Customer Service Manager job description
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What does a Customer Service Manager do?
The Customer Service Manager ensures a high level of customer satisfaction by leading and developing efficient service teams dedicated to resolving customer inquiries and enhancing customer experiences. The role is key to maintaining customer loyalty and supporting business retention goals.
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What are the Key Responsibilities of Customer Service Manager
- Oversee daily operations of the customer service department.
- Develop and implement customer service policies and procedures.
- Handle complex customer inquiries and disputes.
- Train and mentor customer service representatives.
- Monitor performance metrics and implement improvements.
- Work closely with product and sales teams to ensure customer needs are met.
- Prepare and analyze reports on customer feedback and issues.
What are the Skills and Requirements for a Customer Service Manager?
- Excellent communication and interpersonal skills.
- Strong leadership and team management abilities.
- Proficient in CRM software and customer service tools.
- Problem-solving and conflict resolution skills.
- Ability to multitask and prioritize tasks effectively.
What are the KPIs to track for Customer Service Manager?
The Customer Service Manager's success is gauged by maintaining high customer satisfaction scores, reducing response and resolution times, and enhancing the efficiency of service processes.
Customer Satisfaction
Maintain or improve overall satisfaction ratings.
Response Time
Decrease average response time to queries.
Efficiency
Increase in first-call resolution rates.
Reports to
Director of Operations
Collaborates with
Sales, Product Development Teams
Leads
Customer Service Representatives
Are any specific tools or software required for the Customer Service Manager role?
- Zendesk
- Salesforce Service Cloud
- HubSpot CRM
What is the qualification of Customer Service Manager?
Bachelor's degree in Business Administration or related field; 5+ years of experience in customer service management.
