• The Hypermarkets are looking for a dynamic and results-driven Customer Service Coordinator to lead and implement customer service excellence across our retail division. This role is responsible for developing a strong service culture through training, operational execution, and community engagement. The ideal candidate will play a key role in enhancing the customer shopping experience, driving service standards in-store, and positioning the division in corporate social investment (CSI) initiatives.
• Matric
• 3 Years retail experience
• Hospitality and Service Industry experience is advantageous
• Proven track record in Customer service roles and change management will be advantageous
• Valid Driver’s License
• Excellent computer skills i.e. Excel and SAP

Competencies

• Excellent communication skills
• Methodical/Structure work ethic plan
• Organize and follow up on activities and plan
• Attention to detail
• Detail Orientation
• Numerical Reasoning
• Independence
• Adaptive to changing business environment
• Adhere to standards and policies
• Customer orientation

Service Excellence & Strategy Development

• Develop and implement a customer service strategy aligned with the national strategy.
• Establish service excellence standards and ensure consistent execution across all stores.
• Work closely with store teams and management to embed a customer centric mindset.
• Monitor and analyse customer service performance metrics to identify areas for improvement.
• Share reports and analysis to ensure stores are monitoring key metrics.

Training & Development

• Deliver customer service training for staff and management encouraging a strong service culture.
• Conduct in-store coaching and workshops to empower teams with best practices.
• Conduct in-store coaching and workshops on service related policies and SOP’s.
• Collaborate with HR and Learning & Development teams to integrate service excellence into employee onboarding and ongoing training programmes.

In-Store Customer Experience Enhancement

• Work closely with stores to ensure a seamless and exceptional shopping experience for customers.
• Implement customer engagement initiatives that drive loyalty and satisfaction in line with national initiatives.
• Support stores in handling customer service challenges and escalations effectively.
• Conduct store audits and floor walks.

Community Service & CSI Initiatives

• Develop and coordinate community service projects that enhance the company’s corporate social responsibility impact aligned to national guidelines.
• Partner with local communities and stakeholders to implement meaningful CSI initiatives.
• Promote the company’s role as a responsible corporate citizen through customer and community engagement programmes.

Administration

• Provide accurate and timeous reports to divisional head and management teams.
• Maintain accurate reports on the resolution of queries.
• Ensure that all stores follow the legal liability administrative procedure.
• Facilitate the consumer panels; record and maintain minutes to feedback the customer service satisfactory levels in store.