At this time, numerous well established companies are hiring qualified managers because of a great number of customer service vacancies due to a rebound in the economy.
Q: What are the qualifications of a Customer Service Manager?
A: While only a high school diploma may be required for this job, some employers require customer service managers to have bachelor's degrees in business, English, or computer science. They should also have a basic knowledge of clerical and administrative procedures as well as management and business principles.
Q: What are the characteristics of a good customer service manager?
A: As customer service manager jobs involve communicating with employees as well as the general public, helping people make a decision, as well as teaching people and providing them with excellent services, strong listening skills are necessary. As the customer's may not always be right, the customer service manager should be able to have good judgment and be open minded to differentiate between doing what's right for the customer and preventing his/her company from being exploited.
Q: What does a customer service manager do?
A: Customer service managers don't only supervise and manage customer service representatives, but also evaluate the workers, do the hiring, training, and firing of employees, and communicate with managers from other departments. Customer service managers are also responsible for managing the work schedule of their employees.
The customer service manager also discusses new policies with his team members to provide better service features to customers and direct clients. He is also responsible for providing the training to ensure that everyone in the department is updated with new protocols and company procedures should they arise. This involves monitoring the customer service representatives' way of handling the customers by sitting beside them during calls and taking notes. Customer service manager jobs also involve training newly hired employees about the proper way to answer calls and provide excellent customer experience.
Q: What are the other customer service manager's responsibilities?
A: Customer service managers are also responsible for providing the necessary training to ensure that that the customer service employees understand the ethics, rules, and the expectation of the company towards the level of performance they will provide to the customer. As there are high turnover rates for customer service representatives, it is the customer service manager's job to actively recruit new individuals to the team with the assistance of a staffing agency. These new hires are also trained to ensure that they thoroughly understand the department's best practices; that's why they are closely monitored and their performances are reviewed on a regular basis.
Q: What is the salary outlook for customer service manager jobs?
A: Salary outlook for customer service manager ranges from $25,000 to over $85,000 annually for those with over 20 years of experience in a customer service field.
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