valid South African ID is required.
• Must have a driver's license code 08.
• 12 - 18 months of face-to-face customer service experience.

Responsibilities

• Deliver outstanding customer service and resolve customer issues.
• Ensure adherence to Store Operating Procedures (SOPs).
• Maintain high levels of store cleanliness, safety, and organization.

Skills

Customer service

Time management

Communication

Problem-solving

Attention to detail

Education

Grade 12

Tools

MS Office

Job description

Overview

Introduction

To ensure exceptional customer service and store standards through effective implementation of SOPs, training, communication, audits, and complaint resolution. This role also supports administrative functions, social responsibility initiatives, and personal development goals in alignment with the company's values and objectives.

Duties & Responsibilities

Customer Service & Feedback

Deliver outstanding customer service and resolve customer issues efficiently.

Monitor, document, and respond to complaints using the Customer Complaints Chart.

Gather, analyze, and provide informal and formal feedback from customers and staff to enhance service delivery.

Store Standards & Compliance

Ensure adherence to Store Operating Procedures (SOPs).

Oversee Store Audits and address any areas of non-compliance.

Maintain high levels of store cleanliness, safety, and organization.

Communication

Facilitate clear and consistent communication within the team and with customers.

Regularly contribute updates and success stories to the Local Newspaper or internal newsletter.

Training & Development

Coordinate and deliver staff training aligned with SOPs and customer service best practices.

Support team members in achieving their Personal Development Plans (PDPs).

• Collaborate with managers to complete the Individual Performance Agreement (IPA) process.

Social Responsibility

Champion and implement the store's Social Responsibility initiatives within the local community.

Administration & Projects

Manage administrative tasks accurately and timeously.

Support and lead ad-hoc projects, including the development of project plans and timelines.

Leadership & Personal Accountability

Demonstrate strong self-leadership, time management, and accountability.

Consistently reflect and improve through informal and formal feedback mechanisms.

Align personal goals with team and business objectives through regular performance reviews.

Desired Experience & Qualification

Grade 12

Must have a valid South African ID

Must have a valid Driver's license code 08

12 - 18 months face-to-face customer service experience

Must be successful in at least 2 competency-based interviews

Must be flexible and willing to be transferred between stores

Competencies

Demonstrates initiative and the ability to work independently

Proficient in basic computer applications, particularly MS Office

Maintains a strong focus on detail and accuracy

Thinks quickly and adapts effectively when resolving issues

Analytical thinker with sound problem-solving abilities

Behavioral Attributes

High levels of personal energy and drive

Strong sense of urgency and accountability

Customer-centric approach in all interactions

Maintains professionalism in appearance and conduct

Excellent verbal and written communication skills

Strong intrapersonal skills and emotional intelligence

Technical & Functional Skills

• Understands the customer service ethos and its practical application
• Familiarity with customer complaint handling processes across various channels
• Basic Understanding Of Standard Operating Procedures (SOPs) For
• Food safety
• Public liability
• Ability to interpret and use reports effectively
• Working knowledge of HR policies and procedures

Organizational Knowledge & Values

Deep understanding of Pick n Pay's values and cultural expectations

Awareness of business priorities and strategic objectives

Knowledge of different Pick n Pay store formats

Understands organizational structures and how to navigate internal processes

Committed to upholding the Pick n Pay Code of Ethics

Insight into the role of the Customer Service Manager (CSM) in-store and in the broader community