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How to write a customer service manager job description?

A proper job description saves time and effort as it attracts qualified talent to your opening. It also boosts brand awareness. Therefore, writing a practical job description is essential for your talent acquisition efforts.

In this article, you’ll find a template for creating a practical customer service manager job description to post on Linkedin or any free job posting website.

job letter

As a Customer Service Manager, you are responsible for ensuring that the needs of your company’s customers are met or exceeded. This by providing and promoting excellent customer service throughout the company you work for and by leading and motivating the customer service team. Additionally, you must ensure that service/product standards are met and issues/complaints are resolved.

Reports to

Regional Sales Manager, Vice President of Sales, Commercial Director

Key Responsibilities of a Customer Service Manager

  • Assist the Customer Service team in resolving escalated issues or complaints and ensure prompt handling of all service requests with consistent quality
  • Monitor service quality by performing sample checks on calls and emails
  • Liaise with internal stakeholders and follow up with external clients on all account related inquiries
  • Identify and drive process improvements to ensure customer experience excellence, timely service delivery, optimal productivity and effective resource management
  • Effectively cooperate with supply chain, sales and other teams to ensure timely and accurate order processing and delivery
  • Recruit, train, coach and motivate the customer service team

Key requirements

  • You have a degree in commerce, marketing, business administration or a related field.
  • You have a solid first experience in a similar position.
  • You are a strong leader with a track record of success building and scaling effective customer service teams.
  • You have excellent organizational, administrative and problem-solving skills.
  • You have strong communication, interpersonal and customer service skills.
  • You work well in matrix environments requiring working with a wide range of stakeholders.

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