What is a Customer Service Manager doing? Job description and responsibilities

What does a Customer Service Manager do?

The Customer Service Manager is responsible for managing the customer service team and ensuring customer satisfaction. The ideal candidate will have excellent communication and organizational skills, as well as experience in customer service and leadership. The Customer Service Manager will be responsible for leading, motivating and developing a team of customer service representatives, as well as helping to develop and maintain customer service policies and procedures. The successful candidate will also be responsible for monitoring customer service performance, tracking customer feedback, and providing reports to upper management.

Responsibilities of Customer Service Manager

1. Develop and implement customer service policies and procedures.
2. Oversee customer service team, providing guidance, training and support.
3. Respond to customer inquiries and resolve customer complaints in a timely manner.
4. Monitor customer feedback and suggest improvements to the customer service process.
5. Analyze customer service data and trends to identify areas for improvement.
6. Maintain up-to-date knowledge of product changes and updates.
7. Collaborate with other departments to ensure customer satisfaction.
8. Develop and manage customer service budgets.
9. Ensure customer service team meets performance goals and targets.
10. Develop and maintain relationships with key customers.