What's it like to be a Service Manager?
A Service Manager is employed by an organisation to manage their customer relations and after–sales experience. They manage teams of people and are responsible for setting and maintaining customer satisfaction standards, as well as providing a productive and motivated working environment.
Tasks and duties
- Developing and reviewing customer service standards, procedures and policies.
- Managing service staff to ensure desired customer satisfaction levels are met.
- Working in call centres (where applicable).
- Providing direction, feedback and performance reviews to staff.
- Responding to customer enquiries over the phone, via email, and in person.
- Liaising with other managers and staff members to determine correct response to issues.
- Keeping records of customer interactions with details of actions taken.
- Generating sales leads and building and sustaining positive business relationships.
- Distributing promotional materials.
Service Managers are strong communicators and adept problem solvers. They attend to customer enquiries over the phone, in person or via email; they may also generate sales leads for the organisation. They work for organisations in a broad range of industries.
What can I earn as a Service Manager?
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How to become a Service Manager
- Consider completing a qualification such as the Certificate III in Customer Engagement (BSB30215).
- Attain an entry level role in an industry of your choosing to build your relevant experience.
- Build your proficiency in using office computer software such as word processors and spreadsheets.
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