Customer Service Manager Job Description and Profile

The job of a Customer Service Manager is a highly focused position to ensure that the organization understands and satisfies its customer’s requirements.  They help in developing customer service policies and procedures for an organization and they handle face-to face complex inquiries from customers. A Customer service manager’s main aim is to provide fantabulous customer service.

Duties and Responsibilities

  • Solving and investigating customer’s long-standing or complex problems passed on by the customer service assistants.
  • Communicating politely with customers by email, letter, face to face, and telephone.
  • Handling all customer complaints or major incidents, like customer ill health problem or a security issue.
  • Visiting customers for the provision of one-to-one service and developing complaints or feedback procedures for the use of customers.
  • Providing advice and help to customers using the products or services of the organization.
  • Issuing compensations or refunds to customers and maintaining accurate and timely records of correspondence or discussions with the customers.
  • Supervising customer service teams, learning about the products or services of the organization, and following up-to-date with modifications.
  • Training staff or employees to deliver excellent customer service and involving in staff appraisals and recruitment process.
  • Developing customer service standards, policies and procedures for the organization or department.
  • Keeping abreast developments and changes in customer service field by reading pertinent journals, attending meetings and courses.
  • Analyzing data or statistics to identify the customer service level, the organization is providing.

Skills and Specifications

  • Politeness, confidence, tact, patience, politeness, and diplomacy while dealing with complex problems.
  • Motivational, listening, and problem-solving skills.
  • Ability to produce creative ideas to ameliorate customer service standards.
  • Should be able to ameliorate customer service skills.
  • Ability to lead and supervise teams and work under tight deadlines.

Education and Qualifications

  • Degree in Consumer studies, Business studies, or Management studies related field from an accredited institution.
  • Experience in customer service management related activities.