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.
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