Duties and responsibilities of the customer support manager

The role of a customer service manager is to ensure that a company's customers receive exceptional support and that all their needs are met. This can involve creating customer service policies and procedures that staff must adhere to, training and observing employees, and serving dissatisfied customers. Customer service managers oversee the day-to-day functions of the customer service department.

Customer care managers oversee customer care agents and report to a general manager, making them mid-managerial level officers. The Bureau of Labor Statistics does not have statistics for customer service managers, but reports an employment growth rate of 8% through 2024 for administrative service managers. Due to the similar nature of the professions, customer service managers can expect to see similar job growth in their field, resulting in 23,500 new jobs during this period.

Duties and responsibilities of the customer support manager

A customer service manager has many duties and responsibilities. Although specific positions determine the commitments of a customer service manager, there are several primary responsibilities common to this occupation. A review of the current worklists identified the following key tasks and responsibilities.

Establish customer service practices

Customer care managers are responsible for creating policies and procedures for their staff. To ensure that customers receive consistent and excellent service, it is imperative that all employees provide the same type of support and handle issues similarly. The customer service manager must ensure that his staff are aware of the policies and adhere to them at all times.

Hire and train employees

Staffing and training are often at the discretion of the customer service manager. This may include reviewing applications, conducting interviews, developing new hiring documentation, and providing on-the-job training or mentoring to new hires.

Analyze the metrics

Customer care managers should review their support team to determine whether or not all staff are following the best practices established by the customer care manager. Standardized performance metrics should be established to ensure that all employees are judged by the same measures and criteria. Most customer service managers will conduct monthly or quarterly metric reviews of all staff. Providing advice and solutions to underperforming staff members is also part of your job.

Quiet situations

An important part of the customer service manager's job is to defuse situations with dissatisfied customers. When customers cannot satisfactorily meet their needs by talking to a customer service agent, the customer service manager's job is to take over and try to appease the customer. Good mediation skills are important to accomplish this task.

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