Customer Service Manager
Job Description Template

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Job Overview

We are looking for an experienced and devoted Customer Service Manager to join our Customer Service team.

As a Customer Service Manager, your duties and responsibilities include providing extraordinary satisfaction to our clients and promoting this idea throughout the organization. 

Your ultimate goal should be to maintain a healthy and friendly relationship between customer service agents and the organization. We expect you to build a team of highly professional personnel which will represent our company in front of our clients.

If you are an experienced Customer Service Manager and feel you are suitable for this role, we would like to meet you.


  • Make sure customer service quality is maintained.

  • Respond to customer issues and resolve them in a timely manner.

  • Introduce new methods and strategies to improve the customer service experience.

  • Accurately record all the documents and service issues and take strict follow up to the resolution.

  • Recruit and train the junior staff to achieve excellence in the respective fields.

  • Conduct budget costing for the department along with the Customer Service Representatives.

  • Make sure the department’s targets are achieved.

  • Manage the product or service procedure and workflow according to priorities.

  • Apply best practices to the areas of improvement.


  • Bachelor degree in Business Administration or relevant field

  • Working experience as a Customer Service Manager, Customer Service Representative, or a similar role.

  • Proficient knowledge of the latest methods and strategies to improve customer services.

  • Proficient in the English language

  • Ability to think strategically.

  • Excellent team management and leadership skills.

  • Extraordinary interpersonal skills.

  • Good verbal and written communication skills.

  • Excellent customer satisfaction abilities.

  • Strong negotiation and sales skills.

  • Proficiency in Microsoft Office.

  • Customer-oriented individual and an outstanding problem-solver.

  • Good numerical abilities.

  • A keen eye on details for accuracy.

  • Good time management skills.

  • Strong work ethics.

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Dominic Scales, Global Talent Acquisition Manager at DOTW
Dominic Scales
Destinations of the World.
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