Customer Service Manager Job Description: Top Duties and Qualifications

Customer Service Managers, or Client Service Managers, are responsible for overseeing teams of customer service representatives. Their primary duties include answering customer questions and resolving problems, setting team goals, monitoring progress, onboarding and training staff members. 


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Customer Service Manager duties and responsibilities

The responsibilities and duties of a Customer Service Manager may differ slightly but their main duties and responsibilities may include:

  • Overseeing the customer services teams
  • Training and managing Customer Service Assistants and Representatives
  • On-boarding and training new employees
  • Setting customer satisfaction targets and working with the team to meet targets consistently
  • Interacting with customers daily by answering their questions and directing them to the appropriate service for their needs
  • Creating customer loyalty programs to increase revenue and improve client retention
  • Establishing customer service policies and procedures
  • Staying updated on developments in the customer services field


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Customer Service Manager Job Description Examples:


Example 1

Chronomics are a digital healthcare company that helps people make proactive health changes using cutting-edge DNA testing. Since the pandemic, we have divided our resources to respond to the Covid-19 outbreak and have grown our team rapidly. The Customer Support Team enforces high quality communication standards to ensure we are providing an exceptional service and experience to our customers. We’re hiring a Customer Experience (CX) Manager that will be responsible for the Customer Service Team to enable Chronomics to scale to 10M+ users across all channels. You’ll challenge to drive operational excellence in a dynamic and transformative environment, with robust processes and tech-enabled solutions. Who we are: Want to make a difference in this world and work on something meaningful? At Chronomics we enable people to quantify how their environment and lifestyle is affecting their health to live healthier and happier lives… all from their DNA. Right now we are also focusing our efforts on COVID-19 and have developed an innovative saliva based test and online platform. Chronomics is an ambitious health tech start-up that believes people should be in charge of their own health. Health management should be proactive, not reactive and it should be personalised. We are using longitudinal biological data to bring about this revolution. A revolution where not only will people be in control of their own future but also in control of how they contribute to the future of humanity through the use of their data. This product is just the first step towards a platform technology that will serve as the interface between the biological and digital world. It's an incredibly exciting time to come on board where you can really make a difference. As our Senior CX Manager, you will: Define, scale and own the customer support experience for Chronomics products, building a high-performing team! Own contact center vendor relationships and internal contact teams. Manage the design and workflows of customer support channels and service offerings meeting and exceeding SLA targets and meeting KPIs. Design, document, and maintain agent workflows and standard operating procedures. Partner with Product & Engineering teams to improve products, processes that result in exceptional customer experience for our community. Analyse data and insights to identify opportunities to improve speed, quality, efficiency, and effectiveness of our customer support operations. Working closely with leadership to help define and deliver on the components of overall company goals and objectives. Maintain a close working relationship and communication with Product, Engineering, Fulfilment, Finance and Laboratory Operations to ensure Customer Support to continuously drive improvements to the customer experience. Identify tools, systems and processes to drive continuous improvements in service quality, efficiency, costs and customer satisfaction. What we need from you: ️You will have extensive experience managing CS for a rapidly growing, high performing tech start-up, preferably with a large user base. ️You will have extensive people management experience in customer support with strong working experience of building and leading high performing teams. ️Strong experience of using CS system software - Zendesk, Hubspot, RingCentral, Stripe, Atlassian Suite or similar. ️Proven experience in in a Customer Support role, problem solving, critical thinking and analytical skills. ️Coach, mentor, motivate and hire team team members, maintain a highly motivated team. ️You will have excellent written and verbal communication with all levels of the business from C-level to Customer Support. ️Highly organised and detail oriented with strong troubleshooting and problem solving skills. ️Experience reporting on data analysis and delivering insights to senior leadership. Nice to have: Bachelor’s degree or equivalent experience. Speak multiple languages. Benefits: What you can expect from us competitive salary flexible hours and remote working 25 days of holiday (on top of bank holidays) choice of hardware Opportunity to help share the future of predictive healthcare Be your authentic self at work As we go global, we want our team to reflect the diverse and multicultural world we live in. So, we choose to talk about Inclusion and Diversity [in that specific order] because we believe Diversity won’t be successful without Inclusion first. We build teams, cultivate leaders and create a company that’s the right fit for every person in it. We look forward to hearing from you! Please note, we don't accept applications from recruitment agencies - thank you!

Example 2

*Company description* Curious Publishing produces SCOOP - a digital and printed magazine for children 7+ (Key Stages 2 & 3) which is a fantastic tool for teachers and tutors who believe in the joy of reading and the power of storytelling. Each issue is based on a theme and we bring together an incredible host of renowned writers and illustrators who create original fiction, articles, poetry, puzzles, comics, games, activities and more. *Job description* SCOOP Magazine is now looking for an exceptional Customer Service and Fulfilment manager located within driving distance to TN25, 4 to 5 days a week. This person will be responsible for all customer communication including managing an extensive subscriber database; processing orders and returns; collecting, storing and dispatching magazines; sourcing new stockists, amongst other duties. We are looking for someone who: - Has a clear, polite, professional and informative communication style - Adapts quickly to changing priorities and customer needs - Interested in the world of children's reading and literature - Proficient in Microsoft office specifically Excel and a sound knowledge of web programs such as Wordpress, Woocommerce, Mailchimp - Drivers license and own car for regular post office dispatch - The ability to work from home and stay motivated - Has a strong attention to detail and can multi-task without needing direction - Working days Mon - Thurs and/or Friday - approx 18 hours p/w. Contract length: 12 months Part-time hours: 18 per week Application deadline: 30/06/2021 Job Types: Part-time, Contract Salary: Up to £14.00 per hour Benefits: * Casual dress * Flexible schedule * Work from home Schedule: * Monday to Friday Ability to * Ashford TN25 7HE (required) Experience: * Customer Service: 1 year (required) Work remotely: * Yes

Example 3

*Customer Service Co-ordinator* Reporting to the Customer Service Team Leader, you will be responsible for being the first point of contact for customers. The role requires a high level of customer service & the ability to communicate orally as well as in writing, working off own initiative & performing consistently & efficiently. Communication will be via Telephone, email & proactive alerts. Working to achieve optimum customer satisfaction at all times. *Duties Include: * · To provide a consistently high standard of Customer Service to all customers · Respond appropriately and professionally to all customer requests · Maintain continuous contact with Customer during end to end process of our service provision. · Costing of Customer jobs · Customer Reports · Professional and efficient point of contact for customers via calls and e mail. · Handling of live customer complaints *Applicant Criteria: * · Strong work ethic giving full attention to detail and accuracy · Able to solve problems with minimal supervision · Be able to demonstrate a strong customer focus in a fast paced environment · Excellent customer service skills with rapport building abilities · Excellent communication skills especially a high standard of telephone etiquette · Strong administration skills · Willingness to be flexible · Excellent interpersonal skills , with willingness to co-operate and work effectively as part of a team · Previous customer service experience is essential · Experience using Microsoft Office especially Excel Job Types: Full-time, Permanent Salary: £9.90 per hour Job Types: Full-time, Permanent Salary: £23,166.00 per year Education: * A-Level or equivalent (preferred) Experience: * Logistics: 1 year (preferred) * fast paced office: 1 year (required) * Customer Service: 2 years (required)

Example 4

When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and be part of a team that values performance, quality and innovation. As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of $22 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world. Location/Division Specific Information Global Role – Travel approximately 20%. Pharma Services Group How will you make an impact? You will play a critical role in driving an industry leading customer experience across the network by partnering with the Pharma Services Customer Experience Leadership team to lead divisional strategy for Customer Experience Program. In this role, you will partner with leadership and key stakeholders to embed the CEM program, increase focus on customer experience and establish a robust CAS metric. What will you do? Leads divisional Customer Experience Management (CEM) program, develop a deep understanding of the service offering and organizational structure to ensure the CEM program is aligned and embedded. Foster partnerships with Leadership and key stakeholders to stand up CEM program and embed processes according to CEM playbook. Establish a customer centric culture through implementation of CEM program best practices related to employee awareness, engagement and CX training. Serves as a trusted advisor to CEM Champions and CEM site team members, providing guidance and direction to positively impact the customer experience. Onboard and facilitate training for new CEM Champions, sites and businesses within the CTD network. Identify new tools, process and reporting enhancements to continuously improve data insights. Fulfill annual and ad-hoc updates of training documentation to ensure key messages are aligned with CEM Program strategy. Act as a Project Manager on key strategic initiatives, maintaining project plans, preparing status reports for Leadership and supporting implementation and launch activities. How will you get here? BS – Science, Engineering or a business-related discipline – preferred. 5+ years relevant experience in a customer experience, industrial pharmaceutical or clinical trials role – required. Knowledge of Salesforce – preferred. Proficiency in Excel, Power BI and PowerPoint – preferred. Customer facing or project management experience - preferred. Fluent in English - required. Knowledge, Skills, Abilities Requires strong and effective communication skills with the ability to effectively present information and respond to questions from groups of managers and stakeholders. Requires strong stakeholder management skills; proactively anticipates, understands, and responds to the needs of stakeholders to meet or exceed their expectations. Ability to assess global situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization and the customer. At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Apply today! Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

What does a Customer Service Manager do?

Customer Service Managers usually work in offices, restaurants, retail stores and call centres. They hire, train and manage employees who work in a company’s customer service office or department. They usually work with other members of a company’s management team to create and implement policies and procedures in dealing with customers or clients. Customer Service Managers are also responsible for handling complaints and they assist clients who have queries about the company’s products or billing statements. Depending on the organisation, they may work standard hours but may be required to work nights or weekends.


Customer Service Manager skills and qualifications

A successful Customer Service Manager candidate will have various prerequisite skills and qualifications that may include

  • The ability to remain patient and calm during stressful situations
  • The ability to work well under severe pressure and to handle criticism well
  • Administration skills
  • Customer service skills
  • Excellent verbal and written communication skills
  • Attention to detail
  • Strong report-writing and presentation skills, together with a familiarity with popular software packages such as Microsoft Office and applications such as Google Docs
  • Self-motivation to use their initiative and to innovate, when required


Customer Service Manager experience requirements

The seniority of the position determines the experience required. Generally, a Customer Service Manager needs between five to ten years of experience in customer services and between two to five years of experience in supervising teams. Some positions may require candidates to have a proven track record of maintaining high levels of customer satisfaction in a fast-paced industry. Other might specify experience in a specific sector, such as financial services.


Customer Service Manager education and training requirements

Employers usually prefer candidates who have  completed a Higher National Diploma (HND) or a bachelor’s degree in business management, retail management or financial services. Some employers require candidates to have experience as a graduate Management Trainee. Other employers prefer candidates who have completed an advanced customer services apprenticeship. Depending on the position, an employer may require a candidate to have experience as a Customer Service Assistant, Team Supervisor or Team Leader. General management qualifications, such as those offered by the Institute of Leadership and Management (ILM) or the Chartered Management Institute (CMI), may also be beneficial. 


Customer Service Manager salary expectations

According to Indeed Salaries, the average salary for a Customer Service Manager is  £26,925 per year . This figure varies depending on the company, its location and the years of experience required, the company and its location. 


Job description samples for similar positions

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Customer Service Manager job description FAQs


What should you look for in a Customer Service Manager CV?

When hiring  a Customer Service Manager, look for CVs that highlight the qualifications and experience required for the position. In the CV, search for excellent organisational skills and traits that have a focus on customer satisfaction.  Also, look for candidates with strong leadership qualities that can motivate and guide a team. 


What is the difference between a Customer Service Manager and a Customer Relationship Manager?

Customer Service Managers ensure that customers get the best quality of services or products from the organisation by interacting directly with the customers. Customer Relationship Managers, on the other hand focus on building and maintaining customer relations through a comprehensive marketing communication strategy. 


What is the chain of command for a Customer Service Manager?

The chain of command for a Customer Service Manager depends on the size of an organisation. Typically, Customer Service Assistants report to the Customer Services Manager and the Customer Services Manager reports to the Customer Support Director. 


How can you make a Customer Service Manager job description stand out?

When drafting a job description for a Customer Service Manager position, provide an overview of the organisation and its unique features. The job description must include details about the working conditions, the working hours and any overtime hours expected. Also, be specific about any preferred qualifications and experience for the position.

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