Such an employee will definitely need both professional skills and certain personal qualities.
Hard skills of a customer service manager
First, let's look at hard skills – professional knowledge and skills that a customer service manager must possess:
Quickly and competently identify customer needs.
Own a PC and standard office suites.
Know at least one foreign language.
Maintain a compromise between the organization's benefits and the interests of customers.
Have knowledge of psychology to establish contacts.
Be able to sell additional products and services.
It is good to know the 99 acres data package company’s scope of activity, its specifics, values, goals and objectives.
Have professional business ethics.
Analyze competitors and the market.
Have a basic understanding of management and marketing.
Present information clearly.
Compile technical specifications correctly.
To inspire confidence in your interlocutor.
Resolve customer conflicts.
Be able to smooth out negative moments and impressions.
Have the skill to draw up business plans and commercial proposals.
Know the basics of Russian legislation.
Have knowledge of business etiquette.
Be able to work in a team.
Have the ability to multitask.
Have organizational skills.
Personal qualities of customer service managers
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Soft skills of a customer service manager
Now let's move on to soft skills – the personal qualities of a specialist:
responsiveness;
equilibrium;
attention to detail;
responsibility;
independence;
analytical mind;
composure;
punctuality;
patience;
good memory;
friendliness.
In addition, a client manager must have a pleasant appearance, dress stylishly and neatly, speak clearly and distinctly, and be quick to react. In some cases, a driver's license and a personal car may be required to travel to meetings with clients.
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Job Description for a Customer Service Manager
The job responsibilities of a customer service manager are described in the instructions, which are compiled according to a single standard, regardless of the company's field of activity.
General section
It contains basic information about the employee's skills and knowledge. It also contains documents that define the rules of work (charter, agreement).
Functions
The content of this section depends on where the client manager works. But there are also general concepts:
Working relationships with the company's current clients. This is the main difference from a cold sales specialist who is engaged in finding new customers. But a customer service manager can also collect data on potential clients.
Receiving and processing incoming calls.
Document management (issuing invoices, processing invoices, etc.).
Responses to claims and complaints.
Presentation of additional products (upsell and cross-sell).
Development of loyalty programs, discount systems for regular customers.
Formation of reports.
In addition, a customer service manager must have a good understanding of the company's products and services and be able to analyze the market and competitors' policies.
Job Description for a Customer Service Manager