Customer Service Manager-149212

SOL | State SOL |Employer SOL| Regional

Description
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
 Customer Experience Manager

Occupations and specialisations not considered under this ANZSCO code:
 Call or Contact Centre Manager
 Call or Contact Centre Team Leader or Supervisor
 Customer Service Supervisor
 Customer Service Agent
 Operations Manager
 Department or Unit Manager
 Retail Manager
 Technical Support Manager
 Client Relationship Manager

Skills Assessment Authority - VETASSESS -  Caveats Group C | VETASSESS-FAQ |  Your Career | My Future

Caveats Caveat 2 Caveat 11 Caveat 19

Group: 1492 Call or Contact Centre and Customer Service Managers

Requirements for Skills Assessment
This occupation requires a qualification assessed as comparable to the educational level
of an Australian Qualifications Framework (AQF) Diploma or higher, in a field highly
relevant to the nominated occupation.

If the qualification is in a field highly relevant to the occupation, then at least one year of
highly relevant post-qualification employment at an appropriate skill level is required,
completed in the last five years.

If the qualification is not in a highly relevant field, two years of highly relevant
employment at an appropriate skill level is required, completed in the last five years; this
is reduced to one year if there is an additional qualification at AQF Certificate IV level in
a highly relevant field.

If employment is pre-qualification, then three additional years of highly relevant
employment are required. This is in addition to one year of highly relevant employment
within the past five years. A positive assessment of both qualifications and employment
is required for a positive Skills Assessment Outcome.

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.

Qualification
Educational level:
AQF Diploma or higher
Highly relevant major fields of study include:

 Business Management
 Customer Service Management

Business Management is the study of planning and directing the activities of commercial
enterprises. It includes the study of the nature, operation and role of business, and the
resolution of management and administrative problems. Subjects may include Business
Managerial Policies, Business Administration, Human Resource Management,
Continuous Improvement, Customer Service Quality, Risk Management and Marketing.

Highly relevant tasks include:
 developing and reviewing policies, programs and procedures concerning
customer relations and goods and services provided
 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

Customer service managers or customer experience managers are responsible for
managing the relationships between an organisation and its customers or clients.
They often provide after-sales support to customers, manage complaint handling,
refund requests and other feedback. They are often responsible for developing an
organisation's customer service policies and training other staff members how to
deliver a high level of service and build positive customer relationships.
In order to be assessed positively as a Customer Service Manager, applicants must
demonstrate knowledge of and the ability to manage customer service standards
(including external frameworks and standards), practice and protocols for the
company.

The role should be a dedicated customer service one, but would need to connect
with other organisational units to ensure customer service excellence across all
areas.

Positions based in a front-line retail setting, and positions predominately involving
direct client transactional interaction on a regular basis will not be accepted for this
occupation.

Although some operational tasks can be part of the role of Customer Service
Manager, positions with an exclusive focus on operations management may not be
accepted for this occupation