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Are you interested in solving problems? Do you enjoy dealing with people and being a motivating force to those around you? If so, you might want to look into a career as a customer service manager. In this profession, you will be responsible for ensuring that the customers of your organization are satisfied with the services provided.
Your core responsibility as a customer service manager is to ensure the satisfaction of your organization's customers. You will be in charge of developing and running things like loyalty programs, finding ways to measure customer satisfaction, and setting satisfaction goals for the organization to achieve. You will also be responsible for motivating your customer service team to meet these goals.
Your schedule as a customer service manager will mostly follow standard business hours, meaning roughly 40 hours per week spread across Monday to Friday between the hours of 9 am and 5 pm, though the specifics may vary. This is because your work will primarily revolve around customers, and these are the hours they are likely to need your attention. A lot of this will depend on the type of business you work for, however. For example, an industrial outfit that only does business during the typical business hours mentioned above will not need you to work other hours. However, a high street retail store that is open in the evenings and on weekends may need you to work less sociable hours.
There are many common questions you can expect to be asked in a job interview for a customer service manager role, most of which are straightforward in that you have definite responses to draw from. For more open-ended questions, it helps to think a little about what you will say. With that in mind, here are some common questions you might be asked:
Your cover letter and resume are, in most cases, the first impression you will make with your potential new employer. You should make sure the letter is nicely formatted and free of errors. You should also make sure you include key information. For your resume, be sure to include;
Your cover letter is the perfect opportunity to expand on the things you have put in your resume, such as relevant experience and any awards you have won. Also, take this opportunity to make a case for yourself in the sense of explaining why you think you will fit in with the company.
The job outlook for customer service managers is positive in the sense that, with the population continuing to grow, there is only increasing demand for customer service representatives. There is also a lot of scope for customer service managers to move on into other professions, should they choose to. The skills and experience learned in this profession will translate well to similar professions, as well as related departments within the companies you work for. Being a customer service manager is also a leadership position, which serves as valuable experience for other leadership roles.
Customer service managers perform largely the same function regardless of the industry or specific company they are working for. This means that there are either dozens of different types of customer service manager or just one since the differences between them are mostly down to the industry they are working in. It is inevitable that you will need to know something about the industry you are working in, and that will change the specifics of your job. A customer service manager for a steel mill selling to workshops will have a different experience dealing with customers than a customer service manager working for a high street designer clothes store.
The average income for a customer service manager in Canada is around $55,000 per year. This comes from a typical rate of $29 per hour over 40 hours per week. This is only average, of course, and there is a range of salaries you can expect to earn depending on the specifics of your placement, the industry you're working in, and your experience. At the lower, entry-level end of the scale, you can expect to earn around $42,000, whereas the more experienced customer service managers can earn upwards of $82,000.
Top paying areas for customer service managers in Canada include: Saskatchewan, Ontario, and British Columbia.
Your responsibilities as a customer service manager may vary slightly depending on the industry you are in, but there are several duties that are common in this profession regardless of the specifics of your job role, including;
Customer service is largely an office-based profession, though you may have to occasionally step out onto a shop or workshop floor in the course of your duties. This will usually be the case if you are working for a company in the industrial sector, but the vast majority of your work will take place in climate-controlled offices.
For the most part, the skills and competencies you need to work as a customer service manager can be learned and honed through experience. You will need to be good at dealing with people—even people who are being somewhat hostile towards you—and that can be a stumbling block for some people, but the other skills you will need can be attained. These include;
The barrier to entry for a customer service manager's role is quite steep. Your potential employer will likely want at least a bachelor's degree in something like business administration or another relevant field, as well as several years of experience in customer service. Remember, you will be applying for a managerial position, so you will need that experience to be considered for the role. It is not unheard of for people without a degree to be promoted to a customer service manager's role "from within", but it is uncommon, and shouldn't be looked at as a viable path to this career.
Below are some of the most commonly asked questions about customer service manager jobs.
To be considered for a customer service manager role, you will likely need at least a bachelor's degree in a relevant subject, such as business administration. As this is a managerial position, you will also need several years of experience (typically 3-5 years) to be considered for the role.
There are several job search websites out there that will show you job vacancies throughout Canada, including Randstad. We often have new job listings on our job seeker page for customer service, as well as many other related jobs.
Your first step should be to browse around Randstad and find the job of your dreams, be sure to check our customer service jobs page. Once you've found a job (or jobs) you like, simply create an account, sign in to Randstad, and apply for the customer service manager's role you like the look of.
Thanks to the advent of the internet and always-connected devices, it has never been easier to stay up to date with the latest job listings from around you. You can, of course, check job boards and call up or email companies you are interested in working for, but you can also use social media and websites to find out when new jobs become available. If you want to be among the first to hear about new listings on Randstad, simply sign up for our newsletter.
A customer service manager is responsible for managing the customer service team at an organization, seeing to it that customer satisfaction is maintained to a sufficiently high level. This can involve putting policies in place, dealing with customers directly, analyzing feedback from customers and using that analysis to improve the overall customer service delivered.
To be hired as a customer service manager, you will likely need at least a bachelor's degree in business administration or something similar. Additionally, since this is a managerial position, you will likely need several years of experience—typically at least 3 years, if not 5. It is possible to be promoted to a customer service manager role without a degree if you work up through the ranks in a company, but this is uncommon.
Customer service managers are responsible for ensuring a sufficient level of customer satisfaction. They will need to monitor feedback from customers to see what areas need improvement, put together and enact policies based on that feedback, and motivate their customer service team to ensure they meet their goals. The role will mean dealing with customers directly from time to time, also.