Customer Service Manager Job Profile

Find out the typical duties and opportunities of a Customer Services Manager”¦

Job Description:

As a customer service manager you will ensure that the needs of customers are being satisfied. Their aim is to provide excellent customer service and to promote this idea throughout the organisation they work for. Work is usually carried out from an office or from a customer services desk in a public area, such as a shop or a train station. Self-employment is not common in this area of work.

 Responsibilities:

• Helping to develop and implement a customer service policy for an entire organisation
• Finding ways to measure customer satisfaction and improve services
• Handling face-to-face enquiries from customers
• Providing help and advice to customers using your organisation’s products or services
• Investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants
• Keeping accurate records of discussions or correspondence with customers
• Analysing statistics or other data to determine the level of customer service your organisation is providing
• Writing reports analysing the customer service that your organisation provides
• Developing feedback or complaints procedures for customers to use
• Meeting with other managers to discuss possible improvements to customer service
• Leading or supervising a team of customer service staff
• Learning about your organisation’s products or services and keeping up to date with changes

 

Skills:

• Communication skills that allow you to inform, help customers clearly and to liaise effectively with other professionals
• Listening skills, to understand exactly what customers require
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
• Motivational skills and an ability to supervise and lead a team of customer service assistants
• Creative thinking, to be able to come up with new ideas to improve customer service standards
• Good personal presentation, especially when working with customers face to face
• A commitment to improve your own customer service skills on an ongoing basis