Customer Service Manager

About this role

Pick n Pay is looking for a Customer Service Manager for its store in Muizenberg, Western Cape. The role focuses on keeping service levels high and making sure the store meets its operating and hygiene standards every day.

What you’ll do

• Lead by example to give customers good service every day, and handle their queries and complaints with care.
• Collect and review feedback from customers and staff, and use it to improve how the store serves people.
• Make sure store procedures (SOPs) are followed, and run regular audits to fix any gaps.
• Keep the store clean, safe and well presented.
• Coordinate and deliver customer service training that keeps staff confident and in line with SOPs.
• Handle admin tasks accurately and on time, and help plan and lead special projects, including project plans and timelines.
• Share store news and success stories, including for the local newsletter, and run local community projects.

What you need

• Matric (Grade 12).
• A valid driver’s licence.
• 2 to 3 years of frontline, face-to-face customer service experience.
• Willingness to transfer between stores in the region when needed.
• Strong organisation and coordination skills, with a high attention to detail.
• Good communication, teamwork and people management skills.
• A proactive, solutions-focused approach and a passion for customer satisfaction.
• Ability to adapt in a fast-paced retail setting and handle several priorities at once.
• Proficiency in MS Office (Excel, PowerPoint and Outlook).

Is this job for you?

This role suits someone who has already worked on the shop floor in customer service and now wants to lead a team. You should be organised, comfortable with reports and admin, and happy to step in on projects when needed.

Tips before you apply

• Have your matric certificate, driver’s licence and a clear ID document ready before you apply.
• On your CV, list each customer service role with the dates and the number of years you spent face-to-face with customers.
• Give a short example of a time you improved service, ran a training session or fixed a complaint, and mention your MS Office skills.