A recruiter writing a Customer Service Manager job description

HR Resources

Customer Service Manager Job Description

November 21, 2022

Tima Rassool

Tima Rassool

Content Writer

Looking to recruit the best Customer Service Manager? Use this Customer Service Manager job description to find, engage, and recruit the best Customer Service Manager for your company! Providing excellent customer service is a huge asset for any business. A good Customer Service Manager focuses on improving the customer experience, engaging customers, and facilitating organic growth. Customer service management is a direct, one-on-one interaction between a consumer making a purchase and a representative of the company. This point of contact is critical for ensuring buyer satisfaction and encouraging repeat business.

That’s why you need to write the best Customer Service Manager job description to find and recruit the best talent for this critical role.

Make sure to keep the format and structure of this Customer Service Manager job description organized, and feel free to revise the responsibilities and requirements based on your company’s demands and needs.

Job Brief

A recruiter selecting the best candidate after writing a Customer Service Manager job description

We are looking for a Customer Service Manager who is both motivated and experienced to lead our customer service department. The goal is to keep the department running efficiently and profitably. Also, to increase customer satisfaction, loyalty, and retention, and to meet their expectations. The ideal candidate will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques. To be successful in this role, you must be an excellent communicator (both written and verbal), as well as possess strong leadership and interpersonal skills.

Customer Service Manager Job Description Responsibilities

  • Improve customer service experience.
  • create engaged customers and facilitate organic growth.
  • Take charge of customers' problems and see them through to resolution.
  • Establish a clear mission and deploy strategies to achieve it.
  • Develop service procedures, policies, and standards.
  • Keep accurate records and documents of customer service actions and discussions.
  • Analyze statistics and compile accurate reports.
  • Encourage and empower customer service agents as they are recruited, mentored, and developed.
  • Create an environment in which the customer can excel.
  • Keep ahead of the industry’s developments.
  • Apply best practices to areas of improvement.
  • Control resources and utilize assets to achieve qualitative and quantitative targets.
  • Adhere to and manage the approved budget.
  • Maintain an orderly workflow according to priorities.

Customer Service Manager Job Description Requirements

  • [x] years of proven working experience as a Customer Service Manager, Retail Manager, or Assistant Manager.
  • Experience in providing customer service support.
  • Excellent knowledge of management methods and techniques.
  • Proficiency in English.
  • Working knowledge of customer service software, databases, and tools.
  • Awareness of the industry’s latest technology trends and applications.
  • Ability to think strategically and to lead.
  • Strong client-facing and communication skills.
  • Advanced troubleshooting and multi-tasking skills.
  • Customer service orientation.
  • Bachelor’s degree in business administration or relevant field.

Customer Service Manager Job Description Frequently Asked Questions

A recruiter asking questions about Customer Service Manager job descriptionWhat does a Customer Service Manager do? A Customer Service Manager's primary goal is to ensure the retention of profitable customers by adding value to their customer experience. This is accomplished by instilling in employees the importance of actively listening to customers, being sympathetic to their problems, and providing solutions. What are the duties and responsibilities in a Customer Service Manager job description? Customer Service Managers are responsible for delivering a high-quality customer service experience. They organize and motivate service reps, manage incoming case volume, and communicate customer behavioral trends to other departments. They are also in charge of managing teams of Customer Service Representatives. Their primary responsibilities include answering client questions and resolving issues. Also, setting goals to meet the needs of each team member and tracking the progress of customer cases in their company's applicant tracking system. What's the difference between the Customer Service Manager and Customer Support? Customer Service is a set of methods for improving the customer experience throughout the entire purchasing process. Employees in Customer Service assist customers in selecting the appropriate product or service, answering basic questions the customer may have before or after purchasing, resolving billing issues, and assisting with other customer-facing responsibilities. The goal of Customer Service activities is to ensure that the customer is satisfied with all their interactions with a company. Customer Support includes a set of steps that some customers request to resolve specific issues with a company's goods or services. Customers frequently have questions about previous purchases, such as an item or service that is not functioning as expected. What makes a good Customer Service Manager? A good Customer Service Manager will be skilled at navigating and juggling the job's numerous requirements. They understand which tasks must be prioritized and how to best use their time and resources to complete those tasks. Don't forget to include these skills while you write your Customer Service Manager job description. With whom does a Customer Service Manager work? A Customer Service Manager will supervise the customer service operations of a team of Customer Service Representatives. They will also collaborate with managers from other departments to address any customer complaints or concerns. Did you find this Customer Service Manager job description helpful? If you’d like access to more description templates, visit our HR resources blog, where you’ll find hiring best practices, recruitment trends, and tips and tricks that help you stay ahead of the competition. Plus, you can post this Customer Service Manager job description across 2,000+ different job boards in one single click with EVA-REC! EVA-REC is an advanced hiring platform that helps small businesses to corporate giants build skillful workforces and hire top talent at scale. Its purpose is to help companies of all sizes find, attract, and hire the right people, every time. It offers world-first AI features that are fully customizable – and create a rich and immersive hiring experience for HR teams and candidates alike. EVA-REC opens doors to a more diverse talent pool and makes it far easier for HR professionals to find them. Contact us today to schedule a free demo!

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Author

Tima Rassool

Tima Rassool

Content Writer

Recruit better, faster, and fairer

Join hundreds of recruiting teams who increased their hiring success and recruited winning teams with Elevatus.

Request a demo