Customer Service Manager

Customer Service Manager page is loaded## Customer Service Managerlocations: Meer En See - KwaZulu-Nataltime type: Full timeposted on: Posted Todaytime left to apply: End Date: October 4, 2025 (10 days left to apply)job requisition id: JR It's fun to work in a company where people truly BELIEVE in what they're doingTo manage the implementation and monitoring of customers service levels in the store and to ensure that all store and hygiene standards are met and provide exceptional Customer Service and uphold the company values with the community.**Minimum Requirements**Standard 10 (Grade 12) / N3 or equivalent 2 years relevant working experience.**Competencies**High energy levelsHigh attention to detailAbility to think on your feet when resolving problemsCustomer service centricSense of urgencyProfessionalAnalytical skillsGood communication skillsGood intrapersonal skillsFlexible shifts to meet extended trading hours seven days a week.Valid driver's license.Transferable between stores**Key Responsibilities****Customer Service**Assess queries logged and decide on the appropriate action that will facilitate a speedy resolutionAcknowledge receipt of the logged queries and keep customers updated on the cause of action taken to resolve the queries; follow up on all escalated issues until the resolution of the issueMonitor the cashier scan rate to ensure adherence to the standards and take corrective action to address the deviationConduct the treasure hunts/promotion within the store to ensure customers’ needs are met in terms of promotion stock availabilityEnsure the customer service policies and principles in place are adhered to and take corrective action to address any deviations to remedy the situation**Store Standards**Conduct floor walks prior to store opening to ensure the store is ready for trading and channel non-compliance issues to the relevant management team to address the deviationsEnsure all the relevant standards are adhere to and maintained throughout the day by conducting periodic floor walks**Communication**Share all the relevant information that impacts the daily operation of the store with employees and management to ensure consistency and efficiency in the storeAct as a liaison between customers and store management to facilitate the resolution of customer queries/complaints efficiently**Training**Conduct various on-the-job training and coaching for new and current store employees to ensure they are familiar and competent with correct procedures**Social Responsibility**Screen and decide on the charity to support according to the set criteria aligned to the company valuesFollow the food waste donation process and criteria when choosing charities to support; monitor legitimate usage of donated products and take corrective action for non-complianceParticipate in various social events and activities taking place in the community to help build and maintain the relationship as well as upholding the Pick n Pay brand as a responsible corporate citizen**Administration**Compile the treasure hunt report for the store channel it to the relevant team for actionCompile the monthly 365 report to highlight the status of the store standardsKeep records of staff acknowledgement by customer for input into service star selectionKeep records of charity and waste donations for security and audit purposesMaintain records of mule train checklists to reference against when checking the implementation of corrective actionFacilitate the consumer panels; record and maintain minutes to feedback the customer service satisfactory levels in storesAnalyse customer feedback, identify trends and recommend ways to improve customer service standards in the storeRecord and maintain customer incident report forms according to the company requirements**Ad-hoc Projects**Support and participate in all the ad-hoc national and regional projects/initiatives to ensure successful execution**Leading Self**Demonstrate self-control and recognise own pressure points and use this to guide positive thinking and actionsEffectively organise and prioritise daily workload; volunteer to undertake additional related activities to ultimately deliver on the department’s goalsGet message across in ways that have the desired effect; demonstrate appropriate levels of confidence and professionalism when interacting with peers and managersFocus on the development of skills for day-to-day work in self; share information and know-how with others; listen to feedback and constructive criticism and learn from it; volunteer to undertake tasks that stretch abilities**Closing date: 02 October 2025***If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us*Discover who we areAt Pick n Pay, we are more than just a retailer; we are an organisation of dedicated people committed to creating an exceptional shopping experience for our customers and an enriching, vibrant work environment for our employees. Founded in 1967, Pick n Pay is one of the largest retail chains in South Africa, serving millions of customers across the African continent. Our reputation is built upon our commitment to offering customers the best in quality, and value.Experience the joy of being part of Pick n Pay. Let's shape the future of retail in Africa together. View our career opportunities.
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