Customer Service Manager Job Description: Top Duties and Qualifications

A Customer Service Manager, or Customer Care Manager, is responsible for managing the needs of customers and ensuring customer satisfaction. Their duties include supervising the customer service team, overseeing team training, and responding to customer queries or concerns.

 

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What does a Customer Service Manager do?

A Customer Service Manager is responsible for ensuring maximum customer satisfaction for products and services marketed, sold, or distributed by your company. The primary duties of a Customer Service Manager include the supervision and management of the customer service team, their training, and their understanding of company standards with respect to customer service. A Customer Service Manager is also required to closely monitor and handle customer inquiries and plays a critical role in resolving customer issues and complaints.

 

Customer Service Manager duties and responsibilities

Most organizations require their Customer Service Managers to play a key role in ensuring customers are satisfied with the products and services and that any complaints or queries are addressed and resolved promptly. This involves creating a team that is well-trained and skilled in dealing with customer-related issues and taking over problems that are more complicated and require high-level customer support.

Generally, a Customer Service Manager’s duties and responsibilities may include:

  • Monitoring Customer Service Associates and evaluating their responses and handling of customer queries and concerns
  • Establishing achievable customer satisfaction goals
  • Communicating those goals to the customer service team
  • Ensuring prompt responses from each Customer Service Associate
  • Hiring new Customer Service Associates based on team requirements, standards and corporate direction
  • Ensuring the overall satisfaction and loyalty of all customers

 

Customer Service Manager skills and qualifications

The successful Customer Service Manager candidate should have previous job experience in a customer service environment. Managerial training and certifications are an asset, as are a variety of soft skills and personality traits that can be beneficial in successful customer service management. Examples of Customer Service Manager skills include:

  • Ability to train and mentor a customer service team
  • Excellent written and verbal communication skills
  • Effective listening skills, and patience and tolerance when dealing with difficult customers
  • Fast response time
  • Problem-solving and decision-making skills
  • Knowledge about the processes involved in resolving product or service related issues when highlighted by a customer
  • Proficiency with company software

 

Customer Service Manager experience requirements

For this role, it is generally expected that the applicant will have at least 10 years of experience in the field of customer service and five years of experience in a managerial position. Previous experience in a related industry is generally considered helpful, but not always essential.

 

Customer Service Manager education and training requirements

A Customer Service Manager often must have a bachelor’s degree in either business administration or a related administrative or managerial field. Additional certifications and skills related to customer service management, customer service training, conflict resolution, customer management, and other related areas are assets and can help shortlist candidates who would be suitable for this position.

 

Customer Service Manager salary expectations

According to Indeed Salaries, the average salary of a Customer Service Manager is $46,831 per year. Salary may be dependent on the candidate’s level of experience, the location of the position, and the exact hiring practices of the company. 

 

Job description samples for similar positions

If a Customer Service Manager is not quite what you’re looking for, here are some other job description samples for similar positions that may fit your needs:

 

Customer Service Manager job description FAQs

 

What qualities make a good Customer Service Manager?

Communication skills (both written and verbal), patience, tolerance, conflict resolution, and negotiation skills are all qualities that make a good Customer Service Manager. Also, the ability to listen to what the customer has to say and being empathetic about their concerns and queries can help increase customer satisfaction and loyalty to your company. In addition, a good Customer Service Manager is always prompt at responding to customers. 

 

Who does a Customer Service Manager work with and report to?

Customer Service Managers generally report to the Head of Marketing or Human Resources. However, they often work very closely with the entire sales and marketing team so that they understand the products or services that are being offered to the customer as well as any potential issues (either technical or functional) that could arise.

 

What makes a good Customer Service Manager job description?

A Customer Service Manager job description should clearly specify the type of tasks the applicant would have to perform, such as supervising Customer Service Agents, training new Customer Service Agents, listening to live customer calls, escalating issues, and other similar duties that would be essential to the role. Different companies have different requirements when it comes to the management of customer needs, so specific requirements must be clearly stated. 

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