About the role
Customer service managers lead and develop the company's customer service department to ensure a high level of service. They often have a background in service, leadership, or business economics and may have undergone leadership training. Their role is strategic and operational with a focus on customer satisfaction and efficiency.Responsibilities
Customer service managers are responsible for leading customer service teams, developing service processes, and handling customer complaints. They set goals for the department, monitor customer interactions, and implement improvements. Ensuring that staff have the right tools and training to provide excellent service is central.Skills and tools
Customer service managers must have strong leadership skills, be good at communication, and have the ability to handle conflicts. They use CRM systems, data analysis tools, and communication platforms. Empathy, patience, and the ability to motivate a team are important qualities. Common competencies demanded by employers are personalansvar, kundtjänst and coaching/coachning.