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.
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
Recruiting CRM or ATS?
