Customer Service Manager Job Description

Do you need to hire an expert Customer Service Manager in Sydney, Melbourne, or Brisbane? Or are you a Customer Service Manager looking for your next job opportunity?

WOW Recruitment is a leading expert in Sales, Marketing and Business Services recruitment and we can help! Contact us today and speak to a WOWzer. We can help you with a hiring consultation or gain more understanding of the role of a Customer Service Manager.

A Customer Service Manager works primarily to communicate with customers either via phone, email or face-to-face about a product or service, plus potentially overseeing a team of Customer Service Agents.

They work hard to understand customer behaviours and they manage communication between the customers and the sales department. Customer Service Managers are the overseers; they develop and implement the right customer service strategies for success.

• Developing and implementing strong and long-lasting CRM strategies to improve a company's customer loyalty and retention
• Conducting quality assurance surveys to determine customer satisfaction and using this data to improve areas of complaint
• Deciding on a CRM system's structure and ensuring it harmoniously operates across every relevant department in an organisation
• Communicating with customers directly through the CRM system and quickly solving customer problems
• Monitoring customer behaviour and implementing strategies to ensure maximum profitability
• Building and maintaining customer relationships to drive ROI, customer retention and high customer satisfaction
• Identifying potential new customers and target markets and communicating this information to the relevant departments to maximise profitability
• Using marketing techniques (like email marketing and campaign management) to update customers on the newest products to increase sales
• Communicating up-selling and cross-selling opportunities with the sales department
• Constantly testing and adopting new strategies for the most effective CRM system
• Analysing competitors and updating strategies when required
• Working with different departments, including sales, account managers and IT
• Meeting KPIs, including sales and customer growth targets
• Conducting business reviews using the CRM system's data
• Creating innovative solutions to solve critical business problems and ensuring the company meets its customers' needs
  

• Bachelor of Marketing or Communications, a Bachelor of Business or Business Administration, or a Bachelor of Information Technology