Customer Service Manager

Diploma of Customer Engagement

Develop a range of skills and knowledge to give you the leading edge towards a management career in customer service.

Description of Role

Customer Service Managers maintain customer satisfaction by utilizing appropriate resources to resolve customer concerns and address their inquiries. They are responsible for building good customer relations, handling customer complaints and enquiries and ensuring their satisfaction.

Customer Service Managers usually manage staff, and this includes taking care of staff recruitment, training and appraisal. Meanwhile, other relevant tasks include arranging promotional events, implementing productivity, quality and customer-service standards, forecasting requirements, preparing the annual budget and scheduling expenditures.

Given the scope of their job, Customer Service Managers should have good decision-making, planning and problem-solving skills. Good communication and interpersonal skills are must-haves, while the ability to lead and motivate people, as well as work with grace under pressure are highly desirable.

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