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 mexico email list 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
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Responsibility and rights
These sections are the same for all employees. The items for which the specialist is responsible are:
negligence at work;
violation of job descriptions and other regulatory documents, including safety regulations;
disclosure of commercial secrets.
The client manager has the right to:
improve your knowledge at the expense of your employer;
submit proposals for improving business processes and organizing your work;
demand acceptable working conditions from the manager;
have access to the documents on the basis of which the results of his work are assessed.
Document for download
Sample Job Description for a Customer Service Manager
Customer Service Manager Salary
These specialists are needed, they play an important role in the company's work, but they are not highly paid, especially at the very beginning of their career. The following factors influence the income of a client manager:
a specific list of job responsibilities;
industry and scale of activity of the employer enterprise;
region of residence;
experience.
The salary range for a client manager is 20,000-60,000 rubles. If we consider Moscow and St. Petersburg, these figures will be slightly higher - from 80 to 120 thousand rubles. The salary of a client manager working with large customer companies will also be slightly higher than that of the same specialist leading private consumers.