Call Centre & Customer Service

Customer Service Manager

Customer service managers look after an organisation's customer services and relations, and aim to meet customers' needs and expectations.

  • Entry-level education

    Junior secondary school certificate or equivalent

  • Job outlook

    1 2 3 4 5

What does a Customer Service Manager do?

Customer service managers look after an organisation's customer services and relations, and aim to meet customers' needs and expectations.

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Work activities

As a customer services manager, you might:

  • plan and develop customer service protocols and procedures
  • manage a team of customer services representatives
  • deal with complaints or refunds where necessary
  • keep records of interactions with customers or clients
  • gather feedback from customers and dealing with any issues that arise
  • employ, train and evaluate staff
  • report to business management
  • keep current with market trends and developments in customer service.
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Key skills and interests

To become a customer service manager, you would need:

  • excellent communication skills
  • a pleasant and helpful manner
  • a strong customer service orientation
  • good team work skills
  • strong organisational and leadership skills
  • the ability to multi-task.
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Working hours and conditions

Working Hours

In a full-time job you would usually work a standard number of hours per week. Many customer service managers work weekends, and sometimes evening shifts.

Conditions

You would be based in an office or on site in a retail outlet or perhaps a warehouse. If you are in an office much of your time will be spent using a computer and telephone. If in a retail setting, you may be required to wear a uniform.

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How to become an Customer Service Manager?

Entry Level Education

You can work as a customer service manager without formal qualifications. You will generally need several years' experience in a customer service role and have a thorough knowledge of the organisation you work for.

Chances of employment in this role may be improved if you have a VET qualification or relevant degree for the organisation's industry.

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Job outlook

  • 1 2 3 4 5

Employment of customer service managers is projected to grow about as fast as the average for all occupations.

Employment growth of customer service managers will be driven by growth of those industries, as well as consumers’ demand for products and services that require customer support. Some companies will continue to use in-house, rather than outsourced, service centres to differentiate themselves from competitors, particularly for inquiries that are more complex, such as refunding accounts or confirming insurance coverage.

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