Job Description

Pick n Pay Careers – Customer Service Manager

Customer Service Manager – Pick n Pay Careers

Job Purpose

• Lead the delivery of exceptional customer experiences while fostering a store environment that promotes service excellence, teamwork, and community impact.
• Ensure store standards are maintained through effective SOP implementation, training, communication, audits, and complaint resolution.
• Support administrative functions, social responsibility initiatives, and personal development goals aligned with company values.

Minimum Requirements

• Matric (Grade 12)
• Valid driver’s license
• 1–2 years’ frontline, face-to-face customer service experience
• Willingness to transfer between stores within the region

Core Competencies

• Strong organisational and coordination skills
• High attention to detail and accuracy
• Excellent communication, collaboration, and people management abilities
• Proactive, solutions-driven mindset with a passion for customer satisfaction
• Adaptable to a fast-paced retail environment and confident managing multiple priorities
• Proficiency in MS Office (Excel, PowerPoint, Outlook)

Key Responsibilities

Champion Customer Experience

• Lead by example in delivering outstanding customer service daily
• Resolve customer queries and complaints efficiently and professionally
• Analyse customer and colleague feedback to enhance service delivery

Maintain Store Excellence

• Ensure flawless execution of Store Operating Procedures (SOPs)
• Conduct regular audits and address any areas of non-compliance
• Maintain high standards of cleanliness, safety, and presentation throughout the store

Communicate and Connect

• Facilitate clear and consistent communication within the team and with customers
• Share success stories and key updates via internal and external platforms, including the local newsletter

Develop and Empower People

• Coordinate and deliver customer service training to build confidence and performance aligned with SOPs
• Collaborate with management to ensure staff development goals are achieved

Administration & Projects

• Manage administrative tasks accurately and on time
• Lead and support ad-hoc projects, including planning and timeline management

Lead with Purpose

• Drive social responsibility initiatives that positively impact the local community
• Take ownership of personal performance and development through proactive leadership and accountability

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