Typical tasks and duties

Customer Service Manager may perform the following tasks:

• manage customer service staff to ensure they are motivated and have the knowledge and skills needed to perform their roles effectively
• develop and review customer relations policies, programs and procedures
• provide direction and feedback to team members and assist with recruitment
• plan, put into place and manage after-sales services, and continually improve these services
• talk to other managers within other organisational units, and to service agents and customers to identify and respond to issues and expectations
• ensure the organisation complies with established product and service quality standards
• distribute promotional and service publications to service agents and customers.
• Qualification(s) assessed at least AQF Diploma level with a highly relevant field of study and at least one year of post qualification highly relevant employment in the last five years; Or
• Qualification(s) assessed at least AQF Diploma level with an additional qualification at least AQF Certificate IV in a highly relevant field of study and at least one year of post-qualification highly relevant employment in the last five years; Or
• Qualification(s) assessed at least AQF Diploma level without a highly relevant field of study and at least two years of post-qualification highly relevant employment in the last five years;