Company: Pick n Pay Stores Limited
Industry: Sales / Retail
Deadline: Sep 21, 2025
Job Type: Full Time
Qualification: Matric
Experience: 1 year
Location: Western Cape
City:
Field: Customer Care
Job Title: Customer Service Manager-plettenberg Bay
- 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 customer service-related training in alignment with the company’s values and objectives.
Minimum requirements
- Matric/ Grade 12 (attach certified copy to application)
- 12 – 18 months face-to-face customer service experience
- Must have a valid South African ID
- Must have a valid Driver’s license code 08
- Must be successful in at least 2 competency-based interviews
- Must be flexible and willing to be transferred between stores
Competencies
- Demonstrates initiative and the ability to work independently
- Proficient in basic computer applications, particularly MS Office
- Maintains a strong focus on detail and accuracy
- Thinks quickly and adapts effectively when resolving issues
- Analytical thinker with sound problem-solving abilities
Behavioral 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
- 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, analyze, 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.
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.
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.
Closing date: 20 September 2025
