Customer Service Manager Job Description Template

Use this Customer Service Manager job description template to advertise the open roles for free using Longlist.io. You can use this template as a starting point, modify the requirements according the needs of your organization or the client you are hiring for.

Customer Service Manager Job Description Template

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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.

Responsibilities

  • 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

Requirements

  • 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.

Customer Service Manager Job Description Examples

Customer Service Manager• Harvey Norman Global Pty Limited

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· Part Time Position· Guaranteed base earnings· Paths for career progression with a trusted national brand

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Customer Service Manager - Remote• Harbor Compliance

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Harbor Compliance is a fast-growing technology company reinventing how nonprofits and businesses manage critical areas of compliance. An Inc. 5000 and Deloitte Technology Fast 500 honoree, Harbor Compliance is using technology to simplify the complexities of business licensing and legal entity management. We have scaled to 25,000+ clients and are just getting started...

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Customer Service Manager• VALLI & VALLI USA INC

Job description

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Valli & Valli USA, a wholly-owned subsidiary of ASSA ABLOY, provides luxury door hardware in contemporary and traditional designs from some of the most recognizable names in the industry. Our mission is to delight our customers by creating high-end styles, providing world-class customer support and relentlessly advocating for customer needs. In return we ...

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Customer Service Manager• Extra Mile Insurance Solutions

Insurance Account ManagerAccount Manager/Customer Service RepresentativeIndependent Insurance Agency, voted “Best in The World,” is looking for an experienced customer service representative. We offer competitive pay, commissions, and the luxury of state-of-the-art systems. We offer the choice of preferred market carriers in Oklahoma & Arkansas. We have the ability and the desire to strive to...

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