Plans, administers and reviews customer services and after-sales services, and maintains sound customer relations.

Skill Level

2

Alternative Titles

• Client Service Manager
• Service Manager

Unless you are exempt in very limited circumstances, you are required to have a positive Skills Assessment to apply for the visas listed above.

Skills Assessment authority for Customer Service Manager is Vocational Education and Training Assess (VETASSESS). To have a positive skills assessment, you must meet the following criteria:

• Three pathways to skills assessment by VETASSESS:
  • Pathway A- Qualification(s) assessed at least AQF Diploma level with a highly relevant field of study and at least one year of postqualification highly relevant employment at an appropriate skill level in the last five years
  • Pathway B- Qualification(s) assessed at least AQF Diploma level with an additional qualification at least AQF Certificate IV in a highly relevant field of study and at least one year of post-qualification highly relevant employment at an appropriate skill level in the last five years
  • Pathway C- Qualification(s) assessed at least AQF Diploma level without a highly relevant field of study and at least two years of post-qualification highly relevant employment at an appropriate skill level in the last five years;

organise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.

Tasks

• developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
• ensuring operational efficiency within a call centre
• providing direction and feedback to team members and assisting with recruitment
• managing, motivating and developing staff providing customer services
• planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
• liaising with other organisational units, service agents and customers to identify and respond to customer expectations
• may work in a call centre

Skill Level

Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.
In Australia:
AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

In New Zealand:
NZ Register Diploma (ANZSCO Skill Level 2)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Occupations in this Group

• 149211 Call or Contact Centre Manager
• 149212 Customer Service Manager