Customer service managers are responsible for managing the relationships between an organisation and its customers or clients. They often provide after-sales support to customers, handling complaints, requests for refunds and other feedback. Customer service managers working in larger organisations may supervise a team of dedicated customer service officers, they may only deal directly with customers when there is a serious or complex issue that cannot easily be resolved by a customer service officer. They are often responsible for developing an organisation’s customer service policies and training other staff members how to deliver a high level of service and build positive customer relationships.
Specialisations
- Customer Relationship Manager
- Service Manager
- Client Service Manager
Knowledge Skills and Attributes
- to remain calm under pressure
- enjoy helping people
- resolve issues
- to be able to work as part of a team
- excellent communication and interpersonal skills
- to be friendly, courteous and patient
Education Training Requirements
You can undertake a traineeship in Business.
- BSB40312 – Certificate IV in Customer Contact
- BSB50311 – Diploma in Customer Contact
Apprenticeships and Traineeships
It is possible to become a customer service manager with no formal qualifications. Generally this requires significant experience in a customer service role, which could include working as a retail sales assistant, call or contact centre operator, sales representative or in a similar area. It may improve your employment prospects if you have completed a qualification in Business, Commerce, Management, Public Relations or a related field. Qualifications in these areas, from certificates through to degrees and higher, are offered by TAFE, universities and other Registered Training Organisations (RTOs)
