The rise of the internet has changed the modern world in many ways, and an online presence has become nearly essential for large businesses. However, not everyone has exceptional knowledge of, and experience with, the internet and computer technology in general, and this highlights the important role played by customer service managers of web/internet services.
These managers are in charge of a team which resolves all questions and concerns about their company's internet services. Customer service managers are employed by a wide range of web services, from those which build and maintain websites to those which provide high-speed internet. Prior experience in leading a team of personnel may be required for this position, as customer service managers must be able to clearly express their expectations and goals to a group and provide assistance as needed. Hiring, training, and scheduling employees may also fall under their responsibility. They should know how to operate call center phones, monitor e-mails, and assist customers as their subordinates do, so a charismatic personality is helpful to keep everyone motivated.
In-depth knowledge of the internet and computer software/hardware is essential for those in this position. Most of their subordinates work with customers who may have a variety of computer/internet issues, so they must be able to assist them regarding any complex issues which require additional attention. A degree is not generally required for this position, but candidates who have prior sales experience may be preferred by some employers to better promote and sell the company's products and services.
Customer Service Manager, Web/Internet Service Tasks
Manages the customer service operations, which deals directly with customers and is the first point of contact.
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.