Customer service managers look after the business interests of customers. For them, their customers are first. They work in a variety of areas or field like telecommunications, finance, retail, health etc. and work at different levels from front office to head office. They are also known by other job titles such as corporate services manager, customer relationship manager or customer operations manager.
Whatever may be the job title, they are entrusted with the duty of understanding and fulfilling requirements of their customers. If you like to motivate employees and deal with customers’ demands and queries in professional ways, this could be the right career path for you. And to get the right job, you will need a perfect customer service manager resume.
To know whether a customer service manager’s position is right for you or not, let us delve deeper into the responsibilities, proficiencies and education required for this post. Also we will have a look at a sample resume for customer service manager position.
Job Description of a Customer Service Manager
The usual job responsibilities are:
- Leading a group of customer services staff.
- Resolving complex issues and enquiries.
- Ensuring accurate communication records or in other words, the details of communication with customers are maintained properly.
- Assisting customers in using the company’s services or products.
- Issuing compensation to customers.
- Studying and analyzing statistics to find out the level of customer service the company is providing.
- Participating in discussion with other managers to understand how the customer service may be improved in order to retain existing clients and add new clients.
Skills of a Customer Service Manager
- Analytical skills required to master problem-solving techniques and break larger problems into smaller parts.
- Communication skills required to express ideas, listen carefully to others and communicate minutes of meetings and other discussions effectively to reduce misunderstandings.
- Leadership skills necessary for persuading and negotiating with others.
- Ability to understand emotion and manage emotions confidently.
- Ability to build relationships based on trust and loyalty with others.
- Capability to work on multiple projects and manage details without showing signs of worry or tension.
Education
The educational requirements for such type of managers are high school diploma or GED. There are universities and colleges offering certification programs, which is an added advantage for an applicant. Although the academic requirement varies from industry to industry, you must have a minimum of high school diploma or GED.
Customer Service Manager Resume Sample
Marshall Jones
65 Robert Street, Chicago
667-202-3551
Email: marshall.jones@example.com
Summary
An efficient customer service manager with more than 9 years of experience in handling customer queries and complaints, mentoring staff and supervising overall functioning of retail stores. Willing to use my pro-active attitude, knowledge of customer satisfaction enhancement and experience to be a part of an expanding business with innovative strategies.
Skills and Proficiencies
- Areas of expertise include: customer service management, customer satisfaction enhancement, complaint handling and resolution, team building and training.
- Organization skills.
- Ability to work under pressure and maintain composure.
- Capability to deal with customers in a friendly manner and make them feel comfortable.
- Ability to coach and motivate others.
- Problem-solving skills.
- Ability to analyze information.
- Ability to develop standards.
Experience
S-Mart Hypermarket, Chicago
Customer Service Manager
July 2010- present
Job Responsibilities:
- Leading a team of more than 40 staff members and motivating them with the aim of improving productivity and engagement and also increasing the store’s overall business.
- Ensuring all staff members work in accordance with operational and merchandising standards.
- Hiring great talents and training them too.
- Building strong bond with customers by keeping their preferences in the first position, handling their queries and complaints, providing them information regarding products and authorising refunds or similar compensations to them.
- Introducing training programs to enhance staff productivity.
- Analyzing vital management information to find out how well customers are treated and served.
Beans and Basket- The Store for All, Chicago
Customer Service Manager
October 2007- June 2010
Job Responsibilities:
- Maintained professional and positive relationships with colleagues, senior managers and customers.
- Looked after the overall sales progress of the store.
- Analyzed complex problems that resulted owing to products’ delivery and handling issues; and arrived at probable solutions while communicating the same to senior managers.
- Communicated with customers on a daily basis to get their valuable feedbacks and suggestions.
Educational Qualifications
SKM University, Chicago
Bachelor’s Degree in Business Administration, 2006
The above customer service manager resume sample will help you to draft your own customer service manager resume which must be tailor-made to suit your own skill sets, credentials and experience.
