Local Customer Service Manager

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.

• Matric/ Grade 12
• Must have a valid South African
• 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.

• 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

• 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.

• 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.

• Facilitate clear and consistent communication within the team and with customers.
• Regularly contribute updates and success stories to the Local Newspaper or internal newsletter.

• 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

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

• Manage administrative tasks accurately and timeously.
• Support and lead ad-hoc projects, including the development of project plans and timelines.

• 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…