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Customer Service Managers

Customer service managers lead teams of representatives responsible for resolving customer issues and maintaining satisfaction across call centers, retail operations, or support departments. They use CRM software such as Salesforce or Zendesk to monitor case volume and set KPI and performance management targets for their staff, while personally stepping in for conflict resolution on escalated or high-stakes complaints. The role blends team leadership with clear communication, since managers must coach representatives and report outcomes to upper management.

Top skills:CommunicationConflict ResolutionTeam Leadership

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