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Job Brief
We’re looking for an experienced and results-driven Customer Service Manager to lead our customer service team.
The ideal candidate will have a strong background in customer service, excellent leadership skills, and a passion for delivering exceptional customer experiences.
Responsibilities
- Manage a team of customer service representatives to achieve service level agreements, quality, and productivity targets
- Develop and implement strategies to improve customer satisfaction, first call resolution, and net promoter score
- Analyze and report on key performance indicators (KPIs) such as customer satisfaction, first call resolution, and net promoter score
- Collaborate with other departments to resolve customer issues and improve overall customer experience
- Develop and implement coaching programs to improve representative skills and knowledge
- Conduct performance evaluations, provide feedback, and implement corrective actions as needed
- Assist in the development of customer service policies, procedures, and standards
- Manage budgets, forecasts, and resource allocation plans to achieve business objectives
- Stay up-to-date with industry trends, best practices, and new technologies to continuously improve customer service operations
Requirements and Skills
- Bachelor's degree in Business Administration, Communications, or a related field
- At least 5 years of experience in a customer service environment, with a proven track record of achieving performance targets
- Excellent leadership, communication, and interpersonal skills
- Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions
- Experience with customer service software, technology, and systems, such as CRM, ticketing systems, and chat platforms
- Ability to work in a fast-paced environment, with a focus on achieving results and meeting deadlines
- Strong customer service skills, with a customer-centric approach to resolving issues and improving experiences
- Ability to work varying shifts, including evenings, weekends, and holidays as required
- Strong time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously
Frequently Asked Questions
What is a Customer Service Manager?
What does a Customer Service Manager do?
A Customer Service Manager is responsible for:
- Managing a team of customer service representatives
- Developing and implementing customer service strategies
- Setting performance goals and targets
- Analyzing customer service metrics to identify areas for improvement.
They also collaborate with other departments to resolve customer issues, develop customer service policies and procedures, and ensure that customer service operations are aligned with business objectives.
What should you look for in a Customer Service Manager resume?
When reviewing a Customer Service Manager resume, consider:
- Management experience: Look for experience in a management or leadership role, preferably in a customer service or related field.
- Customer service expertise: The ability to develop and implement customer service strategies and improve customer satisfaction is essential.
- Leadership skills: The ability to lead and motivate a team of customer service representatives is critical.
- Analytical skills: The ability to analyze customer service metrics and identify areas for improvement is important.
- Communication skills: Excellent communication and interpersonal skills are necessary to interact with customers, team members, and stakeholders.
- Certifications: Consider certifications such as Certified Customer Service Manager (CCSM) or Certified Customer Experience Professional (CCEP).
- Industry knowledge: Familiarity with industry-specific customer service best practices and regulations is important.