Customer Service Manager Duties & Responsibilities

The role and function of a Customer Service Manager includes the following duties and responsibilities:

  • Supervise day-to-day operations in the customer service department.
  • Respond to customer service issues in a timely manner.
  • Create effective customer service procedures, policies, and standards.
  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
  • Implement an effective customer loyalty program.
  • Maintain accurate records and document all customer service activities and discussions.
  • Assess service statistics and prepare detailed reports on your findings.
  • Hire and train new customer service agents.
  • Manage the approved budget of the customer service department.
  • Stay informed on the latest industry techniques and methods.

Note that this is not an exhaustive list of Customer Service Manager duties and responsibilities. Job functions for specific Customer Service Manager roles may vary, depending on the industry and type of employer.

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