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:
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!
Discover who we are
Welcome to Pick n Pay, where family values and customer-centricity converge to create an unparalleled shopping experience. Since 1967, when the visionary Raymond Ackerman championed the cause of consumers by acquiring the first few stores, the Ackerman family's dedication has steered our journey of growth and expansion.
Today, Pick n Pay stands tall across South Africa, Botswana, Zambia, and Lesotho, embodying our commitment to serving communities far and wide. Additionally, we proudly hold a 49% share in TM Supermarkets, a Zimbabwean retail giant, further extending our reach and impact.
Our core offering spans groceries, clothing, and general merchandise, tailored to meet the diverse needs of our customers. But our dedication doesn't stop there. We go beyond the ordinary, offering value-added services that align with the evolving expectations of our patrons.
The Group strives to address socio-economic challenges through the supply of high-quality, affordable food for all customers, while providing significant employment and economic opportunities across its value chain.
To ensure utmost convenience and accessibility, Pick n Pay operates through various store formats, including both franchised and owned establishments. Whether you step into our stores for a quick grocery run or a leisurely shopping spree, expect nothing less than a seamless and enriching experience at Pick n Pay—the quintessential family store focused on you, our valued customer.
