Trade guide

Customer Service Manager

Customer service managers work in various sectors where goods and services are marketed to the general public. They are the first people customers contact if they have any feedback on their purchases. Here’s a closer look at the job of customer service manager.

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Présentation
Missions
Compétences
Avantages
Salaire
Formations

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The business

What is a customer service manager?

Its role

Customer service managers deal with the requests of customers and consumers in order to satisfy them and win their loyalty. They may work in a company or in a call centre on behalf of a customer located abroad. In this way, they manage customer files while at the same time directing the marketing, sales or communications department.

Its field of action

He or she is also responsible for devising the department’s performance indicators and analysing the results. In addition, after drawing up the annual activity report, he/she suggests areas for development to his/her team.

The functions

What does a customer service manager do?

The roles and tasks of a customer service manager are :

the introduction of various procedures to develop the customer service policy

management of goods notified as non-compliant

defining annual action plans and objectives to be achieved within the department to which he/she is attached

coordinating, steering and leading sales, technical, logistics and other cross-functional departments

drawing up training programmes for teams in the field

designing service performance indicators

managing customer disputes by telephone or e-mail

optimising after-sales service through the implementation of a management system

passing on customer comments to the cross-functional department

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Qualifications

The qualities and skills needed to be a good customer service manager

To become a customer service manager, you need to :

Be able to manage one or more teams

Being a true leader

Knowing how to motivate your staff

A keen interest in customer relationship management

Good knowledge of public tendering and other processes

You will also need the following technical skills :

A sound knowledge of the basics of marketing

Managing accounting and administrative operations

Mastering electronic purchasing systems

Good writing skills

Proficiency in at least one foreign language

Managing a project

The benefits

Customer service manager: salary and career development

Working as a Customer Service Manager will stimulate your creativity. After all, solutions to customer problems are not always found in the company’s conventional procedures. As a result, you are obliged to react spontaneously to reassure customers who give negative feedback on the service. What’s more, a good customer service manager will never forward an e-mail or call from a difficult customer.

What’s more, you take criticism from others less and less personally. You’ll be able to develop your sense of objectivity by analysing your customers’ problems rationally. You can adopt this vision in your personal life to better manage your emotions when faced with a difficult situation.

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Remuneration

Customer service manager: salary and career development

The salary of a customer service manager varies according to experience in the post and the size of the company. To start with, they earn around €30,000 gross per year. This can rise to €40,000 gross per year after several years’ experience.

Whatever the case, a customer service manager can progress to :