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Cactus Wellhead, LLC
Posted: March 21 2016
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DescriptionCustomer service managers ensure that the needs of customers are being satisfied. Their aim is to provide excellent customer service and to promote this idea throughout the organisation they work for.
They may work at various levels, from head office to the front end of the business and in most cases will be:
helping to develop and implement a customer service policy for an entire organisation;
finding ways to measure customer satisfaction and improve services;
managing a team of customer services staff;
handling face-to-face enquiries from customers.
ResponsibilitiesAlthough the work varies, depending on the type and size of the employing organisation, typical activities are likely to include some or all of the following:
providing help and advice to customers using your organisation's products or services;
communicating courteously with customers by telephone, email, letter and face to face;
investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;
issuing refunds or compensation to customers;
keeping accurate records of discussions or correspondence with customers;
analysing statistics or other data to determine the level of customer service your organisation is providing;
producing written information for customers, often involving use of computer packages/software;
writing reports analysing the customer service that your organisation provides;
developing feedback or complaints procedures for customers to use;
improving customer service procedures, policies and standards for your organisation or department;
meeting with other managers to discuss possible improvements to customer service;
being involved in staff recruitment and appraisals;
training staff to deliver a high standard of customer service;
leading or supervising a team of customer service staff;
learning about your organisation's products or services and keeping up to date with changes;
keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
RequirementsAlthough this area of work is open to all graduates, the following degree or HND subjects may improve your chances:
Some employers may prefer students from disciplines that are relevant to their particular sector, such as retail, hospitality or financial services.
Entry into customer services management is possible without a degree or HND.
Some managers work their way up from roles such as customer services assistant, gaining relevant qualifications and experience where possible. They may then find themselves being promoted to team leader and on into a management position.
A postgraduate qualification is not generally required