Minimum Qualification
Required Experience
Entry Level
Employment Type
Full Time
Male or Female
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Job Description

  • Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
  • Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.


  • providing help and advice to customers using your organisation's products or services;
  • communicating courteously with customers by telephone, email, letter and face to face;
  • investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
  • handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;
  • issuing refunds or compensation to customers;
  • keeping accurate records of discussions or correspondence with customers;
  • analysing statistics or other data to determine the level of customer service your organisation is providing;
  • producing written information for customers, often involving use of computer packages/software;
  • writing reports analysing the customer service that your organisation provides;
  • developing feedback or complaints procedures for customers to use;
  • improving customer service procedures, policies and standards for your organisation or department;
  • meeting with other managers to discuss possible improvements to customer service;
  • 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 organisation's products or services and keeping up to date with changes;
  • keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.



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