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.
Một Service Manager phải có khả năng hoàn thành nhiều nhiệm vụ và trách nhiệm khác nhau. Sau đây là một số nhiệm vụ và trách nhiệm mà một Service Manager phải có khả năng thực hiện:
- 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
Một Service Manager cạnh tranh sẽ có một số kỹ năng và trình độ nhất định, bao gồm:
- Communication skills
- Familiarity with customer service standards and processes
- Budget tracking
- Interpersonal skills
- Ability to handle stress to operate under deadlines
