Customer Service Manager
- Classification
- Occupation
- Skill level
- 2
- Major group
- Managers
Classification
- Major group
- 1Managers
- Sub-major group
- 17Office Administration and Service Managers
- Minor group
- 172Service Managers
Description
Plans, administers and reviews customer services and after-sales services, and maintains sound customer relations.
Alternative titles
- Client Service Manager
- Service Manager
Unit group
1721 · Call Centre and Customer Service ManagersDescription
Organise and control the operations of call and contact centres, administer and review customer services, and maintain sound customer relations.
Skill level
Australia
2
Occupation skill level 2
Tasks
Tasks include
- Develops and reviews policies, programs and procedures concerning customer relations and goods and services provided
- Manages and trains staff providing customer services
- Plans and implements after-sales services to handle complaints, refund requests and other feedback
- Liaises with other organisational units, service agents and customers to identify and respond to customer expectations
Occupations in this unit group
Sources
- www.abs.gov.au/statistics/classifications/osca-occupation-standard-classification-australia/2024-version-1-0/browse-classification/1/17/172/1721
- www.abs.gov.au/statistics/classifications/osca-occupation-standard-classification-australia/2024-version-1-0/data-downloads/OSCA%20Category%20Descriptions.xlsx