1220.0 - Australian Standard Classification of Occupations (ASCO) Second Edition, 1997  
ARCHIVED ISSUE Released at 11:30 AM (CANBERRA TIME) 31/07/1997   
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      Customer Service Manager
      Client Service Manager
      Service Manager

Plans, administers and reviews customer services and after-sales services and maintains sound customer relations.

Skill Level:
The entry requirement for this occupation is an AQF Diploma or higher qualification or at least 3 years relevant experience. In some instances relevant experience is required in addition to the formal qualification.

Tasks Include:
  • manages, motivates and develops staff providing customer services
  • develops and reviews policies, programs and procedures concerning customer relations and goods and services provided
  • plans and implements after-sales services, to maintain operating performance of goods purchased and to modify and improve services rendered
  • liaises with other organisational units, service agents and customers to identify and respond to customer expectations
  • reviews compliance with established product and service quality standards, and reports on faulty products and deficient services
  • distributes product and service literature to service agents and customers

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