Customer Service Manager
What's it like to be a Customer Service Manager?
Customer Service Manager is an executive role that helps develop policies and processes to troubleshoot customer issues, handle complaints, and ensure customer satisfaction. They ensure customer service metrics are met by recruiting, mentoring, developing, and managing customer service representatives. A Customer Service Manager analyses customer data and compiles reports to create better strategies that cater to customer needs. They may also coordinate with other team leads and executives to further develop and implement company policies.
Tasks and duties
- Managing a team of customer service representatives to ensure that customer service metrics are met.
- Recruiting, mentoring, and developing team members as needed.
- Providing feedback and evaluations of customer service representatives.
- Analysing customer data and creating reports based on industry trends or projections.
- Creating, strategising, and implementing customer service policies and processes to improve customer satisfaction.
- Coordinating with other team leads and executives.
How to become a Customer Service Manager
To work as a Customer Service Manager, you are usually required to hold a bachelor degree in a relevant field. You’ll also need to be fluent in Bahasa Malaysia and English. Some employers may require fluency in another language, such as Mandarin.
Graduate with a bachelor or master’s degree in business or a relevant field.
Become fluent in Bahasa Malaysia and English. Some companies may require fluency in another language, such as Mandarin.
Apply for an entry-level position such as Customer Service Representative or Customer Service Agent.
Gain 4-8 years of relevant work experience in customer services.
Acquire relevant certifications in customer services, such as a Certified Customer Services Professional certificate from IMTC.
Apply for a position as Customer Service Manager. Similar titles include Customer Service Team Lead and Customer Service Supervisor.
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