How to become a Customer Service Manager

Customer service managers look after an organisation's customer services, including after-sales service, and work to maintain good customer relations.

Personal requirements for a Customer Service Manager

  • Interested in working with people
  • Friendly, helpful and patient
  • Good communication and interpersonal skills
  • Able to work as part of a team
  • Able to project a professional manner at all times
  • Able to motivate staff
  • Able to remain calm in stressful situations.

Duties & Tasks of a Customer Service Manager

Customer service managers may perform the following tasks:

  • Manage customer service staff to ensure they are motivated and have the knowledge and skills needed to perform their roles effectively
  • Develop and review customer relations policies, programs and procedures
  • Provide direction and feedback to team members and assist with recruitment
  • Plan, put into place and manage after-sales services, and continually improve these services
  • Talk to other managers within other organisational units, and to service agents and customers to identify and respond to issues and expectations
  • Ensure the organisation complies with established product and service quality standards
  • Distribute promotional and service publications to service agents and customers.

Working conditions for a Customer Service Manager

Customer service managers generally work indoors for companies or government departments. They usually work regular hours, but from time to time may be required to deal with problems that arise after hours or on weekends.


Specializations

Customer Service Manager

Customer service managers look after an organisation's customer services, including after-sales service, and work to maintain good customer relations.

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