Customer Services Manager Job Description
Customer services manager
provides leadership, guidance and oversight of the Quality Assurance Department to ensure all policies and procedures are followed.
Customer Services Manager Duties & Responsibilities
To write an effective customer services manager job description, begin by listing detailed duties, responsibilities and expectations. We have included customer services manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Maintain programs ongoing with focus on sustainability
Proactively reviews and validates deployment project plans identifying risks, issues and gaps that could impact project timelines and goals
Develops and manages communications and summary reports for various audiences based on deployment project plans and status
Be involved in discussions with other functions and teams about improvement in processes, procedures and ways of working
Contribute to the plan of larger unit
Present to diverse clients in a region
Be involved in negotiating with client specific conditions
Manage a team of around 50 FTE in a contact centre focused on mortgage arrears
Provide clearly defined leadership to customer service operatives and team leaders
Ensure a focus on quality, compliance and continuous improvement
Customer Services Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Services Manager
List any licenses or certifications required by the position: ITIL, PMP, IBX, PM, CAFM, CAFS, CP, SCP, SHRM, PHR
Education for Customer Services Manager
Typically a job would require a certain level of education.
Employers hiring for the customer services manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, Engineering, MBA, Computer Science, Education, Technical, Finance, Management, Business/Administration, Graduate
Skills for Customer Services Manager
Desired skills for customer services manager include:
Consumer Code
Ensure alignment with the structural warranty provider policies
Redrow house-types and construction processes
Redrow quality standards and customer charter
Line with responsible department
Microsoft programmes
Local IBX via tour certification
Quality Assurance
SAP
Banking procedures
Desired experience for customer services manager includes:
Fluency in English, with ability to speak either Chinese, Japanese or Korean
Demonstrated history of professional achievement with specific history of delivering world-class customer satisfaction and productivity in a customer care leadership role
Proven success in managing success Vendor Partnerships, preferably in multi-site locations
Demonstrated ability to distil corporate strategy into local strategy and goals
Experience developing both long range and annual business plans for a function or business unit
Excellent communication and interpersonal skills with the ability to motivate and inspire large groups of people
Customer Services Manager Examples
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Customer Services Manager Job Description
Job Description Example
Our innovative and growing company is hiring for a customer services manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer services manager
- Manage staff development
- Communicate effectively to stakeholders at all levels
- Take responsibility for departmental Management Information, telephony, resourcing and scheduling
- During incidents act as the client’s escalation and communication point ensuring accurate and timely information is provided on the incident and its resolution
- Develop and deliver enablement content and training for sales, partners, field marketing
- Manage projects from support during the bid phase through planning, execution, and closure
- Adhere to budget, schedule, and scope
- Provide reports to senior management
- Assess the contractual requirements and work with the functional departments to translate these requirements into the appropriate internal requirement documents
- Communicate with the customer and manage customer expectations
Qualifications for customer services manager
- Minimum 3 years credit and collection experience in media or advertising
- 1 year financial analysis and reporting skills
- Excellent verbal and written communication skills with the highest degree of professionalism
- Financial Systems and Processes
- Good Team management skills Able to drive team to achieve organization goal Excellent, professional phone and communication skills – interpersonal, verbal, and written with the goal of influencing outcomes
- Significant experience in an International Customer Service Management role
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Customer Services Manager Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of customer services manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer services manager
- Participate in design reviews with Engineering and the customer
- Participate in first article inspections with the functional departments and the customer
- Assist in updating the project schedule
- Effectively manages a team to enable global Partners to maximize their operational and sales capabilities
- A skilled Trusted Advisor who coaches team members to develop and use Trusted Advisor skills
- Global GCSO/PSO team values and standards
- Policies, processes and business procedures
- Internal and Partner self-service tools
- Internal and Partners resources
- Sets expectation that each team member must consistently deliver exceptional support
Qualifications for customer services manager
- Project Management training, certification or equivalent experience
- Minimum of 3 years of experience in customer service management
- Track record in building a positive relationship with customers preferred
- Calm and effective under pressure
- Solid project management, planning, and organization skills with great attention to detail
- Experience with all aspects of the employee life cycle
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Customer Services Manager Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of customer services manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer services manager
- Collaborates effectively with Managers in all geos
- Initiates, organizes and manages global meetings as required by business or organizational needs
- Effectively networks and communicates with multiple global internal stakeholders
- Collaborates with cross-functional teams as a knowledgeable and influential PSO representative
- Influential project core team members who can challenge how planned changes could negatively impact Partners or our Customers
- Supports the creation of greater synergies and innovations within the organization
- Interviews and hires qualified applicants who will be successful
- Manages team work schedule in collaboration with other managers
- Has frequent team meetings to discuss changes, team issues and development opportunities
- Supports each team member on achieving his/her Individual Development Plan goals
Qualifications for customer services manager
- Ability to set and lead a team in bold, customer centric directions
- Experience with security, deployment, and/or authentication systems
- Experience with AWS or similar cloud platforms
- BS Engineering or Computer Science + 8 years of customer services or account management or project management experience
- Strong preference for Process Control Automation experience either in plant operations or plant engineering (DCS, MES / Operations Management, Safety Systems or similar high technical solutions) and lifecycle services (advanced control, optimization, simulation, training, asset management, turnarounds, shutdowns, upgrades)
- Candidate must be a creative problem solver
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Customer Services Manager Job Description
Job Description Example
Our company is growing rapidly and is hiring for a customer services manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer services manager
- Proactive on keeping up to date on Policy and Process changes and driving Partner readiness activity in this area to deflect after the fact inquiries
- Will work overtime as required to support business requirements
- Manage, mentor and train direct reports and subcontractors to deliver world-class consulting services
- Manage all tasks within Perfect Install Tracker
- The Customer Care Services Manager will work closely with our partner to set-up and operate this store
- The successful candidate will initially project manage the fit-out of the store, liaising closely with our partner's marketing and design team
- Management and development of staff in a consumer retail environment
- Day to day store management
- Delivery of customer key performance targets
- Reporting (internal/external)
Qualifications for customer services manager
- Knowledge of Hospital Imaging and Monitoring Systems (modalities – XA, US, MR, CT, NM, PCMS )
- Process, system, and workflow mapping
- Knowledge of Six Sigma and Lean methodologies
- Knowledge of SFDC, Siebel or other CRM enterprise applications useful
- Formal training in Change Management, Continuous Improvement, Performance Management
- Business planning and gap fit analysis
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Customer Services Manager Job Description
Job Description Example
Our company is growing rapidly and is hiring for a customer services manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer services manager
- Support set-up and launch of similar stores in other countries
- Oversee the execution of production schedules and assure the application of all production, test, development, documentations and safety standards
- Ensure controls, inventory levels and flow of materials are consistent with forecasts for production and customer service requirements
- Assist in formulation of business plan including capital improvements and projection of plant production capabilities
- Utilize Lean concepts to reduce and manage WIP and improve material flow
- Ensure prompt and economical receipt of materials, supplies and parts
- Develop strategic relationships with suppliers to ensure continuous supply at the best value
- Develop supplier performance metrics, monitor supplier performance, and drive corrective actions as required
- Liaison between the customer, sales, engineering, quality and the Lugoff plant
- Provide sales statistics, past due and other necessary information to appropriate personnel
Qualifications for customer services manager
- Clearly able to demonstrate process improvement examples which lead to a return on investment or improved customer /Partner experience
- Degree in Business, Computer Science, Business Management (or related field), BPM certification or Diploma Holder
- Subject-matter expertise at least two of the following areas desirable
- Back office domain knowledge of partner channel order entry, subscription management
- Competency in customer service and repair
- Self Starter with a history of high performance