How to Write a Job Description: Customer Service Manager
Customer service managers are responsible for leading a team of customer service representatives. Nevertheless, they need to listen to the needs and desires of customers first and foremost. They may be in a managerial position, but they still need to have an eye for satisfaction, as well as ensure that each customer has been given all possible attention needed.
A good customer service manager delivers positive results through effective methods such as new techniques or improving processes in their systems.
What Your Job Description Should Include
At the very least, your job description should include:
- Your company name
- Office location
- Job title
- Working hours
- Qualifications or previous experience
- Roles and responsibilities
- Compensation
While still responsible for a great customer experience, customer service managers also need to keep in mind their team-leading duties. They need to set a clear mission for the team and deploy strategies towards that mission.
On top of that, managers also need to take ownership of customer issues and follow them through to resolution. Often, this means managers have additional authority and leeway to resolve customer complaints, while also responsible for enforcing company policy towards customers.
Sample Customer Service Manager Job Description
This is a customer service manager ad for a fictional company, Acme Inc. Feel free to copy and paste for your own use!
Acme Inc is looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to increase customer satisfaction, increase customer loyalty and retention, as well as to manage an engaged, productive customer service team.
About the Job
- Primary location: Kuala Lumpur, Malaysia.
- Working hours: Monday–Friday, 9am–6pm (full-time)
Your Responsibilities
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Improve customer service experience, create engaged customers and facilitate organic growth.
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission.
- Develop service procedures, policies and standards.
- Keep accurate records and document customer service actions and discussions.
- Analyse statistics and compile accurate reports.
- Adhere to and manage an approved budget for customer service.
- Maintain an orderly workflow according to priorities.
Requirements
- 1+ years working experience as a Customer Service Manager, Retail Manager or Assistant Manager.
- Experience in providing customer service support, either through voice, email, or live chat.
- Proficiency in English and Bahasa Malaysia. Proficiency in Mandarin or other Chinese dialects is preferred.
- Working knowledge of customer service software (e.g. HubSpot, Freshdesk).
- Ability to think strategically and to lead.
- Strong client-facing and communication skills.
- Proven troubleshooting and multi-tasking skills.
- Customer-oriented mindset.
- BS degree in Business Administration or related field.
About the Company
Acme Inc is Malaysia’s leading software provider. With a presence in over 20 markets, we provide solutions to over 500 companies throughout Asia and beyond.
Our team is results-oriented and customer-focused – but above all, we believe in building meaningful solutions that impact the world for the better.
Learn how BrioHR can simplify HR for your business by getting a free demo here.
Customer service managers are responsible for leading a team of customer service representatives. Nevertheless, they need to listen to the needs and desires of customers first and foremost. They may be in a managerial position, but they still need to have an eye for satisfaction, as well as ensure that each customer has been given all possible attention needed.
A good customer service manager delivers positive results through effective methods such as new techniques or improving processes in their systems.
What Your Job Description Should Include
At the very least, your job description should include:
- Your company name
- Office location
- Job title
- Working hours
- Qualifications or previous experience
- Roles and responsibilities
- Compensation
While still responsible for a great customer experience, customer service managers also need to keep in mind their team-leading duties. They need to set a clear mission for the team and deploy strategies towards that mission.
On top of that, managers also need to take ownership of customer issues and follow them through to resolution. Often, this means managers have additional authority and leeway to resolve customer complaints, while also responsible for enforcing company policy towards customers.
Sample Customer Service Manager Job Description
This is a customer service manager ad for a fictional company, Acme Inc. Feel free to copy and paste for your own use!
Acme Inc is looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to increase customer satisfaction, increase customer loyalty and retention, as well as to manage an engaged, productive customer service team.
About the Job
- Primary location: Kuala Lumpur, Malaysia.
- Working hours: Monday–Friday, 9am–6pm (full-time)
Your Responsibilities
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Improve customer service experience, create engaged customers and facilitate organic growth.
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission.
- Develop service procedures, policies and standards.
- Keep accurate records and document customer service actions and discussions.
- Analyse statistics and compile accurate reports.
- Adhere to and manage an approved budget for customer service.
- Maintain an orderly workflow according to priorities.
Requirements
- 1+ years working experience as a Customer Service Manager, Retail Manager or Assistant Manager.
- Experience in providing customer service support, either through voice, email, or live chat.
- Proficiency in English and Bahasa Malaysia. Proficiency in Mandarin or other Chinese dialects is preferred.
- Working knowledge of customer service software (e.g. HubSpot, Freshdesk).
- Ability to think strategically and to lead.
- Strong client-facing and communication skills.
- Proven troubleshooting and multi-tasking skills.
- Customer-oriented mindset.
- BS degree in Business Administration or related field.
About the Company
Acme Inc is Malaysia’s leading software provider. With a presence in over 20 markets, we provide solutions to over 500 companies throughout Asia and beyond.
Our team is results-oriented and customer-focused – but above all, we believe in building meaningful solutions that impact the world for the better.
Learn how BrioHR can simplify HR for your business by getting a free demo here.
