Customer Service Manager Job Description Template

Use this Customer Service Manager job description template to advertise the open roles for free using Modify the requirements according the needs of your organization or the client you are hiring for.
Customer Service Manager Job Description Template

What is a Customer Service Manager?

A Customer Service Manager is a professional responsible for overseeing and improving the customer service experience in an organization. They develop and implement customer service policies and procedures, train and manage a team of customer service representatives, analyze customer feedback and data to identify areas for improvement, and provide solutions to resolve customer issues and complaints.

Customer Service Managers can work in various industries, including retail, hospitality, telecommunications, healthcare, e-commerce, banking, and many others. Their role is to ensure that customers receive excellent service and have a positive interaction with the organization.

Customer Service Manager Job Description Template

Job Brief

We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.


  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyse statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities


  • Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager
  • Experience in providing customer service support
  • Excellent knowledge of management methods and techniques
  • Proficiency in English
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • BS degree in Business Administration or related field

What does Customer Service Manager do?

A Customer Service Manager's daily tasks and responsibilities may vary depending on the industry and company; however, here are some common activities that they typically engage in:

  1. Supervising the customer service team: This involves overseeing and guiding the customer service representatives, providing training and support, and evaluating their performance regularly.

  2. Handling customer inquiries and complaints: Customer Service Managers often handle escalated customer issues that the representatives are unable to resolve. They address customer concerns and find appropriate solutions to ensure customer satisfaction.

  3. Monitoring and improving customer service metrics: Customer Service Managers analyze key performance indicators (KPIs) such as average response time, first contact resolution rate, customer satisfaction scores, and others. They take action based on this data to continuously enhance and meet customer service goals.

  4. Developing and implementing customer service policies: They establish and enforce guidelines and procedures for the customer service department to ensure consistent and high-quality service delivery. This may involve creating scripts, FAQs, or knowledge bases for customer support representatives.

  5. Conducting team meetings: Customer Service Managers conduct regular team meetings to communicate updates, discuss challenges, share best practices, and provide guidance to the customer service representatives.

  6. Collaborating with other departments: Customer Service Managers coordinate with various departments, such as sales, marketing, operations, or product development, to address customer concerns, collect feedback, and improve overall customer experience.

  7. Analyzing customer feedback and trends: They review customer feedback, surveys, and social media mentions to identify trends, patterns, and areas for improvement. This helps them make data-driven decisions and implement necessary changes to enhance customer satisfaction.

  8. Hiring and training new customer service representatives: Customer Service Managers often participate in recruitment processes to hire new team members. They also conduct training sessions to familiarize new representatives with the company's products, services, and customer service policies.

  9. Upgrading customer service technologies: They stay informed about new communication tools, software, and technologies that can improve customer service operations. Customer Service Managers may recommend and implement appropriate technology upgrades to optimize efficiency and enhance the customer experience.

Overall, a Customer Service Manager's primary responsibility is to ensure exceptional customer service, build strong customer relationships, and continuously improve the customer service processes and team performance.

Looking for your next
Recruiting CRM or ATS?
Longlist has all the tools you and your team needs to become a better recruiters. From sourcing to closing, we have you covered.