Service Manager

Role & responsibilities

A service manager oversees a company's service operations, acting as a liaison between customers and the business to ensure customer satisfaction. Key responsibilities include managing staff, developing service policies and procedures, handling escalations, monitoring service metrics, and improving overall customer experience.

Key duties and responsibilities

• Manage service operations:

Oversee all service-related activities to ensure efficiency, quality, and alignment with company goals.

• Lead and train staff:

Supervise customer service representatives which includes recruiting, training, coaching, and conducting performance reviews.

• Develop policies and standards:

Create and implement procedures and quality standards for the service department to ensure consistent and high-quality customer support.

• Handle customer issues:

Act as the point of contact for customer complaints and escalations, resolving problems and using feedback to improve service quality.

• Monitor performance:

Track key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.

• Improve service strategies:

Analyze customer feedback and service metrics to identify areas for improvement and develop new strategies to enhance the customer experience.

• Manage budget:

Oversee the budget for the service department and ensure financial goals are met.

• Collaborate with other departments:

Work with sales, IT, and product teams to ensure customer needs are being met and to relay feedback on products or services.

Preferred candidate profile

Essential skills and qualifications

• Leadership and communication:

Strong leadership skills are essential for managing a team, and excellent communication skills are needed for interacting with customers and other departments.

• Problem-solving:

The ability to analyze situations, identify root causes of problems, and implement effective solutions is crucial.

• Customer service:

A deep understanding of customer service principles and a commitment to customer satisfaction are fundamental.

• Industry knowledge:

Knowledge of the specific industry the company operates in is often required.

• Technical proficiency:

Good computer skills and the ability to use service management software are necessary.