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.

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

Key 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, 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!

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