This Customer Service Manager Job Description was updated on April 2020.
Customer Service Manager Job Description – Keep Your Customers Happy!
As a customer service manager you will be responsible for making sure the needs of your company’s customers are met. You are also expected to come up with ways to guarantee top quality customer service.
You could work at a variety of levels within the company ranging from the front line of a business right to the heights of head office.
As well as managing a team of staff, you are also expected to meet customers face-to-face and deal with potentially difficult situations. If you are a ‘people person’ you might be interested in a Customer Service Manager job role, keep reading for detailed Customer Service Manager job description.
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What Does A Customer Service Manager Do?
You will be responsible for ensuring the needs of customers are met and your typical duties include:
- Leading and motivating a team of staff to ensure they provide the best possible customer service.
- Developing and updating customer service procedures and policies.
- Authorising refunds or other forms of compensation to customers.
- Handling complex complaints and enquiries.
- Analysing important management information to ensure customers are being properly treated.
- Assisting in the recruitment, development and appraisal of staff.
Remaining up to date with ever-changing customer service developments.
Additionally, you will be required to attend meetings with senior management on a regular basis to ensure key targets are being met. It may also be necessary to attend training sessions on new company products/services.
How Much Does A Customer Service Manager Make?
In 2020, the national average salary for a Customer Service Manager is €45,667 per annum.
If you begin as a graduate customer service agent you will earn €22,000-€26,000 a year.
When you gain more experience in the field you can expect to earn up to €55,000 per annum.
Life As A Costumer Service Manager
Your typical work week will be 40 hours; this is likely to include weekends and holidays. As is the case with all customer service roles, there is the strong potential for flexible working hours. For example, you could work the night shift if you are employed by a business that is open 24 hours a day (hotel, airport, and supermarket).
The typical work environment for a customer service manager is an office or customer service desk. The majority of your work will be done using a telephone or computer but you will occasionally be asked to speak directly to customers.
What Are The Benefits?
There are a number of different sectors you can work in such as:
- Banking
- Insurance
- Retail
- Leisure/Tourism
- Transport
- Government
As a result, if you don’t enjoy working in one industry you can easily step into another and find your ideal niche. The possibility of flexible working hours can be convenient depending on your circumstances. It can also feel extremely rewarding to help a customer in need.
What Are The Downsides?
Dealing with irate customers can be extremely stressful; this can be exacerbated by long working hours. Complaints tend to be serious when they reach you which often means the staff have been unable to placate the customer. Then there is the small matter of time wasters who demand to speak to the manager over relatively minor issues. It can be tough to keep your cool in these situations.
If you work for a 24/7 company it may be necessary to do shift work which can negatively affect your work/life balance.
Customer Service Manager Career Path
You don’t need a degree in order to become a customer service manager as long as you are prepared to work your way up. If you have a college degree or HND in Marketing, Management Studies, Business Studies or Consumer Studies, it’s possible that your employer can ‘fast track’ you up the ranks.
You also have the option to pursue distance learning as educational bodies such as the College of Management & IT offer accredited courses in customer service.
Once you become a customer service agent you can gain enough experience to be promoted to customer service supervisor. At that point you are only one step away from management level.
If you decide to take the opportunity to expand your experience and knowledge, you could move into a wider management career and there is also the potential to become a director.
What Are The Skills Of A Customer Service Manager?
In order to be a good fit as a customer service manager, you need to display the following:
- Top notch interpersonal and communication skills in order to deal with your team and customers.
- Patience, confidence, tact and diplomacy; certain situations can be extremely testing so you need to call upon all of these skills.
- Leadership and motivation skills to successfully manage your team.
- The ability to think of ideas to improve customer service.
- The capacity to work well under pressure.
- Problem solving skills.
- Excellent personal presentation; you need to look the part when dealing with customers.
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