Customer Service Management Levels 4&5

The standards are for anyone whose role requires them to deliver, supervise or manage customer service. In some cases individuals may be in roles that carry a customer service specific job title (for example, Customer Service Representative, Customer Service Supervisor, or Vice President, Customer Service) and they may be in a designated Customer Service Department.

In other cases, their job title may not be explicitly related to customer service (for example, Receptionist, Team Leader or Operations Manager) but nevertheless, an important part of their role is seen by them and their employing organization to be to deliver, supervise or manage customer service.

Customer Service Management

Individuals in this work role are usually responsible for:

• Developing, directing and controlling customer service policies
• Tracking and analyzing customer surveys and trends
• Evaluating department performance and goals
• Working with other senior level managers on product/service sales strategies
• Directing, coordinating overall customer service department operations and administration
• Planning and directing customer service department strategies and objectives
• Tracking and analyzing customer service department performance data for senior management.