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Being a customer service manager- Role, Responsibilities, Job requirements

Guest post by: Ivana Lewis

Article Overview: This article gives a broader view on the role and responsibilities of a customer service manager. Additionally, the article highlights on the job requirements of becoming a good customer care manager.

Being a customer service manager- Role, Responsibilities, Job requirements

In BPO corporate scenario ‘customer is the king’ and customer service is the lifeline of business process outsourcing industry. No BPO can ever imagine ignoring the needs of their targeted clients. Understanding and managing the requirements of the clients serve to be the major tasks of the customer service management. Now the job of the customer service managers is to ensure that the communication between different departments is maintained accordingly and effectively. This will be the way to ensure quality of service and products that are delivered to customers. In this article, you will get a thorough insight about the job responsibilities of the customer service manager in BPO industry. Job description of the customer service manager

Customer service managers in call centers usually work to satisfy the requirements and needs of their clients. Now managers work at diverse levels right from dealing and managing the customers. One of the most important facets of the job of customer service managers is team management. They chalk out the customer service policies for the whole organization.

Now there are diverse job profiles connected that are associated with a customer service manager. For instance, the field that these staff are known to serve involves diverse career opportunities covering corporate service managers, customer care managers, customer operations managers and last but not the least the customer relationship manager.

Each of the above posts includes some of the specific responsibilities that need to be carried forward so as to manage customers well. Now the customer care/service mangers can also be appointed in the retail stores, offices, restaurants and in the call center set-ups.

It is the responsibility of the manager to lead a whole team of about 10 to 20 members.

Furthermore, factors on leading one team will also depend on the total strength of the company and also guiding them to achieve all the given targets. A customer care manager working in a bank works to solve customer needs. They deal with the customers and also solve their queries relating to the functioning of the accounts and other related services as provided by the respective bank.

The regular tasks of a customer care manager whether working in a call center or a bank includes wide spectrum of responsibilities. Now these duties may include working arrangements, task management, staff meeting, development and training programs and more. Furthermore, some of the large-sized organizations can also assign the task of stock ordering and other financial responsibilities.

It is the responsibility of the mangers to motivate the team and to ensure exceptional inter-personal skills. There are several training institutions engaged in offering training for personality development skills and also improving the entire knowledge spectrum concerning this particular field.

Educational Requirements to be considered:

Most customer care managers are found to be well-educated including excellent communication skills. These managers also include good command over English language. A Bachelor’s degree in science or in arts stream with the years of work experience makes aspirants eligible for dealing the post of a customer care manager. There are people who enter in this job after completing the post-graduation and also to scale up higher.

Salary Range:

Customer care managers having prior work experience can expect a salary of around $ 30,000 to $ 40,000. For individuals having work experience between 1 to 4 years, the expected salary range will be in between $33,000 to $ 51,000. The total range of salary for candidates having more than 4/5 years or more years of experience will be around $40,000 and $58,000.

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Article Tags: bpo, business process outsourcing, call center, call center bpo, call center services, call centers, call centre, Contact center, customer care, Customer services, inbound call center, process outsourcing



Related Forum Posts
Re: Politeness! - I sometimes find that people these days will actually go out of their way to be rude when filing a complaint. For instance, why can't a customer just say a simple "no thank you" rather than writing in an angry tone or making threats? Of course the customer is always right, so as professionals we have to suck it in and be the bigger person... but is there a better way to deal with rude clients? When I used to work at McDonald's, I recall the store manager actually yelled back at the customer who shouted profanities at a teenage employee since the order was taking so long. While the store manager didn't use any vulgar language, he still firmly told the customer to leave the store because he wouldn't serve someone who was so rude.
Re: Politeness! - [quote="Kevin":2sd46jnv]I sometimes find that people these days will actually go out of their way to be rude when filing a complaint. For instance, why can't a customer just say a simple "no thank you" rather than writing in an angry tone or making threats? Of course the customer is always right, so as professionals we have to suck it in and be the bigger person... but is there a better way to deal with rude clients? When I used to work at McDonald's, I recall the store manager actually yelled back at the customer who shouted profanities at a teenage employee since the order was taking so long. While the store manager didn't use any vulgar language, he still firmly told the customer to leave the store because he wouldn't serve someone who was so rude.[/quote:2sd46jnv] I think that this is the right thing to do. Nobody should have to put up with rudeness or abuse even by a customer. If the customer cannot behave in a decent manner, I would quietly tell them that until they can treat me with respect I would prefer not to deal with them. I have been in that position and will not allow anyone to behave badly to me. In fact people will only behave badly towards you if you allow it. MichelleJ
Which major company does a good job with customer service? - Like many entrepreneurs I have run into major customer service problems with some of the large companies - having to spend an hour on the phone, talking to 4 different people and repeating my problem again to each one. As a result I try to work with smaller companies when I can because I know I will get better service. Do you have any stories of a big company that has got it right and does a great job with their customer service?
dreamhost file manager - I'm not familiar with Geocities file manager. I have been using Dreamhost for the last 3 years and am quite pleased with the service. I haven't had my sites go down like others have stated. Thier file manager is quite good and even has dates as to when the last file was saved. They have a webftp service (I believe you refered to this as a 'File Manager') and it's very quick. some of the benefits of hosting with them is that the longer you stay with them the more bandwidth and file storage capacity they provide you. This usually goes up each week or month - i forget.
Re: How do you create the WOW factor in business? - I'm usually "wowed" by exceptional customer service at retailers by specific customer service employees. It's a sure way to win my repeat business and referral to family/friends.


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