Customer Service Manager Resume
This is a free Customer Service Manager Resume example that covers objectives and tips to gets you the best job. This professional resume template with action words will help you in writing perfect CV for the desired Customer Service Manager Job.
Customer Service Manager Job Description
- Providing help and advice to customers, using the organization’s products or services;
- Communicating courteously with customers by telephone, email and face to face;
- Investigating and solving customers’ problems (these may be more complex or long-standing problems that have been passed over by customer service assistants);
- Handling customer complaints or any crises, such as security issues or a customer being taken ill;
- Issuing refunds or compensation to customers;
- Keeping accurate records of discussions or correspondence with customers;
- Producing written information for customers, often involving use of computer packages/software;
- Writing reports analyzing the customer service that your organization provides;
- Visiting customers to provide a one-to-one service;
- Developing feedback or complaints procedures for customers to use;
- Developing customer service policies and standards for your organization or department;
- Meeting with other managers to discuss possible improvements to customer service provided;
- Being involved in staff recruitment and appraisals;
- Training staff to deliver a high standard of customer service;
- Leading or supervising a team of customer service staff;
- Learning about your organization’s products or services and keeping up to date with any changes;
- Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
Sample Customer Service Manager Resume Template
Contact information
In this section you have to include your Name, current home address, Mobile telephone number, Landline telephone number and your personal email address which is currently used.
- Full name
- Present and permanent addresses
- Telephone numbers
- Email address
Professional or career objective
Your objective is the one that clearly underlines your aims and aspirations in that profession. For example a Management Graduate will have to write an objective which is concise and precisely speaks about his role that he wants to play in the Organization.
Sample Objective for Customer Service Manager
I would like to manage a staff of customer service reps to ensure they are the best they can be to meet their goals and ultimately increase revenue and productivity for the company.
Career Achievements
If you have any major Career Achievements or any Appreciation then this is the section where they should be listed. For Example a Customer Service Manager can add his/her career achievements like,
- Train, supervise, coach, monitor and provide feedback for a team of 15 customer service representatives.
- Successful in increasing client compliancy by 10%.
- Created and implemented call quality guidelines; monitored and scored reps calls.
- Trained customer care representatives on customer care skills , along with software knowledge and troubleshooting all software issues for Midwest region
- Received numerous letters of recommendation, and appreciation from customers, and management.
Experience
Previous work experience plays an important role while applying for a Job and hence it should be well presented in the resume. Most of the questions during your resume will be related to the previous job that you had and hence you should be well prepared for it. You should begin with putting the name of the organization that you worked for, the duration of your work and the post or the designation at which you were working. After this, you can effectively place points in a bulleted format that talk about the responsibilities and the achievements that you may have achieved during your stay at the previous organization. The work experience of an experienced Customer Service Manager applying for a job would look like,
Customer Service Manager
NovaVision, Delhi, 2006-Present
- Supervise/coach/motivate client services staff that follows patient progress and assist with challenges in therapy.
- Revised processes and forms to coordinate with new business model launch.
- Build and maintain relationships with physicians and clinicians across the country.
Customer Service Manager
Coral Springs, Delhi, 2004-2005
- Supervise data entry clerks on order processing of gift related items for gift and card stores.
- Reduced data processing time from 3 days to 24 hours, improving customer satisfaction and increasing revenue.
- Implemented monitoring and posting key performance indicators resulting in more accuracy and higher productivity.
- Monthly review of KPI with team members to identify areas which need coaching and recognize strength areas.
- Reduced overtime to near zero hours while improving overall performance.
- Created procedures to improve department processes resulting in higher internal and external customer satisfaction.
Sr. Customer Service Supervisor
ABB Optical, Noida, 2001-2003
- Directly coach and supervise 15 inbound CSRs (5 telecommuters), the PM Supervisor and indirectly supervise 15 PM CSRs.
- Review metrics (handle time, calls taken, AUX/ACW time, adherence and QA scores.) monthly to identify strength areas and those requiring coaching
- Reduced call abandonment rate from over 4% to less than 1%.
- Supervised QA team – calibrated scores, ensured uniform scoring.
- Review recorded calls with CSRs to ensure quality and accuracy–develop plan of action on recurring issues.
- On-going training to empower CSRs with ability and knowledge to provide one call resolution.
- Develop incentive programs to encourage peak performance from CSRs and inspire teamwork.
- For a 6 month period, supervised the E-Commerce dept, improved notification period, order turnaround time.
- Prepare and administer 90-day introductory and annual reviews
Quality Assurance Supervisor
Glantz & Glantz, Noida, 1999-2000
- Developed and implemented quality assurance standards for customer service department.
- Monitoring includes tracking and improving call handle time, productivity, adherence and quality.
- Developed incentive programs to enhance productivity and maintain quality.
- Facilitate segments of weekly team meetings.
- Prepare and administer monthly performance reviews.
Education and Certification
The academic details need to be mentioned in a tabulated format with respect to the degrees or the courses that the candidate would have undertaken in the past. The latest degree or course comes first followed by the last completed course and hence forth going backwards. For example a Customer Service Manager who has completed post graduation or graduation course is applying for a Job or to a company or an organization then his/her details would be like,
- B.A., Management, Minor: Marketing – 2008
New Delhi University, Delhi
- M.B.A.(Sales and Marketing)
New Delhi University, Delhi
Honors
If you have won any competitions national or international then they could also be highlighted here. For example a Customer Service Manager could lay stress on any exams that he may have given or any seminars or conferences attended. If you are a part of any honorary society or any nonprofit organization then that could also be added here.
The honors and the activities section of a Customer Service Manager would look like,
- Received ´Rising Star Award´ 11/2006 for Excellence in Performance.
- Awarded by Glantz & Glantz a trip to Kerela for the remarkable performance.
- Member of SARC, Sales and Retail in the City since 2000.
References
The References are generally required so that your present employer can gauge you through the eyes of the people who you were associated with or have worked for. So your teachers or college professors’ details could be placed here. Or your past employer who you would have worked under can also be used as a reference. Ensure that the people whose names you enter know you well and do inform them that you are placing their names as reference because many companies call to confirm. For example the references section of a Customer Service Manager could also look like,
Mr. Def
Sr. Manager
Soma Systems
abc@iiijjkk.com
Salary Range of a Customer Service Manager
- The average salary received is approximately Rs. 27000 per month. This works out to an annual pay package of 3 Lakhs to 3.25 Lakhs per annum CTC.
- The salary from an American perspective works out to be $7500 per Month.
Note: This salary may be variable and it may change from organization to organization.
Frequently asked Customer Service Manager Interview Question
- What products and services have you dealt with?
- How many orders/queries did you deal with on an average day?
- Describe the specific situation or task you were involved in?
- Detail the action and steps you took in the situation?
- Outline the results and outcome of your actions. What happened, what was accomplished, what did you learn?
- Tell me about a time you had to evaluate a large amount of information to sort out a problem. Talk me through the steps you took.
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