What does a Customer Service Manager do?

Learn all about Customer Service Manager duties, skills and much more. Get expert advice on how to become a Customer Service Manager.

Photo of Brenna Goyette
Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 4 min read

A customer service manager is responsible for leading and managing a team of customer service representatives. They are responsible for ensuring that the team provides excellent customer service to customers and clients. They may also be responsible for training and development of team members, as well as handling customer complaints and escalations.

Customer Service Manager job duties include:

  • Train, coach, and develop customer service representatives
  • Handle customer complaints and resolve issues
  • Monitor customer service metrics and KPIs
  • Identify areas for improvement in customer service processes
  • Implement changes to improve customer satisfaction
  • Develop and implement customer service policies and procedures
  • Manage customer service budgets
  • Oversee customer service operations
  • Liaise with other departments to ensure smooth delivery of services to customers
  • Report to senior management

Customer Service Manager Job Requirements

A Customer Service Manager typically needs a high school diploma, although some jobs may require postsecondary education, and must have several years of customer service experience. They must have excellent communication and interpersonal skills, as well as the ability to lead and motivate a team. Some employers may require certification in customer service or management.

Customer Service Manager Skills

  • Patience
  • Empathy
  • Communication
  • Listening
  • Problem-solving
  • Organization
  • Multi-tasking
  • Stress management
  • Flexibility
  • Friendliness
  • Professionalism

Related: Top Customer Service Manager Skills: Definition and Examples

How to become a Customer Service Manager

There are many different paths that one can take to become a Customer Service Manager. However, there are a few key things that will help you on your way. Firstly, it is important to have experience in customer service. This will give you the ability to understand the needs and wants of customers, as well as how to deal with difficult situations. Secondly, it is helpful to have good people skills. This means being able to communicate effectively, both verbally and written, as well as being able to build strong relationships. Finally, it is important to be organized and detail-oriented. This will allow you to keep track of customer requests and ensure that they are dealt with in a timely and efficient manner.

If you have these key skills, then you are well on your way to becoming a Customer Service Manager. However, there are also a few other things that will give you an edge in this role. Firstly, it is helpful to be familiar with customer service software and systems. This will allow you to manage customer data more effectively and streamline processes. Secondly, it is useful to have some knowledge of marketing and sales. This will enable you to better understand the needs of customers and how to promote your company’s products or services. Finally, it is beneficial to have some project management experience. This will come in handy when coordinating customer service initiatives or dealing with complex customer requests.

If you have the relevant skills and experience, then becoming a Customer Service Manager is definitely within your reach. Just remember to stay organized, be responsive to customer needs, and build strong relationships with both customers and team members alike.

Related: Customer Service Manager Resume Example

Related: Customer Service Manager Interview Questions (With Example Answers)