How to write a Customer Service Manager job description

Your job description is the first touchpoint between your company and your new hire. With millions of people searching for jobs on Indeed each month, a great job description can help you attract the most qualified candidates to your open position. To get you started, here are some tips for creating an effective job description.

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Customer Service Manager job title

A great job title typically includes a general term, level of experience and any special requirements. The general term will optimise your job title to show up in a general search for jobs of the same nature. The level of experience will help you attract the most qualified applicants by outlining the amount of responsibility and prior knowledge required. And if your position is specialised, consider including the specialisation in the job title as well. But avoid using internal titles, abbreviations or acronyms to make sure people understand what your job posting is before clicking.

Examples of Customer Service Manager job titles

    Customer Service Manager
    Senior Customer Service Manager
    Retail Customer Service Manager
    Client Service Manager
    Customer Service Administrator

Customer Service Manager job summary

A great job description starts with a compelling summary of the position and its role within your company. Your summary should provide an overview of your company and expectations for the position. Outline the types of activities and responsibilities required for the job so job seekers can determine if they are qualified, or if the job is a good fit.

Example of a Customer Service Manager job summary

Our startup shipping and courier service need to add a Customer Service Manager to our growing team. The successful candidate will focus on all aspects of customer satisfaction and care as well as the supervision of our dedicated Customer Service Associates. We need a Customer Service Manager who can take charge of our customer service department and foster positive relationships with our clients. If you know how to find unique ways to deal with customer complaints or concerns, you’d be a perfect fit for this position. We offer excellent benefits, a competitive starting salary and paid leave as well as opportunities for advancement.

Customer Service Manager responsibilities and duties

The responsibilities and duties section is the most important part of the job description. Here you should outline the functions this position will perform on a regular basis, how the job functions within the organisation and who the employee reports to.

Examples of Customer Service Manager responsibilities

    Oversee our customer service team
    Manage and train Customer Associates
    Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
    Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service
    Onboard new employees and train them based on your expertise and skill set
    Create and implement an effective customer loyalty program

Customer Service Manager qualifications and skills

Next, outline the required and preferred skills for your position. This may include education, previous job experience, certifications and technical skills. You may also include soft skills and personality traits that you envision for a successful hire. While it may be tempting to include a long list of skills and requirements, including too many could dissuade qualified candidates from applying. Keep your list of qualifications concise, but provide enough detail with relevant keywords and terms.

Examples of Customer Service Manager skills

    10+ years’ experience in customer service
    5+ years’ supervisory experience
    Bachelor’s degree in business administration or a related field preferred
    Extensive e-commerce background
    Ability to translate your skills to other employees through training and mentoring
    Excellent verbal and written communication skills
    Proficiency with Microsoft Office Suite and Google Docs

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