Customer Service Manager at PnP

Pick n Pay Retailers (Pty) Ltd; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading retail company is seeking a Customer Service Manager to ensure exceptional service standards and compliance with store procedures. The role involves training staff, resolving customer issues, and implementing social responsibility initiatives. Ideal candidates will have a strong customer-centric approach and relevant experience in customer service.

Qualifications

• 12-18 months face-to-face customer service experience.
• Must have a valid Driver's license code 08.

Responsibilities

• Deliver outstanding customer service and resolve customer issues.
• Ensure adherence to Store Operating Procedures (SOPs).
• Coordinate and deliver staff training aligned with SOPs.

Skills

Customer-centric approach

Attention to detail

Problem-solving

Communication

Initiative

Education

Matric/Grade 12

Tools

MS Office

Job description

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

1. 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.
2. 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.
3. 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.
4. 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.
5. Social Responsibility
   • Champion and implement the store's Social Responsibility initiatives within the local community.
6. Administration & Projects
   • Manage administrative tasks accurately and promptly.
   • Support and lead ad-hoc projects, including developing project plans and timelines.
7. Leadership & Personal Accountability
   • Demonstrate strong self-leadership, time management, and accountability.
   • Reflect and improve through feedback mechanisms.
   • Align personal goals with team and business objectives via regular performance reviews.

Desired Experience & Qualifications

Minimum Requirements

• Matric/Grade 12 (attach certified copy to application)
• 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

Core Competencies:

• Demonstrates initiative and ability to work independently
• Proficient in MS Office and basic computer applications
• Attention to detail and accuracy
• Quick thinker and adaptable problem-solver
• Analytical with sound problem-solving skills

Behavioral Attributes:

• High energy and drive
• Strong sense of urgency and accountability
• Customer-centric approach
• Professional appearance and conduct
• Excellent communication skills
• Strong interpersonal skills and emotional intelligence

Technical & Functional Skills:

• Understanding of customer service ethos
• Familiarity with complaint handling processes
• Basic understanding of SOPs for food safety and public liability
• Ability to interpret reports
• Knowledge of HR policies and procedures

Organizational Knowledge & Values

• Understanding of Pick n Pay's values and culture
• Awareness of business priorities and strategies
• Knowledge of store formats and organizational structures
• Commitment to the Code of Ethics
• Insight into the role of the Customer Service Manager in-store and community