149212 Customer Service Manager

ANZSCO Occupation Code: 
149212
ANZSCO Occupation Name: 
Customer Service Manager
Skill Assessing Authority: 
Medium and Long-term Strategic Skills List: 
No
Short-term Skilled Occupation List: 
Yes
Regional Sponsored Migration Scheme: 
Yes
LMT Protected Occupation: 
No
ANZSCO Occupation Description: 

149212 CUSTOMER SERVICE MANAGER

Alternative Titles:
Client Service Manager
Service Manager

Plans, administers and reviews customer services and after-sales services, and maintains sound customer relations.
Skill Level: 2

ANZSCO Skill Level: 
2

1492 Call or Contact Centre and Customer Service Managers

ANZSCO Unit Group Code: 
1492
ANZSCO Unit Group Name: 
Call or Contact Centre and Customer Service Managers
ANZSCO Unit Group Description: 

1492 CALL OR CONTACT CENTRE AND CUSTOMER SERVICE MANAGERS

CALL OR CONTACT CENTRE AND CUSTOMER SERVICE MANAGERS organise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.
Indicative Skill Level:
Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.
In Australia:
AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

In New Zealand:
NZ Register Diploma (ANZSCO Skill Level 2)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.
Tasks Include:

developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
ensuring operational efficiency within a call centre
providing direction and feedback to team members and assisting with recruitment
managing, motivating and developing staff providing customer services
planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
liaising with other organisational units, service agents and customers to identify and respond to customer expectations
may work in a call centre

Avg. weekly earnings - males (May 2012): 
1 743.40
Avg. weekly earnings - females (May 2012): 
1 485.10
Avg. weekly earnings - persons (May 2012): 
1 621.40