To build a beautiful brand image and bring satisfaction to customers when using their products/services, businesses always focus on recruiting Customer Service Managers. However, to find quality candidates for this position is not easy because they need to meet many factors such as qualifications, work experience and necessary skills. With long-term experience in the field of recruitment, Navigos Search promises to help businesses solve this problem through the sharing below!
1. Customer service management concept
A Customer Service Manager is a person who is responsible for managing customer care activities before, during and after purchasing, using products and services of the business. They give customers the most complete shopping experience.
Their role is mainly related to communicating with customers via phone, email or directly solving problems related to products and services of the business.
What is customer service management?
2. The scope of work is huge
Understanding specific duties will help readers better understand the role and mission of this position in each business. Specifically, they perform the following tasks:
- Research products, services and regulations of enterprises to synthesize necessary information
- Develop and implement customer care policies and procedures
- Communicate industry standards to employees
- Capture the problems customers are facing and solve them quickly
- Analyze and research to come up with strategies to improve products and services
- Plan and assign work tasks to ensure smooth operation of the department
- Evaluate the performance of employees in the department
- Manage and direct the daily activities of the staff in the department
- Report to superiors to support the implementation of the quality improvement strategy and promote the growth of the business
Read more: Job Description of a Customer Service Manager - Head of customer service department
3. The top requirements in recruiting Customer Service Managers
Is it difficult to find potential candidates for this position? What factors should be considered in the recruitment process? Here are important information if you are interested in this position:
Expertise, experience
Most employers that are recruiting Customer Service Managers require candidates to have a Bachelor's degree or higher in Business Administration, Human Resource Management, ... or other related majors. At the same time, having 3 - 5 years of working experience in similar positions to ensure the work efficiency of a manager.
Candidates also need to be proficient in using Microsoft Office and related software applications because they will support and help solve work quickly and conveniently.
Requirements for expertise and experience
Understanding the product and services of the business
In order to convey information about the company's products to the staff correctly, managers need to really know and understand deeply what their unit is providing. With accurate information, the sales staff can provide standard, in-depth and appropriate advice to the customers.
With this profession, they not only have to consult but also proactively offer better solutions, providing customers with the most suitable options and attractive incentive programs. Customers will feel satisfied because they are consulted enthusiastically, meet their wishes and choose the most profitable option.
Management skills
Taking on a management position means taking on a huge responsibility. Customer Service Managers not only do their individual tasks well, they also coordinate and supervise the entire activities of the department. Possessing excellent management skills will help them know how to organize, arrange work and delegate tasks effectively. Only then, the end result of the customer care department will be highly effective, bringing professionalism and prestige to the unit.
Communication and active listening skills
The nature of the job always requires candidates to have communication, listening and understanding skills. They are the ones who help customers answer questions, handle situations to bring the best experience. A warm voice, fluent and skillful communication skills will help them leave a good impression with customers and create a good image for the business.
In the process of working, the customer service department must interact with a wide range of customers, some are pleasant, some are challenging and customer care staff may not be able to successfully advise them. This is the time when managers have to listen, put themselves in the customers' position to understand the situation that the customers are facing in order to offer the most appropriate solution. The combination of skillful speaking skills and understanding, active listening is an effective support tool in the customer management field.
Persuasion and problem solving skills
In the current fiercely competitive business market situation, if a unit does not have a good customer care policy and regime, it will certainly not be able to stand. Therefore, persuasion skills are the key to the revenue growth of a business. Once you have created trust for customers, the final step is to convince them to close the deal. More than anyone else, the leader needs to pioneer this skill to attract a large number of potential customers for the business.
This profession is always difficult to avoid arising, unexpected requests mainly from customers. Therefore, the ability to effectively solve problems will help Customer Service Managers flexibly handle all situations and work in the most effective way.
Professional attitude
A professional manager must always keep a friendly attitude, welcoming customers even in situations of negative feedback, product complaints or requests for returns, refunds,... Their kindness, positivity and friendly attitude can somewhat alleviate customers' anger. From there, it helps to solve all problems easier and faster and contributes to creating a good image for the business.
Patience
As mentioned, this job has to contact a lot of customers with different personalities and thoughts. There are people who are cheerful and friendly, but there are people who are extremely difficult, easy to get angry,... Therefore, in order to manage well and stick with the profession longer, Customer Service staff need to be very patient when consulting and when solving customers' problems or requests in a polite and delicate manner.
4. The benefits offered are very attractive
When successfully applying for a customer service management position, the candidate will receive many attractive benefits such as:
- Average salary ranges from 10 to 15 million VND/month
- KPI bonus, immediate bonus, 13th month salary,...
- Enjoy the full benefits of the company's compensation policies
- Take part in picnics and company trips every year
- Regularly trained and fostered professional skills
- Young and dynamic working environment
When confident with their own high capacity and accumulate more experience in the profession, candidates can fully advance to the senior position of Customer Service Director. The most important thing is that they need to try and make unremitting efforts on the way to conquering the top career.
Candidates absolutely have the opportunity to advance to a higher level position
5. Professional customer service management recruitment solution
Whether you are a small or large business, you certainly would like your customer management team to be really outstanding, have solid expertise and experience to help your business develop in the long run. However, is it really easy to find someone who is truly qualified for this position?
In the Vietnamese labor market in recent years, the form of recruitment through headhunters is considered as the key to the salvation of all businesses when there is a need to find potential employees. Among them, Navigos Search is considered the most prestigious headhunter company today.
The headhunter team at Navigos Search are leading recruitment experts, knowledgeable about the labor market, deeply understanding each core industry. Based on the unique characteristics of each business, the headhunter will conduct a search for the most suitable candidate.
Our recruitment specialist has the ability to analyze, give very useful advice both for the business and candidates during the “achieving success after joining” process. When your business has the best candidates in the industry, it means you have the advantage to grow stronger than your competitors.
Besides, with the data of 375,000+ senior candidates and 85,000+ senior management level candidates available with the optimal recruitment solution, Navigos Search commits to fill 100% vacancies in your business.
Your business's journey to find good candidates will be simplified by Navigos Search with the optimal recruitment solution as follows:
Talent recruitment service: Navigos Search's dedicated team of consultants will always stand by your company from the time of having recruitment needs to the time of receiving candidates. Your company will only pay the cost after successful recruitment.
High-level recruitment service: Navigos Search will provide a specialized recruitment team to cooperate with your company in the process of recruiting senior personnel, ensuring the selection of the best and most qualified candidates for your business in the given time.
Recruitment process outsourcing service: Recruitment process outsourcing service ensures faster recruitment process, results, superior candidate quality and helps improve business efficiency when you hire the right people. We provide you with a team of professional recruitment staff and specialists working at your company, dedicated to your business during the recruiting process.
Japan Desks: All consultants have extensive knowledge and experience in recruitment in the Japanese market, and we also have native Japanese consultants to assist you in your recruitment strategy.
Over 20 years of experience in the profession, Navigos Search is proud to have accompanied and supported hundreds of thousands of large and small businesses across Vietnam to get the best quality human resources. With outstanding strengths, we are confident to be the leading "talent hunter" today and the perfect choice for all companies and businesses when there is a need to recruit mid-level and high-level personnel.
The team of experienced recruitment experts at Navigos Search
Right now, if your organization is in need of recruiting Customer Service Managers or looking for potential candidates for any other positions, please quickly contact Navigos Search to meet with the top consultants. We understand the requirements of each industry and are always ready to assist you at any time!
Navigos Search - Vietnam's leading
middle and high-level talent hunting company