Customer Service Manager

Customer Service Manager manages a team or unit of customer service representatives and ensures service levels are met or exceeded. Establish efficient and balanced work flows that maximize efficiency and produce high levels of service quality and customer satisfaction. Being a Customer Service Manager monitor and measure service metrics and utilize to develop standards, improvements, or changes to process. Make recommendations for changes to products or services based on customer feedback and requests. Additionally, Customer Service Manager typically requires a bachelor’s degree in business, marketing or its equivalent. Typically reports to a senior manager. The Customer Service Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. To be a Customer Service Manager typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required.

Customer Service Manager Job Description Template

Our company is looking for a Customer Service Manager to join our team.

Responsibilities:

  • Manage a forwarding (4 people) and estimates (3 people) team;
  • Develop service procedures, policies and standards;
  • Improve customer service experience, create engaged customers and facilitate organic growth;
  • Set a clear mission and deploy strategies focused towards that mission;
  • Keep accurate records and document customer service actions and discussions;
  • Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment;
  • Control resources and utilise assets to achieve qualitative and quantitative targets;
  • Take ownership of customers issues and follow problems through to resolution;
  • Maintain an orderly workflow according to priorities;
  • Analyse statistics and compile accurate reports;
  • Adhere to and manage the approved budget;
  • Keep ahead of industry’s developments and apply best practices to areas of improvement.

Requirements:

  • Working knowledge of customer service software, databases and tools;
  • Proven working experience as a customer service manager for online businesses;
  • At least [5-7] years in relevant customer service experience;
  • Experience being a Manager in a BPO Setting is a MUST;
  • Strong client-facing and communication skills;
  • Ability to work under pressure and in dynamic working conditions;
  • Proficiency in English;
  • Excellent communication skills with strong leadership capabilities and creativity;
  • Comfortable to handle phone, chat, and email communications in a professional manner;
  • Experience in providing customer service support;
  • Customer service oriented;
  • Awareness of industry’s latest technology trends and applications;
  • Ability to think strategically and to lead;
  • At least [3-5] years of managerial experience (overseeing or supporting a team);
  • Willing to travel to the United States for meetings (Experience in traveling to the US is a plus).