A customer service manager is employed in all sorts of fields. Customers may be dealt with in person, on the phone, or in a virtual manner. Since this is a management position, a group of customer service agents will be watched over. It is important to ensure that they are complying to company policies and are providing good customer service. Feedback should be given to these employees when they are not performing well. When customer service skills are lacking for a certain topic, a customer service manager may arrange for all of the employees to have extra training classes, which may be administered by someone else or directly by the manager.
Sometimes, customer service managers may have to deal with customers who are dissatisfied with the service they have received. The manager should do his or her best to make amends to the customer. Sometimes, commission is offered, based on the work of the agents being supervised. So it is important to make sure that they are performing well at all times.
Since this is a higher-up position, it is important to have knowledge about the field where customer service is being provided. Many years of experience in the relevant field may have to be shown. Prior experience as a manager will also be useful. A customer service manager may be busy throughout the full shift, so it is important to be able to stand up to pressure. There are no general requirements for education, though sometimes an associate’s or bachelor’s degree will be needed.
Customer Service Manager Tasks
- Develops, tracks and reports key performance measurements for the unit.
- Develops and implements process and procedures to improve operational efficiency.
- Oversees cross functional work areas targeted to resolve issues raised by customers.
- Manages the customer service operations, which deals directly with customers and is the first point of contact.