Customer service manager

What they do

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.

Working conditions

Customer service managers usually work indoors, for retailers, wholesalers, government departments and other companies selling a product or service. The majority of workers in this role are based in the Perth metropolitan area, however there are opportunities in all regions throughout Western Australia. They may often deal with customers who are upset or angry, and must be able to remain calm while resolving these issues. Customer service managers generally work standard business hours, though evening or weekend work may occasionally be required to deal with major problems which may sometimes arise, such as product recalls.

Tools and technologies

Customer services managers need to be highly familiar with the products and services that their organisation offers. They often use computers to keep detailed records of their dealings with specific customers and may need to be familiar with word processing and database management programmes that enable this information to be shared on the organisation's internal network. Depending on their specific duties, customer services managers may also be required to use cash registers and EFTPOS machines.

How do I become one?

Education and training

It is possible to work as a customer service manager without any formal qualifications. However, entry into this occupation may be improved by obtaining a qualification in management, business, commerce or a related area. Most employers will also require those working in management roles to have experience using leadership skills in a related industry or occupation.

The Diploma of Leadership and Management is offered at TAFE colleges and other registered training organisations throughout Western Australia.

Browse courses through Jobs and Skills WA and search on the My Skills website to find a registered provider near you.

You can also study a degree in business or commerce, majoring in management. Contact the universities you are interested in for more information.

Learn more about your study options.



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