Customer Service Manager

It’s enjoyable to be part of a company where individuals genuinely BELIEVE in their work! Are you enthusiastic about providing outstanding customer experiences and motivating others to do the same? We are in search of a vibrant Customer Service Manager to spearhead the development of a store atmosphere where exceptional service, teamwork, and community engagement flourish. This role is essential for guaranteeing superior customer service and maintaining store standards through the effective execution of SOPs, training, communication, audits, and handling of complaints. Additionally, this position supports administrative functions, social responsibility initiatives, and personal development objectives in alignment with the organization’s principles and goals.

Minimum Requirements:

• Matric (Grade 12) – required.
• Valid driver’s license.
• 1-2 years of frontline, face-to-face customer service experience.
• Willingness to transfer between stores within the region as necessary.

What You Will Bring:

• Strong organizational and coordination abilities.
• High attention to detail and precision.
• Excellent communication, collaboration, and people management skills.
• A proactive, solution-oriented mindset with a dedication to customer satisfaction.
• Flexibility in a fast-paced retail setting and confidence in managing multiple priorities.
• Proficiency in MS Office (Excel, PowerPoint, Outlook).

What You Will Do:

• Champion Customer Experience

  • Set an example by providing exceptional customer service each day.
  • Address customer inquiries and issues with care and efficiency.
  • Gather and evaluate feedback from customers and team members to improve service delivery.

• Maintain Store Excellence

  • Ensure precise implementation of Store Operating Procedures (SOPs).
  • Conduct regular audits to identify and rectify any areas of non-compliance.
  • Uphold outstanding store standards regarding cleanliness, safety, and presentation.

• Communicate and Connect

  • Promote clear and consistent communication within the team and with customers.
  • Share success stories and important updates through internal and external channels, including the local newsletter!

• Develop and Empower People

  • Organize and deliver customer service training that enhances confidence and performance in line with SOPs.
  • Collaborate with management to ensure developmental goals are met.

• Administration & Projects

  • Accurately and promptly manage administrative tasks.
  • Support and oversee ad-hoc projects, including the creation of project plans and timelines.

• Lead with Purpose

  • Drive local social responsibility initiatives that positively impact your community.
  • Efficiently and accurately manage administrative tasks and projects.
  • Take ownership of your own performance and development through proactive leadership and accountability.

Closing Date: 20 February 2026

If you thrive in a dynamic environment and enjoy working alongside motivated, enthusiastic achievers, you will find a rewarding career with us!

Discover Who We Are At Pick n Pay, we are more than just a retailer; we are a collective of committed individuals focused on delivering an outstanding shopping experience for our customers and fostering a rich, vibrant work environment for our employees. Established in 1967, Pick n Pay ranks among the largest retail chains in South Africa, serving millions of customers across the African continent. Our reputation is grounded in our dedication to providing the best quality and value to our customers.

Our Mission We serve with our hearts, creating a great place to be, and with our minds, we cultivate an excellent shopping environment.

Our Values Our values are integral to our culture and guide our behavior:

• Passion for our Customers: We are dedicated to our customers and advocate for their rights. Their satisfaction is our success.
• Respect and Care: We value and respect one another. We appreciate our team’s diversity and treat each other with kindness and understanding.
• Personal Growth and Opportunity: We promote personal development and opportunities for our employees, empowering them through learning and advancement.
• Leadership and Innovation: We encourage leadership and vision, rewarding innovative thinking. We motivate employees to take initiative and think creatively.
• Honesty and Integrity: We uphold honesty and integrity, operating with transparency and trust in all interactions.
• Community Support: We actively support and engage with our communities, believing in making a positive impact and giving back.
• Individual Responsibility: We take personal accountability for our actions and decisions.
• Accountability: We hold ourselves accountable for meeting our commitments to customers, each other, and the business.

Why Pick n Pay? At Pick n Pay, our strength is derived from our people. We aim to be the employer of choice, attracting and retaining top talent in the industry. We cultivate a work environment that encourages growth, celebrates achievements, and values individual contributions. Here, your work will be meaningful, recognized, and rewarded. Experience the satisfaction of being part of Pick n Pay. Let’s shape the future of retail in Africa together. Explore our career opportunities.