Plans, administers and reviews customer services and after-sales services, and maintains sound customer relations.
Client Service Manager
Skills Assessment Authority
Not eligible if: Caveat 2 TSS, ENS - The position has a nominated annual earnings of less than AUD65,000. Caveat 11 TSS, ENS - The position: (a) is based in a front line retail setting; or (b) predominantly involves direct client transactional interaction on a regular basis. Caveat 19 TSS, ENS - The position is in a business that has an annual turnover of less than AUD1,000,000.
Group: 1492 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.
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
Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.
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.