Customer Service Manager - Royldene at Pick n Pay Stores Limited

Job Advert Summary    

• To provide exceptional Customer Service and uphold the company values with the community

Minimum Requirements    

• Matriculated
• At least 2 years relevant work experience
• Excellent interpersonal and communication skills.
• Proven track record of excellent customer service.
• Written and verbal communication skills in English.
• Well informed on issues relating to customer service, and the business
• Basic computer literacy
• Flexible and willing to assist whenever required.
• Willing to work flexible hours as per the needs of the business – including shifts and Sundays as necessary, as well as stock takes as required

Duties & Responsibilities    

• Customer Service  
• Informal and formal feedback 
• Customer Complain Chart 
• Store Standards 
• SOPs 
• Communication 
• Informal and formal feedback 

 Training 

• Customer Complaints Chart 
• Store Audits 
• Social Responsibility
• Informal and formal feedback 
• Local Newspaper 

 Administration 

• Informal and formal feedback 
•  Ad-hoc Projects 
• Project Plans 
• Leading Self 
• Informal and formal feedback 
• Individual Performance Agreement (IPA) 
• Personal Development Plan (PDP) 

Competencies    

• Self-driven 
• Basic computer literate (MS Office)
• High energy levels
• High attention to detail
• Ability to think on your feet when resolving problems
• Customer service centric
• Sense of urgency
• Professional
• Analytical skills
• Good communication skills
• Good intrapersonal skills
• Pick n Pay values and culture
• Customer service ethos
• Understanding of Pick n Pay’s business priorities
• Understanding of different store formats
• Understanding of Pick n Pay values and expected performance standards
• Understanding of organizational structures, business flows, where and how to source information

Code of Ethics

• Gain understanding on the process of handling customer complaints via different mediums
• Understand the SOP governing the public liability process
• Basic knowledge on the SOP governing the food safety procedure
• In-depth knowledge on the roles of the CSM in store and the community around the store
• Reports
• HR Policy 
• Consumer Protection Act
• Liquor Act