Roles and missions of the Customer Service Manager
A Customer Service Manager plays a vital role in ensuring customer satisfaction and improving the performance of a customer service department. They are responsible for improving and managing customer service activities and procedures, as well as developing and maintaining excellent customer relations and communication. Here are some of their main responsibilities and tasks:
Managing customer service teams and setting service targets and standards;
Identifying areas for improvement and finding solutions to resolve them;
Providing training to customer service staff;
Manage and respond to customer complaints;
Handle complaints effectively and respectfully to maintain customer satisfaction;
Evaluate customer service performance metrics;
Write reports and analyses to improve procedures and customer service;
Work with other departments to resolve problems;
Maintain a positive and stimulating working environment;
Analyse data to predict future trends and make service adjustments;
Organising events to promote and improve customer service;
Managing customer communication channels and tools.
The right Customer Service Manager will have a good understanding of the customer's needs
Salary and career development of a Customer Service Manager
The salary of a Customer Service Manager varies considerably depending on years of experience and the employer. Most managers earn between €30,000 and €45,000 gross per year. Gross annual salary trends in France by years of experience can be summarised as follows:
0 to 2 years: between 27,000 and 35,000 euros
2 to 5 years: between 28,000 and 39,000 euros
5 to 10 years: between 32,000 and 46,000 euros
10 to 15 years: between €35,000 and €50,000
More than 15 years: between 40,000 and 55,000 euros
A customer service manager has many possible career paths. Here are 5 careers available to customer service managers:
Customer service manager
Customer service consultant
Customer service director
Customer relationship manager
Customer service data analyst