Customer Service Manager Job Description Template
The Customer Service Manager will be responsible for leading and managing a team of customer service representatives. The Customer Service Manager will ensure that the team provides excellent customer service to all customers, resolves customer complaints in a timely manner, and meets departmental goals and objectives. The Customer Service Manager will also develop and implement strategies to improve customer satisfaction levels.
Customer Service Manager Job Responsibilities
- Hiring, training, and supervising customer service representatives
- Planning and implementing strategies to improve customer satisfaction
- Investigating and resolving customer complaints
- Monitoring call volume and ensuring adequate staffing levels
- Developing reporting procedures to track customer satisfaction metrics
- Analyzing data to identify trends and recommend improvements
- Creating and maintaining documentation of policies and procedures
- collaborating with other departments to resolve issues impacting customers
Objectives
- To increase customer satisfaction levels by implementing and monitoring effective customer service policies and procedures.
- To ensure that customers are always greeted politely and promptly, and that their queries are dealt with efficiently and effectively.
- To oversee the training of all new customer service staff, as well as providing ongoing development opportunities for existing team members.
- To monitor call volumes and average handling times, ensuring that targets are met or exceeded.
- To liaise closely with other departments within the company to ensure that customers receive a seamless service.
- To constantly seek ways to improve the overall level of customer service provided.
Customer Service Manager Job Skills & Qualifications Needed
- The skills and qualifications needed for the role of customer service manager vary depending on the company and industry. However, most customer service managers need at least a bachelor's degree in business or a related field. They must also have several years of experience working in customer service or a related field. Additionally, customer service managers must have excellent communication, interpersonal, and leadership skills.