Customer service manager Job Description
Customer service manager Job Description Template
The Customer Service Manager oversees customer experience, ensuring efficient and responsive service delivery. Responsibilities include team supervision, managing customer queries, resolving complaints, and enhancing customer satisfaction.
Responsibilities:
- Develop and implement customer service policies and procedures to enhance customer satisfaction and experience.
- Recruit, train, and manage a team of customer service representatives.
- Monitor and analyze customer service metrics to identify areas for improvement and implement necessary changes.
- Collaborate with other departments to ensure seamless customer service experience across all touchpoints.
- Resolve complex customer issues and complaints, and escalate when necessary.
- Develop and maintain relationships with key customers to understand their needs and provide personalized service.
- Stay up-to-date with industry trends and best practices in customer service management.
- Create and maintain customer service manuals, training materials, and other resources for the team.
Requirements:
- At least 5 years of experience in customer service or related field
- Excellent communication skills, both written and verbal
- Strong leadership and management abilities to lead a team of customer service representatives
- Experience in creating and implementing customer service policies and procedures
- Ability to analyze data and metrics to improve customer service performance
- Proficient in using customer service software and tools
- Bachelor's degree in business administration or related field
- Ability to work under pressure and handle customer complaints effectively.
