Customer Service Manager

Customer service manager is responsible for the following duties:

• Helping to develop and implement a customer service policy for an entire organization .
• Finding ways to measure customer satisfaction and improve services.
• Managing a team of customer services staff.
• Handling face-to-face inquiries from customers.
• Communicating courteously with customers by telephone, email, letter and face to face;
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
• Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;
• Issuing refunds or compensation to customers;
• keeping accurate records of discussions or correspondence with customers;
• Analyzing statistics or other data to determine the level of customer service your organization is providing;
• Producing written information for customers, often involving use of computer packages/software;
• Writing reports analysis the customer service that your organization provides;
• Developing feedback or complaints procedures for customers to use.
• Improving customer service procedures, policies and standards for your organization or department.
• Meeting with other managers to discuss possible improvements to customer service.
• Being involved in staff recruitment and appraisals.
• Training staff to deliver a high standard of customer service.
• Leading or supervising a team of customer service staff.