Customer Service Manager Job Description

customer service manager job description includes a detailed overview of the key requirements, duties, responsibilities, and skills for this role.

Last update : July 14, 2023

Customer Service Manager Job Description

A customer service representative (CSR) is an individual employed by an organization to handle incoming calls and emails, and to assist customers relating to a variety of issues.

A customer service representative may be responsible for directly interacting with customers, or they may be responsible for assisting others with this task.

A customer service representative may be a member of an organization’s customer service team, or they may be a member of an organization’s customer support department.

Job Brief:

We’re looking for a Customer Service Manager who is passionate about providing excellent customer service and who is looking for a challenging and rewarding role. The Customer Service Manager will be responsible for leading and motivating a team of customer service representatives, as well as developing and implementing strategies to improve customer satisfaction. The ideal candidate will have strong leadership and communication skills, and a proven track record in customer service management.

Customer Service Manager Duties:

  • Hire and train employees; ensure they understand company policies, procedures, and directives
  • Develop and maintain effective customer communications, support processes, and systems
  • Oversee and supervise customer-facing employees to ensure customer satisfaction, retention, and retention
  • Conduct regular performance evaluations to assess employees
  • Take initiative and proactively share information with peers and management
  • Encourage employee development

Customer Service Manager Responsibilities:

  • Manage corporate and client accounts, including handling product order inquiries, answering questions, handling complaints, and resolving problems
  • Oversee marketing, advertising, and sales administration activities to increase brand awareness, promote sales, and develop customer relationships
  • Develop and implement marketing strategies, including market research, competitor analysis, and product development
  • Generate business leads through cold calling, networking, and Internet research
  • Initiate relationships with new clients, and negotiate contract terms
  • Manage and maintain company website, company blog, and related social media accounts
  • Plan and coordinate internal and external product demonstrations
  • Propose strategic planning to the CEO and board of directors

Requirements And Skills:

  • Bachelor’s degree or higher in related field
  • 2+ years’ work experience in customer-facing position
  • Excellent customer service skills
  • Highly motivated and able to effectively multi-task
  • Excellent interpersonal and communication skills
  • Ability to work under pressure and within strict deadlines

[Company Name] is proud to be an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team that reflects the communities we serve. We encourage applications from all people, regardless of race, religion, national origin, gender, sexual orientation, gender identity, gender expression, or age. We’re especially interested in hearing from veterans and individuals with disabilities.

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