Customer Service Manager
(Client Services Manager, Service Manager, Manager (Customer Service))
Fact Sheet
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Discussing employee's progress reports |
Customer service managers look after an organization's customer services including after-sales service, and work to maintain good customer relations.
Duties and Tasks
Customer service managers may perform the following tasks:
- manage customer services staff, to make sure they are motivated and have the knowledge and skills needed to perform effectively
- develop and review customer relations policies, programs and procedures
- plan, put into place and manage after-sales services, and continually improve those services
- talk to other managers within other organizational units, and to service agents and customers to identify and respond to issues and expectations
- make sure that the organization complies with established product and service quality standards
- distribute promotional and service publications to service agents and customers.
Quick Facts
School subjects that include some aspect of English provide a useful background to these jobs. In some cases an English-related subject is a pre-requisite for entry to courses that provide the training for the job.
These jobs require you to be able to see clearly to examine items close-up. It covers jobs where poor vision e.g. tunnel vision, could make the work place unsafe or the job difficult to undertake, e.g. draftsperson working with detailed drawings; checkout operator reading dockets; work requiring good hand-eye co-ordination for working with precision or semi-precision tools.
Workers performing these jobs would usually be expected to spend more than three-quarters of their day indoors, in an office, factory or other enclosed area protected from the weather.
These jobs require moderate or better reading and writing skills. Workers may be expected to prepare, understand or act on written materials, such as letters or reports. People may wish to avoid these jobs if their reading or writing English skills are limited to a small range of words or phrases and symbols. Jobs remaining may still require very basic reading or writing skills.
The main duties and tasks involved in these jobs are usually performed standing up for periods of at least two hours at a stretch.
Included are jobs in accounting, administration, advertising, banking, distribution, economics, finance, marketing, personnel management, policy advice, public relations, real estate, sales and valuation.
Included are jobs providing services in the hospitality and tourism industries, in areas such as accommodation, and food and beverage preparation.
These jobs involve WORKING WITH PEOPLE, to help, inform, teach or treat them. Activities include discussing personal issues, listening to people's problems, and providing advice, instruction, information or treatment to meet their needs.
These jobs involve WORKING WITH DATA to order, process or retrieve facts and figures, or to develop or administer policies and procedures. Activities include organising, using or updating information, such as files or accounts, developing or following procedures or systems, and the planning, budgeting, and staffing of an organisation.
These jobs involve WORKING WITH PEOPLE, to sell to, influence, motivate, negotiate with, or serve them. Activities include selling, promoting or providing goods or services, bargaining, or presenting a point of view.
Jobs in this group usually require completion of a recognised Bachelor Degree, or extensive relevant experience. Some jobs also require post-graduate study, such as a Graduate Certificate, Graduate Diploma or Master Degree.
Work Conditions
Customer service managers generally work indoors for companies or government departments. They usually work regular hours but from time to time may be required to deal with problems which arise after hours or on weekends.
Personal Requirements
- interested in working with people
- friendly, helpful and patient
- good communication and interpersonal skills
- able to work as part of a team
- able to project a professional manner at all times
- able to motivate staff
- able to remain calm in stressful situations