Customer Service Manager

Company: Pick n Pay Careers

Job Overview

Pick n Pay is seeking a dynamic Customer Service Manager to lead the delivery of exceptional service and drive store excellence. This role combines people management, operational oversight, and customer engagement to enhance the overall shopping experience.

Key Responsibilities

Champion Customer Experience

• Lead by example to ensure outstanding customer service daily

• Resolve customer queries and complaints efficiently and professionally

• Collect and analyse feedback from customers and colleagues to improve service delivery

Maintain Store Excellence

• Ensure flawless execution of Store Operating Procedures (SOPs)

• Conduct regular audits and address non-compliance

• Maintain high standards of cleanliness, safety, and store presentation

Communicate and Connect

• Facilitate clear and consistent communication within the team and with customers

• Share success stories and key updates internally and externally

Develop and Empower People

• Coordinate and deliver customer service training to build team confidence and performance

• Collaborate with management to achieve individual and team development goals

Administration & Projects

• Manage administrative tasks accurately and efficiently

• Lead and support ad-hoc projects, including planning and monitoring timelines

Lead with Purpose

• Drive local social responsibility initiatives to positively impact the community

• Take ownership of personal and team performance through proactive leadership and accountability

Qualifications & Requirements

• Matric (Grade 12) – required

• Valid driver’s license

• 2–3 years frontline, face-to-face customer service experience

• Willingness to transfer between stores as required

Skills & 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

• Adaptability in a fast-paced retail environment

• Proficiency in MS Office (Excel, PowerPoint, Outlook)