Service Manager
On this page
- What's it like to be a Service Manager?
- How to become a Service Manager
- Latest Service Manager jobs
- Top skills and experience for Service Managers
What's it like to be a Service Manager?
Service Managers lead and train customer service members including representatives, engineers and supervisors. They manage internal operations that concern customer service by developing policies and measures that are followed by employees. Although Service Managers don’t always interact directly with customers, they have a deep knowledge of their organisation’s products and services. Service Managers work in diverse settings, such as retail, banking, and manufacturing industries.
Tasks and duties
- Recruiting, coaching, and overseeing the customer service team.
- Creating and implementing service quality standards.
- Developing solutions for customer complaints.
- Improving customer service to guarantee client satisfaction.
- Ensuring the accuracy of product details and monitoring stock availability.
- Documenting customer interactions to assess department’s performance.
Service Managers often collaborate with sales, operations, and manufacturing teams to ensure the quality of their company offerings and to pass on customer concerns and comments. This helps the goods and services to better fulfil their target markets’ needs.
How to become a Service Manager
A Service Manager’s expertise is built on years of experience. Knowledge of service delivery practices, and strong communication and problem-solving skills are valued by hirers.
Finish tertiary education. Employers usually prefer diploma holders or degree graduates for this position.
Gain experience. Service Managers typically start from entry-level roles, such as Customer Service Representative or Call Centre Agent. As you move up the corporate ladder, gain skills in budget planning, task delegation and staff management. It takes about five to six years to become a Service Manager.
Gain certification. Take short management courses in your specific industry to develop your skills and show your passion for self-improvement.
Get promoted. After Service Manager, you can become Customer Service Director and much later, Chief Operating Officer.
