Local Customer Service Manager

Pick n Pay Retailers; Ballito; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Pick n Pay Retailers in Ballito is seeking a Customer Service Manager to lead frontline teams, uphold SOPs, and drive exceptional customer experiences across the store. You will supervise staff, monitor service standards, and coordinate with store leadership to deliver efficient workflows.

The role requires strong communication, a proactive attitude, and hands-on supervision of tills, training, and complaint resolution while upholding the company's values and legal requirements.

Qualifications

• Matric/ Grade 12; SA ID; valid Driver’s license code 08; 12–18 months face-to-face customer service experience.
• Transferability between stores may be required.

Responsibilities

• Deliver outstanding customer service and resolve customer issues efficiently.
• Monitor, document, and respond to complaints using the Customer Complaints Chart.
• Oversee store audits and ensure SOPs are followed.
• Lead frontline staff and ensure adequate tills and equipment.
• Provide staff training and support continuous service improvements.

Skills

High energy

Customer-centric

Communication skills

Problem solving

SOP knowledge

HR policies knowledge

Public liability knowledge

Job description

It’s fun to work in a company where people truly BELIEVE in what they're doing! To ensure exceptional customer service and store standards through effective implementation of SOPs, training, communication, audits, and complaint resolution. This role also supports the frontline by ensuring the correct frontline procedures and processes are adhered to daily and ensure efficient workflow throughout the department and supervise staff and provide exceptional Customer Service and uphold the company values with the community.

Requirements

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

Competencies

• Behavioural 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 Frontline
  • Knowledge of the Consumer Protection Act & Liquor Act
  • Understanding of 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

Customer Service & Feedback

• Deliver outstanding customer service and resolve customer issues efficiently.
• Monitor, document, and respond to complaints using the Customer Complaints Chart.
• Gather, analyse, 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.

Frontline Management

• Monitors flow of customers and ensures that sufficient tills are open
• Controls cashiers and till packers lunch and tea breaks to ensure continuity of service at tills
• Ensures that Frontline staff have all the necessary stationery and equipment at all times
• Ensures that all equipment on frontline is in proper working order
• Ensures an efficient flow of customers through available tills
• Ensures Frontline standard operating procedures and company policies are adhered to

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.

People Management & Development

• Evaluates the performance of direct reports against agreed objectives and standards
• Responsible for managing shorts & overs discipline in line with the company policy
• Reviews staffing requirements and provides input into staff scheduling
• Ensures all new staff are trained and aware of policies and procedures
• Identifies training needs
• Coaches staff and management
• Communicates new initiatives on frontline and ensures all staff are trained when needed
• 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.

Finance & Administration

• Ensures that all equipment is properly maintained in effective working order
• Ensures that general maintenance standards are met

If you like wild growth and working with happy, enthusiastic over‑achievers, you'll enjoy your career with us! Discover who we are

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

• 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.