A customer service manager ensures that the company they work for satisfies its customers’ needs. They may work at various levels, from head office to the front end of the business. Work might include: helping to develop a customer service policy for an entire organization; managing a team of customer service staff; or handling face-to-face enquiries from customers. Responsibilities may also include staffing, training, inventory control, and loss prevention.
A customer service manager is a role model and leader and must solve problems, make informed decisions and manage the department wisely in order to achieve best results. Possible roles vary widely. Customer service management covers a range of job titles, including customer care manager, corporate service manager, relationship manager and customer operation manager. For all of these roles, customer service managers are expected to understand, meet and exceed their customers’ requirements.
The main aim of a customer service manager is to provide excellent customer service. Although the work will vary, depending on the type and size of an organization, typical activities are likely to include some or all of the following:
• Provide help and advice to customers, using the organization’s products or services.
• Communicate politely with customers by telephone, E-mail or face-to-face.
• Investigate and solve customers’ problems.
• Handle customers’ complaints or any problems, such as security issues or an angry customer.
• Issue refunds or compensation to customers.
• Keep accurate records of discussions or correspondence with customers.
• Produce written information for customers, often using computer software.
• Write reports analyzing the customer services that your organization provides.
• Visit customers to provide a one-to-one service.
• Develop feedback or complaint procedures for customers to use.
• Develop customer service policies and standards for your organization or department.
• Meet with other managers to discuss possible improvement to the customer service provided.
• Assist in staff recruitment and appraisals.
• Train staff to deliver a high standard of customer service.
• Lead or supervise a team of customer service staff.
• Learn about your organization’s products or services and keep up to date with any changes.
• Keep ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.