Customer Service Manager

Customer Service Manager job description

A Customer Service Manager role primarily involves communicating with customers either via phone, email or face-to-face in relation to a product or service, plus potentially overseeing a team of Customer Service agents. A Customer Service Manager job description will describe the representative as acting on behalf of the company, so it is paramount that they know and understand the company values and always act in a professional manner, using language that aligns with that of the company.

Customer Service Manager duties and responsibilities of the job

The Customer Service Manager is responsible for providing a productive and motivating working environment, and addressing any issues/disputes from customers or clients. A Customer Service Manager job description generally includes:

Delivering a comprehensive service to enquiring customers

Possibly delegating certain customer enquiries to specific teams

Managing a large number of incoming calls and emails

Managing customers’ accounts

Keeping a record of customer interaction and details of actions taken

Communicating with internal teams to discuss sales targets

Generating sales leads, building sustainable relationships where necessary

Reporting back on results

Customer Service Manager job qualifications and requirements

Whilst no degree is required f or a Customer Services role, there are a number of traits that a candidate will be expected to display in order to excel in the role:

Excellent verbal and written communication skills

The ability to maintain calm under pressure

A thorough knowledge of the product or service the company they work for is offering

Efficiency and organisational skills

Administrative skills

Computer literacy in order to type up reports, results and details of customer interaction

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Salary for Customer Service Manager

90000 - 120000

25th percentile

90000

The candidate is new to the role or has limited experience and is building necessary skills.

50th percentile

105000

The candidate has moderate experience in the role, meets most requirements or has equivalent transferable skills, and may also have relevant certifications.

75th percentile

120000

The candidate has extensive experience and advanced skills for the role, and may also have specialised certifications.

Salary range based on three percentiles The starting salaries represent gross yearly salaries. They do not include bonuses, benefits or superannuation.

Projected salaries for related positions

Job title

25th percentile

50th percentile

75th percentile

Customer Service Representative

60000

65000

70000

Customer Service Officer

60000

65000

70000

Customer Service Team Leader

75000

80000

90000

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Our starting salary projections come from a detailed, multistep process that ensures our numbers accurately reflect the marketplace. They’re based on real compensation data for job candidates our recruiters have matched with companies across the country.

The Salary Guide from Robert Half is the original. We’ve been publishing salary forecasts since 1950, and our guide has served as a trusted source for employers, job seekers, industry associations, government and educational institutions, and national and local media.