In Summary - Customer Services Manager
The customer services manager ensures that all staff work to their company's standard in satisfying each customer's requirement, enquiry or complaint politely and efficiently.
Customer Services Managers typically work in the following Career Sectors:
Videos & Interviews
Nicole Feighery, Customer Care Manager
Nicole Feighery is a Customer Care Manager at Chill Insurance. Nicole graduated from TCD with a degree in Natural Science. Throughout her time working in the financial services sector she has obtained a number of relevant qualifications and is currently studying towards a Management Diploma in Insurance.
Videos on the Web
- Customer Services Manager- from: Youtube Search
The Work - Customer Services Manager
Depending on the type of retail outlet, the activities of the Customer Services Manager may involve the following:
- Dealing with the in-store and telephone customer complaints.
- Organising/promoting store credit card schemes.
- Organising 'wedding list' and 'birthday-list' schemes for customers.
- Organising corporate gifts schemes.
- Working with the despatch department to distribute products sold within the various schemes.
- Working with the marketing department in sales/service promotion.
The customer services manager works closely with the retail management team, which may include the store manager/department manager, the retail buyer, the stock-room manager etc. The customer services manager also provides important feedback on customer satisfaction to store and retail managers and the rest of the retail management team. They oversee the tills and checkout operations.
Interests - Customer Services Manager
This occupation is typically suited for people with the following Career Interests:
Administrative people are interested in work that offers security and a sense of being part of a larger process. They may be at their most productive under supervisors who give clear guidelines and while performing routine tasks in a methodical and reliable way.
They tend to enjoy clerical and most forms of office work, where they perform essential administrative duties. They often form the backbone of large and small organisations alike. They may enjoy being in charge of office filing systems, and using computers and other office equipment to keep things running smoothly. They usually like routine work hours and prefer comfortable indoor workplaces.
The Social person's interests focus on interacting with the people in their environment. In all cases, the Social person enjoys the personal contact with other people in preference to the impersonal dealings with things, data and ideas found in other groups.
Many will seek out positions where there is direct contact with the public in some advisory role, whether a receptionist or a counsellor. Social people are motivated by an interest in different types of people and like diversity in their work environments. Many are drawn towards careers in the caring professions and social welfare area, whilst others prefer teaching and other 'informing' roles.
Customer services managers should possess strong administrative skills and product knowledge. Like all retail managers, they must show strong leadership skills, and be able to show that they can motivate others and communicate effectively with people from all walks of life.
It is essential that they enjoy dealing with people. They must be good managers of their own time and be confident and decisive in unpredictable situations. Personal qualities should include politeness, tact, and good listening skills. Customer services managers must have the ability to pay attention to detail, to plan and set priorities, and they should possess good analytical skills.
A good level of general fitness is needed for this job.
Entry Requirements - Customer Services Manager
Pay & Salary - Customer Services Manager
Salary Range (thousands per year)* 18k - 65k
Customer Service Representative: 18 - 34
Customer Service Team Leader: 24 - 45
Customer Service Manager: 20 - 65
Sigmar / Brightwater / CPL / Robert Walters / Abrivia
Last Updated: March, 2017
* The lower figures typically reflect starting salaries. Higher salaries are awarded to those with greater experience and responsibility. Positions in Dublin sometimes command higher salaries.
Labour Market Updates - Customer Services Manager
Shortages in this occupation relate to those employed in call centres and are specific to those with language skills. There is evidence of churn in this occupation, with over 8,000 recent job hires in 2017.
National Skills Bulletin 2018