Key Responsibilities: Hires, trains and manages members of the customer service department. They monitor performance to ensure that the team members are giving good service to customers. Resolves difficult issues regarding client complaints and other matters, processes returns and generally keep customers happy and feeling welcomed. Work closely with managers in other departments, such as sales on updating policies and procedures for client services.
Skills Required: In today's workplace environment, effective communication is the important buzz word. The single most important ingredient in customer service manager is a good interpersonal communication skill. Superior workplace communication skills will directly reflect upon operational smoothness and increase in productivity. Presentation Skill is a must in positioning yourself and your ideas in a consistently positive and professional manner. This enables you to make a professional impression - the first time and every time. Other than this the customer service manager should be able to work as part of a team, able to motivate staff and should remain calm in stressful situations.
Educational Qualifications: Bachelor's degree in Business Administration, Communication, or related field and/or equivalent work experience in a Customer Service area. They must have advanced Microsoft Office skills, including Word, Excel, and PowerPoint. Also experience working with a database tracking system. They must have knowledge of telephone management systems with emphasis on ACD structure and computer system.
Salary: As like any other job even the customer service manager are preferred over experience; the more the experience the better the salary. For the entry level job with less than one year of experience can earn you anywhere from $30,000 to $42,000. With an experience ranging from one year to four year will earn you $32,800 to $49,500. An experience of more than ten years in this field will give you $43,000 to $65,000.
Conclusion: Providing outstanding customer service at the right price is the holy grail of most companies. It is worth remembering that we all experience customer service every day. We can learn from these and apply them in our own line of work, whatever it may be. Customer service managers should also recognize sale opportunities when dealing with customers and always try to sell more items or services at the point of service. Carrying out the company mission is another responsibility of the customer service manager. A good customer service will always make your company stand out from your competitors - make sure it's for the right reasons!
