Customer-Service-Manager-Responsibilities

CustomerServiceManagerJobResponsibilities:Maintainscustomersatisfactionbyprovidingproblem-solvingresources;managingstaff.CustomerServiceManagerJobDuties:Accomplishescustomerservicehumanresourceobjectivesbyrecruiting,selecting,orienting,training,assigning,scheduling,coaching,counseling,anddiscipliningemployees;communicatingjobexpectations;planning,monitoring,appraising,andreviewingjobcontributions;planningandreviewingcompensationactions;enforcingpoliciesandprocedures.Achievescustomerserviceobjectivesbycontributingcustomerserviceinformationandrecommendationstostrategicplansandreviews;preparingandcompletingactionplans;implementingproduction,productivity,quality,andcustomer-servicestandards;resolvingproblems;completingaudits;identifyingcustomerservicetrends;determiningsystemimprovements;implementingchange.Meetscustomerservicefinancialobjectivesbyforecastingrequirements;preparinganannualbudget;schedulingexpenditures;analyzingvariances;initiatingcorrectiveactions.Determinescustomerservicerequirementsbymaintainingcontactwithcustomers;visitingoperationalenvironments;conductingsurveys;formingfocusgroups;benchmarkingbestpractices;analyzinginformationandapplications.Improvescustomerservicequalityresultsbystudying,evaluating,andre-designingprocesses;establishingandcommunicatingservicemetrics;monitoringandanalyzingresults;implementingchanges.Maximizescustomeroperationalperformancebyprovidinghelpdeskresourcesandtechnicaladvice;resolvingproblems;disseminatingadvisories,warnings,andnewtechniques;detectinganddiagnosingnetworkproblems.Updatesjobknowledgebyparticipatingineducationalopportunities;readingprofessionalpublications;maintainingpersonalnetworks;participatinginprofessionalorganizations.Accomplishesinformationsystemsandorganizationmissionbycompletingrelatedresultsasneeded.CustomerServiceManagerSkillsandQualifications:CustomerService,ProcessImprovement,DecisionMaking,ManagingProcesses,Staffing,Planning,TrackingBudgetExpenses,AnalyzingInformation,DevelopingStandards,HelpDeskExperience,EmphasizingExcellence,ProblemSolving,MediationProvidecross-culturaltrainingtotheteamtocultivatetheirinterculturalcompetence,andempowerthemtohelpparentsinChinabetterunderstandculturaldifferencesandthevalueofinternationaleducationservices.Providetheteamwithtrainingonstudentmanagementpolicyrevisionsandstudentissuemanagementsystemupdates(onSalesforce)toensureimplementationandoperationquality.UsebilingualEnglishandMandarinChineselanguageskillstointerveneandcontributetotheresolutionofescalated,criticalandemergentstudentandcustomerserviceissues.Conductcustomersatisfactionsurveysandanalyzethesurveyresults;evaluateandre-designcustomerserviceprocessesandstandardstoimprovecustomerservicequality.Developtrainingcurriculumandwelcomingeventsfornewstudentsandparents’orientation,andfacilitatecommunicationanddecision-makingbetweenseniormanagementinChinaandtheU.S.Accomplishcustomerservicehumanresourceobjectivesbyreviewingresumes,selectingcandidates,conductinginterviews,recruiting,trainingandcommunicatingjobexpectations.