Customer Service Manager Job Description

What is the job description of a Customer Service Manager? What are the duties and responsibilities of a Customer Service Manager? What does a Customer Service Manager do?

Job description of a Customer Service Manager

A Customer Service Manager ensures that the customers of a company are satisfied. Their role is to provide superb customer service by hiring and training customer service staff, leading and motivating the customer service team, developing loyalty programs, and creating customer satisfaction goals.

This Customer Service Manager job description example includes the list of most important Customer Service Manager duties and responsibilities as shown below. It can be modified to fit the specific Customer Service Manager profile you're trying to fill as a recruiter or job seeker.

Customer Service Manager Duties and Responsibilities

Customer Service Manager job description should contain a variety of functions and roles including:

  • Supervise day-to-day operations in the customer service department.
  • Respond to customer service issues in a timely manner.
  • Create effective customer service procedures, policies, and standards.
  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
  • Implement an effective customer loyalty program.
  • Maintain accurate records and document all customer service activities and discussions.
  • Assess service statistics and prepare detailed reports on your findings.
  • Hire and train new customer service agents.
  • Manage the approved budget of the customer service department.
  • Stay informed on the latest industry techniques and methods.

Customer Service Manager Requirements / Skills / Qualifications

Customer Service Manager job description should include these common skills and qualifications:

  • B.Sc degree in Business Administration or related field
  • Proven working experience as a customer service manager, retail manager or assistant manager
  • Experience in providing customer service support
  • Customer service orientation
  • Excellent knowledge of management methods and techniques
  • Proficiency in English
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills

As a hiring manager, recruiting an ideal Customer Service Manager starts with crafting a good job description. Use this Customer Service Manager job description template to save yourself time and help you attract the most qualified candidates. Feel free to revise it to meet your specific needs.

Job seekers interviewing for the role of a Customer Service Manager may also reference it in preparation for the interview.

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