149212 CUSTOMER SERVICE MANAGER
Alternative Titles:
Client Service Manager
Service Manager
Plans, administers and reviews customer services and after-sales services, and maintains sound customer relations.
Skill Level: 2
Indicative Skill Level:
Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.
In Australia: AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)
In New Zealand: NZ Register Diploma (ANZSCO Skill Level 2)
At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.
Tasks Include:
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Developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
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Ensuring operational efficiency within a call centre
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Providing direction and feedback to team members and assisting with recruitment
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Managing, motivating and developing staff providing customer services
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Planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
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Liaising with other organisational units, service agents and customers to identify and respond to customer expectations
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May work in a call centre