Service Managers typically work for corporations across industries to ensure their department provides excellent customer service to consumers. They work closely with the sales and manufacturing departments to relay information about product defects or customer feedback. Their job is to lead Customer Service Representatives in daily communications with customers over the phone or through a messaging platform. They may also be responsible for training Customer Service Representatives on how to help customers troubleshoot problems or navigate new company products.
Was macht ein Service Manager ?
A Service Manager, or Customer Service Manager, is responsible for overseeing employees and daily operations within the customer service department. Their duties include creating customer service policies to help employees effectively communicate with customers over the phone, hiring and training Customer Service Representatives about company products or services and speaking with customers who have complex questions.
Aufgaben
Ein Service Manager sollte in der Lage sein, verschiedene Aufgaben und Verantwortlichkeiten zu erfüllen. Im Folgenden sind einige Aufgaben und Verantwortlichkeiten aufgeführt, die ein Service Manager ausführen können sollte:
Providing customers with product information and availability, estimated time of arrival of goods and product recommendations
Delivering prompt, professional solutions for customer inquires
Working to meet immediate goals of customer interaction
Hiring, training and managing customer service staff in best consumer service practices
Representing the opinions and suggestions of the customers to the company so the company has feedback from its customers
Benötigte Fähigkeiten
Ein wettbewerbsfähiger Service Manager verfügt über bestimmte Fähigkeiten und Qualifikationen, darunter:
Communication skills
Familiarity with customer service standards and processes
Budget tracking
Interpersonal skills
Ability to handle stress to operate under deadlines
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