Customer Service Manager
Job Description

Comprehensive customer service manager job description.

This job description provides a clear understanding of the duties, responsibilities, skills and competencies involved in the customer service management job and a detailed explanation of the role of the customer service manager.

Customer service manager with customer service agents in background

Certain responsibilities will vary according to the company and industry but the fundamental activities and job requirements remain standard throughout. This job may also be referred to as Customer Care Manager.

SAMPLE CUSTOMER SERVICE MANAGER JOB DESCRIPTION

General Purpose

Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

Main Job Tasks, Duties and Responsibilities

develop and implement customer service policies and procedures
define and communicate customer service standards
review and assess customer service contracts
oversee the achievement and maintenance of agreed customer service levels and standards
direct the daily operations of the customer service team
plan, prioritize and delegate work tasks to ensure proper functioning of the department
ensure the necessary resources and tools are available for quality customer service delivery
review customer complaints
track customer complaint resolution
handle complex and escalated customer service issues
monitor accuracy of reporting and data base information
analyze relevant data to determine customer service outputs
identify and implement strategies to improve quality of service, productivity and profitability
liaise with company management to support and implement growth strategies
co-ordinate and manage customer service projects and initiatives
ensure budget requirements are met
evaluate and performance manage staff
identify and address staff training and coaching needs

Education and Experience

relevant bachelor's degree
customer service experience
supervisory experience
in-depth knowledge of customer service principles and practices
in-depth knowledge of customer service software, databases and CRM tools
Current with relevant technology trends and applications
proficiency in MS Office applications
experience in use of social media platforms
product knowledge

Key Skills and Competencies

communication skills
customer service focus
supervisory skills
problem analysis and problem-solving
decision-making
planning and organizing
initiative
flexibility
presentation skills
stress tolerance

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Customer Service Resume Template

Customer Service Resume Objective Examples

What makes a good customer service manager?

Find out the key qualities and competencies of a good customer service manager at What makes a good manager?

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