Companies must offer excellent customer service to their client base for increased profitability and business success. As a result, they have customer service departments headed by customer service managers whose main role is to strive toward customer satisfaction and retention.
This lucrative field requires a level of customer service support experience. It would be worth opting for if you are a customer representative or have extensive customer support experience. To help in your career progression, we will look at the roles and responsibilities of these professionals and all their requirements spanning from skills to education.
We have also included two resumes and a FAQ section to guide you as you write your resume. Let’s get started!
Customer Service Manager Job Description
A customer service manager oversees the daily operations of the customer service department. Some of their primary duties include working closely with business executives and upper management for customer service enhancement, communicating customer service objectives to the right representatives and staff members, and compiling data for assessing departmental progress. In short, the customer service manager must ensure that customers are always satisfied.
Owing to these roles, the customer service manager works with customers, upper management, business executives, customer agents, representatives, and other employees.
Customer Service Manager Roles and Responsibilities
- Managing the customer service department and monitoring its daily operations
- Striving towards the acquisition of new clients and retention of the existing ones
- Listening to customer feedback and responding to their issues in a timely and effective manner
- Coming up with customer service goals and coordinating with the customer service agents to meet the consistently
- Regularly hiring and training customer service agents to ensure constant satisfaction of customers
- Managing the customer service department’s budget and accounting for all expenditures
- Documenting all customer service discussions and activities and maintaining accurate records
- Designing and implementing successful customer loyalty programs to build a regular satisfied customer base
- Creating and implementing effective customer service procedures, standards, and policies
- Performing a thorough assessment of customer service statistics and capturing findings in detailed and accurate reports
- Ensuring that the customer service team is customer-centric and removing any roadblocks, they may encounter along the way
- Coming up with ways of improving efficiency, performance, and efficacy of the customer service department based on customer feedback and metrics
- Maintaining long-lasting relationships with key clients
- Setting goals for the customer service team and checking their progress
- Communicating customer feedback and preferences to the right departments
- Settling serious and long-lasting issues with clients
- Creating a customer-focused environment
- Constantly staying informed on the latest industry methods and techniques for effective customer service management and delivery
- Offering insights obtained from customer data to the marketing and sales teams to be channeled towards organizational growth and churn reduction
- In-depth learning of the organization’s products to help aid in the swift resolution of customer issues
- Keeping the service team accountable by providing an amazing experience
Customer Service Manager Required Knowledge and Skills
- Extensive knowledge of the company’s products or services
- Working knowledge of customer service tools, databases, and software
- Ability to act calmly under pressure
- Excellent administrative skills
- High levels of computer literacy
- Excellent organizational skills
- In-depth knowledge of management methods and techniques
- Awareness of the latest applications and tech trends related to the industry
- Excellent leadership skills
- Ability to think and act strategically
- Outstanding communication skills
- Excellent teamworking skills
- Customer service orientation
- Excellent reporting and presentation skills
- Advanced troubleshooting skills
- Excellent multi-tasking skills
- Excellent interpersonal skills
- Outstanding verbal and written communication skills
- Proficiency in Microsoft Office
- Customer service software proficiency
- Excellent management skills
Customer Service Manager Education and Experience
- Bachelor’s degree in Business Administration, Sales, Human Resources, or any relevant field
- Relevant certifications
- Customer service provision experience
- Proven experience working as a customer representative, customer service manager, assistant manager or a retail manager
- Experience working in team settings/ managing staff
Customer Service Manager Salary
According to Glassdoor, one of the most trusted salary projection websites, customer service managers make an average of $64,000 comprising a base and additional payments of roughly $45,000 and $19,000, respectively. It is estimated that junior customer service managers make $57,000+ yearly while more experienced managers take home $63,000+. Senior customer service managers make more ($69,00+) owing to the scope of their work.
Customer Service Manager CV Example 1
Raul Kapur
Physical address: 215 Sky Oaks Dr, Angwin, California (CA) 98767
Email address: kapurraul@gmail.com
Phone number: (987)656-8909
Personal Profile
Customer service relations expert with 10+ years of experience interacting with customers and improving customer service standards in different industries. Professional with working knowledge of customer service tools, databases, and software ready to positively impact the customer service experience levels of the company. An avid team worker with an in-depth understanding of management techniques and methods
Work Experience
06/2019- 07/2022, Customer Service Manager, Honk Group of Companies, Oakland, CA
- Supervised daily operations of a 40-member customer service department
- Ensured that customer service issues were responded to within the hour for increased customer service satisfaction
- Implemented an effective customer loyalty program that improved customer retention rate by 20%
- Developed customer satisfaction goals and worked closely with the 40-member customer service departmental team to achieve them
- Hired and trained 30+ customer service agents, ensuring that the company had a highly qualified customer service team
- Managed, approved, and documented expenditures for a $300,000 annual customer service department’s budget
- Assessed service statistics and prepared accurate monthly reports on findings to be presented to top management
- Attended 10+ annual workshops and seminars to stay updated on the latest industry methods and techniques
- Maintained 100% accurate records of all customer service discussions and activities
04/2013- 06/2016, Senior Customer Service Representative, Faux Inc, Austin, TX
- Responded to 100+ daily incoming calls from customers and offered the right answers and directions
- Offered support and direction to 6+ team leaders for the achievement of targets and realization of the company’s performance goals
- Used ethical procedures and professional judgment to accurately anticipate 90% of operational problems
- Built strong and healthy relationships with 20+ customers by maintaining open communication and regular updates
- Identified gaps in the organization’s customer service department through effective business techniques before implementing new strategies for better results
- Participated in the weekly training of 20+ employees in liaison with five other trainers, ensuring improved employee knowledge of work ethics and the latest customer service trends
- Mentored 10+ junior customer service representatives on customer service best practices and organizational policies
02/2013- 03/2016, Sales Associate, Mowlem Stores, Oakland, CA
- Warmly welcomed 60+ daily customers, making them feel comfortable for a positive shopping experience
- Listened to and assessed customer needs and preferences and offered recommendations to the top management
- Operated the cash register and handled $120,000+ in cash, check, and credit card payments
- Maintained 100% accurate documentation of sales through regular updates of customer records
- Introduced 100+ promotions and opportunities to the store’s client base
Education
- 06/2014- 08/2016, Masters in Business Management, Harvard School of Business, Cambridge
- 02/2008- 11/2012, Bachelor of Arts in Business Management, The University of Findlay, Ohio
- 03/2005- 12/2007, High School Diploma, Bellamy Senior High School, Ohio
Skills
- Languages
- Hindi
- Arabic
- English
Technical Skills
- Performance management
- Strategic thinking
- Operations management
- Strategic thinking and planning
- Reporting
- Mathematical skills
- Microsoft Office Suite proficiency
- Information Technology
- Computer skills
- Training
- General staff management
Soft Skills
- Emotional intelligence
- Verbal and written communication
- Decision making
- Active listening
- Adaptability
- Leadership
- Problem-solving
- Conflict management
- Time management
- Stress management
Certifications
- 05/ 2017, Certified Customer Service Professional (CSSP)
- 10/2013, Microsoft Certified Professional (MCP)
Customer Service Manager CV Example 2
Paint O’Brian
Physical address: 405 Solanine Dr. Bodfieh, California 98670
Email address: brianphainyo5@gmail.com
Phone number: (876) 987-5645
Personal Profile
Professional customer service expert with in-depth knowledge of customer service, databases, tools, and software. Hardworking professional with 9+ years of experience in customer relations and employee management. A self-motivated manager ready to liaise with different organizational departments to create a positive impact in customer handling.
Work Experience
03/2019- 06/2022, Customer Service Manager, Raul Group of Companies, Oakland, CA
- Developed and implemented a competitive customer service program which improved employee engagement by 30%
- Collaborated with the sales department for the onboarding and in-services training for 50+ customers for effective onboarding
- Managed and supervised 30 customer service professionals, ensuring that they observed the best customer handling techniques and practices for customer satisfaction
- Represented the customer service department in Key Cross Functional Meetings to discuss customer account-related issues and goals
- Coordinated and processed 100+ new customer and vendor paperwork monthly for internal functions
- Ensured that customer complaints were resolved expeditiously and successfully, improving customer satisfaction rate by 40%
- Handled 10+ escalated customer issues weekly, ensuring a win-win situation for both the customer and the store
- Trained 30+ customer service associates on company policies, best practices and specific requirements for successful job completion
- Managed the daily activities of 30+ employees and facilitated scheduling
- Helped the organization achieve a customer rating of 4.7 by bridging the gap between customers and the claim specialist through an effective contact outlet
- Prepared 100% accurate weekly reports and presented them to the store management
- Listened to and resolved an average of 60 customer complaints monthly in a timely fashion
01/2016- 02/2019, Assistant Customer Service Manager, Bright Companies Ltd, Austin, Texas
- Planned, coordinated, and assigned daily tasks to a 30-member+ customer service team
- Led the customer service team in addressing customer inquiries and employee complaints in a timely fashion, leading to a 30% improvement in customer satisfaction
- Organized weekly job training sessions with the help of the customer service manager, teaching 30+ departmental employees about meeting departmental needs.
- Handled 60-100 customer calls daily, answering queries and offering needed help
- Recommended 10+ best practices for improving customer satisfaction and meeting service level agreements
- Regularly offered backup assistance to team members, ensuring 100% productivity in the customer service department
- Offered assistance in the recruitment, training, performance evaluation, and promotion of 30+ employees with the human resource department
- Awarded the best manager of the year in 2018 for improving the organization’s customer service standards and contributing to client retention
- Ensured that the customer service team adhered to 100% of the organization’s rules and regulations
02/2013- 11/2015, Customer Service Representative, Bold Companies, Ohio
- Achieved a 99% positive customer feedback score by maintaining an empathetic, professional and positive attitude when dealing with customers
- Used 5+ channels to effectively communicate with clients, e.g., email, phone, fax
- Ensured that all inquiry emails were responded to within 24 hours
- Acknowledged and resolved at least 15 customer issues and complaints daily in a timely fashion, leading to an improved customer rating of 4.8/5
- Communicated and coordinated with 15+ colleagues for excellent customer service delivery
- Offered professional customer support to 50+ customers daily
- Trained and mentored 15+ junior customer service employees on company policies and customer service best practices, aiding in their professional advancement
- Ensured 100% customer satisfaction at the end of my interactions with customers
- Offered regular feedback to the assistant customer service manager on the efficiency of the customer service processes
- Prepared and kept 100% accurate records of customer transactions, comments, interactions, and complaints and regularly followed up on them
- Awarded the Best Customer Representative of the year in 2014 for exceeding all the set productivity targets
Education
- 05/15- 06/17, Masters in Business Administration, University of California, LA
- 02/2008- 12/2012, Bachelor of Arts in Communication (Public Relations), University of Dayton, Ohio
- 01/2005- 10/2007, High School Diploma, Kent College Prep School, Kent, Ohio
Skills
- Languages
- Kiswahili
- English
- French
Technical Skills
- Operations Management
- Strategic thinking
- Mathematical
- Numerical
- Reporting
- Information Technology
- Microsoft Office Suite
- Performance management
Soft Skills
- Verbal and written communication
- Active listening
- Adaptability
- Stress management
- Decision making
- Conflict management
- Resourcefulness
- Persuasion
- Time management
- Leadership
Certifications
10/14, International Accredited Business Accountant (IABA), Accreditation Council for Accountancy and Taxation
Customer Service Manager Resume Frequently Asked Questions (FAQs)
1. Which Keywords Should I Use in My Customer Service Manager Resume?
Applicants should always optimize their resumes for applicant tracking systems, best done by including the right job titles and important skills. Here are some of the keywords to include in your resume: sales, Microsoft access, negotiation, transportation, international logistics, CRM, customer satisfaction, customer statistics, sales, customer service, negotiation, client communication, account, answering, computer, communication, client, detail, guest, manage, organized, scheduling, office, requests, solutions, training, verbal, team, etc.
You can also use optimization software to personalize your job keywords. You only need to upload your resume to such software programs and paste a related job description, and you will get all the missing/needed keywords. Ensure you have all the important keywords in your resume to capture the hiring manager’s attention.
2. What are Some of the Technical Skills Required in Customer Service Management?
Technical skills differ from soft skills as they are specialized knowledge and expertise required for specific task performance. They are required in all industries and fields and can be tracked, taught, and measured. Here is what you need for effective customer service management: Ability to train teams effectively, excellent operations management by monitoring departmental processes and auditing operations, ability to think strategically, excellent performance management, ability to think and act strategically, excellent reporting skills, complex problems solving skills, excellent computer and IT skills, in-depth understanding of the Microsoft Office Suite and outstanding Mathematical skills among others.
Remember to subdivide your skill section into soft and hard skills, just like we have done to make your resume more presentable. Also include the languages you can speak in your skill section.
3. Which Certifications Are Available for Customer Service Managers?
It is wise to earn a few designated credentials to verify your competence and knowledge in specific aspects of a given job. The right professional certification will help you advance faster in your career by giving you an advantage over your peers. Some certification areas worth considering include information technology, human resources, and accounting.
Here are a few certifications for customer service managers: Certified Customer Service Professional (CSSP) for service excellence, Microsoft Certified Professional (MCP) to learn more about different Microsoft technologies, solutions, and products, Certified Planning Engineer (CPE) by the American Academy of Certified Project Managers, Customer Service Management Certification program offered by The Success League, Certified Management Accountant by the Association of Accountants and Financial Professionals in Business, International Accredited Business Accountant(IABA) by the Accreditation Council for Accountancy and Taxation and the famous Project Management Professional(PMP) among many others.
4. How Can I Grow and Learn New Things in My Customer Service Management Career?
Always strive to grow and learn new things if you intend to thrive in your customer service management job. Some of the ways you will achieve career growth include: improving your technical skills, learning more about agile development to get a clearer understanding of how development teams work and how you can chip in, and extensively learning about the company’s products for faster solving of customer queries and learning more about using analytics.
Other means include mastering Salesforce basics to fasten your understanding of any CRM, attending daily scrum meetings for open communications with both product and development teams, and learning more about operations and SLAs to develop a working system.
5. How Can I Become a Customer Service Manager?
The first step to becoming a customer service manager is to earn a Bachelor’s degree in business administration or a related field. After your degree, apply for customer service positions and gain extensive experience that will come in handy when you decide to make a move. You should also consider getting certifications such as the Certified Customer Service Manager by the Customer Service Institute of America.
As you gain experience in customer service, try and earn some management experience which can be obtained from a supervisory role. Then, update your resume and go for the position you need.