what is a customer service manager?

As a customer service manager (CSM), you head a team of customer service and sales support representatives. Your job is to ensure customer complaints are dealt with promptly and that the company maintains good relationships with customers. Your primary duty is to supervise customer service teams and empower them to provide the best services to the customers.

You recruit the customer service team and provide the necessary training. As the head of customer services, you ensure the department has the right tools and frameworks to help them excel. You also set targets and hold the team accountable for any mistakes they make when handling customers. Since you have a deep understanding of the company’s services and products, you manage escalated issues.

With the help of customer relationship management (CRM) software, you monitor various metrics and provide insights to the marketing team regarding customer preferences. Customer data from the CRM helps the company grow and improve its services.

As a customer service manager, you can work in various industries, from financial institutions to information technology (IT) companies and call centres. Since you lead a team, you require exceptional leadership and communication skills. You should be empathetic to customers' needs and have good conflict-resolution skills to resolve any issues.

Would working as a customer service manager suit your leadership and conflict resolution skills? Then read on to find out what competencies and qualifications you need to thrive in a customer service manager role.

view roles
1

average customer service manager salary

According to Job Bank, customer service managers in Canada earn an average salary of $60,000 per year —or an hourly rate of $30.77. The earnings fluctuate based on experience and qualifications. In an entry-level customer service manager role, you start with a salary of $49,060 per year. In senior positions that require extensive experience and managing large teams, you earn over $122,912 annually.

what factors affect the salary of a customer service manager?

As a customer service manager, your earnings depend on experience and the complexity of your duties. Some customer service manager roles require technical knowledge and extensive experience. For instance, when you work in IT companies, you require experience in tech support roles and knowledge of IT products or services.

When you are in charge of a large team, you are likely to earn more than a customer service manager in charge of a small team. That’s why customer service managers working in large companies often earn higher salaries than those in small organizations.

download our salary guide
2

types of customer service managers

As a customer service manager, you supervise customer support agents who provide customer support through various channels. Your job may involve supervising all customer and sales support teams, or you could work with a team of customer service workers dedicated to one method of customer support. For instance, you can work as a call centre customer service manager and supervise customer support agents who provide phone support. You ensure the agents speak to customers in a friendly and professional manner and that the customers are satisfied with the response.

You may also manage a team of social media customer support agents. You ensure customer inquiries are answered promptly and that the team engages with customers professionally. As a customer service manager, you handle complex issues on the company's social media pages. You also provide official responses to issues raised by social media users.

woman and man in the office, having a conversation
woman and man in the office, having a conversation
3

working as a customer service manager

Customer service manager is an exciting job with interesting prospects. If you are interested in the role, let’s dive into the specific tasks and responsibilities of customer service managers.

4

customer service manager skills and education

Some of the educational requirements for becoming a customer service manager include:

  • Bachelor’s degree qualification: to become a customer service manager, many employers require a university degree in a related field. You can pursue a bachelor’s degree in business administration or marketing. Alternatively, start with a college diploma in business administration or a technical field related to the products you are selling.
  • Work experience: you require extensive customer support or sales experience to excel as a customer service manager. While there are no professional certification requirements, you can still improve your employment prospects with additional training to improve your customer service skills.

competencies and characteristics of customer service managers

Some of the qualities you need as a customer service manager include:

  • Proficiency in using software: as a customer service manager, you use customer relationship management software to monitor customer service and inquiries. You also rely on other communication software to provide structure and organization to customer support workers. You should have minimal competency in using CRM software and other tools, including email programs, messaging apps and contact centre software.
  • Leadership skills: you motivate and inspire the customer support team to provide the best customer service. You are also responsible for creating a positive working environment and developing a reward system to ensure your team performs at their peak.
  • Exceptional communication skills: as a customer service manager, you communicate with team members on various media channels. Communication skills help you share and receive information concisely. You should have exceptional formal and informal communication skills and the ability to adjust your communications for your target audience.
5

FAQs

Here, you will find the answers to the most frequently asked questions about the profession of a customer service manager.

6

meet a recruiter

Make sure your resume is up-to-date, including information about your technical skills and certifications. Then share it with us to connect with a recruiter and be matched with job opportunities.

thank you for subscribing to your personalised job alerts.