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.
A Service Manager 應該能夠履行各種職責和責任。以下是 Service Manager 應該能夠執行的一些職責和責任：
- 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
有競爭力的Service Manager 將擁有一定的技能和資格，包括：
- Communication skills
- Familiarity with customer service standards and processes
- Budget tracking
- Interpersonal skills
- Ability to handle stress to operate under deadlines
