Customer Service Manager Job Profile and Description
The customer service managers typically work in retail stores, call centers, offices, restaurants, hotels etc. These professionals are usually responsible for hiring, training and managing employees who work in the company’s customer care department. Customer service managers usually work in connivance with the members of the company’s management for establishing procedures and policies while dealing with customers and clients. They handle customer grievances and controls and also assist people who have questions regarding the company’s billing, products and other concerns.
Customer Service Manager Duties and Responsibilities
The typical duties that a customer service manager has to discharge include the following:
- Investigating the customer’s problems and identifying the solutions.
- Communicating with customers via email, traditional letters or telephone.
- Hiring, training and terminating customer servicing agents.
- Providing scripts that are to be read out during phone calls.
- Handling major customer complaints and grievances that can’t be resolved by agents.
- Resolving complaints and ordering issues.
- Asking customers to give feedback on agents as also the customer service experience they were extended.
- Keeping abreast of the new products and services introduced by the company.
- Issuing refunds to the customers.
- Overseeing product exchanges and returns.
- Analyzing statistics and data.
- Compiling and printing reports regarding the overall customer satisfaction.
- Isolating and identifying the areas of improvement.
- Training customer service agents about adequately addressing problems over the telephone or about writing correspondences.
- Working with the management of the organization on customer service matters.
- Utilizing the social media channels for responding to customer praises and complaints.
Customer Service Manager Skills and Specifications
A customer service manager must have the following skills:
- Giving the fullest attention to what customers are saying, taking time to comprehend the points being stressed, asking questions wherever appropriate and not interrupting at undesirable times.
- Reading comprehension i.e. understating all written paragraphs and sentences regarding documents related to work.
- Monitoring and assessing the performance of himself, customer service representatives and taking corrective action wherever required.
Customer Service Manager Education and Qualification
Following are the education and qualifications required for being a customer service supervisor.
- Graduation is preferred in this field.
- At least 3-4 years experience in similar capacity and ability to handle a team.
Customer Service Manager Salary
A customer service agent can command a salary of about $22,000 per annum. The remuneration increases with experience.