Customer Service Manager job description template with skills and salary market rate

About this position

The Customer Service Manager is responsible for managing the customer service team and ensuring customer satisfaction. The ideal candidate will have excellent communication and organizational skills, as well as experience in customer service and leadership. The Customer Service Manager will be responsible for leading, motivating and developing a team of customer service representatives, as well as helping to develop and maintain customer service policies and procedures. The successful candidate will also be responsible for monitoring customer service performance, tracking customer feedback, and providing reports to upper management.

Responsibilities

1. Develop and implement customer service policies and procedures.
2. Oversee customer service team, providing guidance, training and support.
3. Respond to customer inquiries and resolve customer complaints in a timely manner.
4. Monitor customer feedback and suggest improvements to the customer service process.
5. Analyze customer service data and trends to identify areas for improvement.
6. Maintain up-to-date knowledge of product changes and updates.
7. Collaborate with other departments to ensure customer satisfaction.
8. Develop and manage customer service budgets.
9. Ensure customer service team meets performance goals and targets.
10. Develop and maintain relationships with key customers.

Requirements

• Bachelor’s degree in business, communication, or related field
• At least 5 years of experience in customer service management
• Proven track record of developing and implementing successful customer service solutions
• Excellent communication and interpersonal skills
• Strong problem solving and decision making skills

Skillset

Customer Experience (CX)
Client Rapport Customer Contact Customer Loyalty Customer Retention Customer Satisfaction Customer Support
Customer Service
Complaint Management
Sales Admin & Operations
Sales administration
Verbal Communication
Oral Communication
Collaboration & Teamwork
Involving others in making decisions that affect them Placing team needs above individual needs Working with others towards common goals
Communicating information
Active Listening Influencing and persuading others
Customer Orientation
Solving customer issues within timelines Understanding customer needs
Developing others
Coaching others to succeed Enhancing individual and professional development Sharing knowledge, skills and expertise to others

Salary market rate for Customer Service Manager

🇮🇩 
Indonesia
11,000,000 - 19,000,000 IDR per month
🇹🇭 
Thailand
52,000 - 86,000 THB per month