Customer Service Managers plan, administer and review customer services and after-sales services, and maintain sound customer relations.

    You can work as a Customer Service Manager without formal qualifications, however, they may be useful. Customer service experience is generally needed. VET (Vocational Education and Training) and university are both common study pathways for Customer Service Managers.

    Tasks

    • Plans and implements after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify or improve services provided.
    • Liaises with other organisational units, service agents and customers to identify and respond to customer expectations.
    • May work in a call centre.

    More about Call, Contact Centre & Customer Service Managers

    All Call, Contact Centre & Customer Service Managers

    • $1,756 Weekly Pay
    • Stable Future Growth
    • Lower unemployment Unemployment

    Customer Service Managers

    • 34,300 workers Employment Size
    • High skill Skill level rating
    • 90% Full-Time Full-Time Share
    • 44 hours Average full-time
    • 41 years Average age
    • 44% female Gender Share

    The number of people working as Customer Service Managers (in their main job) grew very strongly over 5 years:
    from 28,700 in 2011 to 34,300 in 2016.

    • Size: This is a large occupation.
    • Location: Customer Service Managers work in many regions of Australia.
    • Industries: They work in many industries such as Retail Trade; Other Services; and Financial and Insurance Services.
    • Full-time: Most work full-time (90%, much higher than the average of 66%).
    • Hours: Full-time workers spend around 44 hours per week at work (compared to the average of 44 hours).
    • Age: The average age is 41 years (compared to the average of 40 years).
    • Gender: 44% of workers are female (compared to the average of 48%).

    Employment Outlook

    Number of Workers

    No data is available for the selected graph for this Occupation.

    Weekly Earnings

    Weekly Earnings (Before Tax)

    No data is available for the selected graph for this Occupation.

    Main Industries

    Main Employing Industries (% Share)

    Source: Based on ABS Census 2016, Customised Report. Industries are based on the Australian and New Zealand Standard Industrial Classification (ANZSIC 06).
    Main Employing IndustriesIndustry (% share)
    Retail Trade13.8
    Other Services10.1
    Financial and Insurance Services9.5
    Professional, Scientific and Technical Services9.0
    Other Industries57.6

    States and Territories

    • NSW

    • VIC

    • QLD

    • SA

    • TAS

    • NT

    • ACT

    Employment by State and Territory (% Share)

    Source: Based on ABS Census 2016, Customised Report. Share of workers across Australian States and Territories, in this job compared to the all jobs average.
    StateCustomer Service ManagersAll Jobs Average
    NSW36.531.6
    VIC25.525.6
    QLD18.620.0
    SA5.77.0
    WA9.510.8
    TAS1.52.0
    NT0.81.0
    ACT1.81.9

    Age Profile

    Age Profile (% Share)

    Source: Based on ABS Census 2016, Customised Report. Age profile of workers in this job compared to the all jobs average.
    Age BracketCustomer Service ManagersAll Jobs AverageAll Jobs Average
    15-190.5-5.05.0
    20-244.3-9.39.3
    25-3426.2-22.922.9
    35-4428.7-22.022.0
    45-5425.2-21.621.6
    55-598.4-9.09.0
    60-644.6-6.06.0
    65 and Over2.0-4.24.2

    Education Level

    Highest Level of Education (% Share)

    Source: ABS Census 2016, Customised Report. Highest qualification completed by workers in this job (in any field of study). Qualifications needed by new workers might be different from the qualifications of workers already in the job.
    Type of QualificationCustomer Service ManagersAll Jobs AverageAll Jobs Average
    Post Graduate/Graduate Diploma or Graduate Certificate9.4-10.110.1
    Bachelor degree20.0-21.821.8
    Advanced Diploma/Diploma17.4-11.611.6
    Certificate III/IV25.6-21.121.1
    Year 1217.4-18.118.1
    Year 113.5-4.84.8
    Year 10 and below6.8-12.512.5

    You can work as a Customer Service Manager without formal qualifications, however, they may be useful. Customer service experience is generally needed. VET (Vocational Education and Training) and university are both common study pathways for Customer Service Managers.

    Thinking about study or training?

    Before starting a course, check it will provide you with the skills and qualifications you need.

    • Search and compare thousands of higher education courses, and their entry requirements from different institutions across Australia at Course Seeker website.
    • Compare undergraduate and postgraduate student experiences and outcomes on the QILT website.
    • Compare Vocational Education and Training (VET) courses, providers and student outcomes on the My Skills website.
    • You might be interested in Retail Services VET training pathways on the AAPathways website.

    Or check out related courses on Job Outlook.

    Employers look for Call, Contact Centre & Customer Service Managers who provide good customer service, can communicate clearly and have strong people skills.

    Filter Skills & Knowledge

    Knowledge

    These are important topics, subjects or knowledge areas.

    1. Customer and personal service

      75% Skill level

      Understanding customer needs, providing good quality service, and measuring customer satisfaction.

    2. Computers and electronics

      57% Skill level

      Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

    3. Clerical

      57% Skill level

      Word processing, managing files and records, stenography and transcription, designing forms, and other office work.

    4. English language

      53% Skill level

      English language including the meaning and spelling of words, rules of composition, and grammar.

    5. Mathematics

      42% Skill level

      Arithmetic, algebra, geometry, calculus, or statistics.

    Occupational Information Network
    O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
    The skills and importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 43-4051.00 - Customer Service Representatives.

    Learn about the daily activities, and physical and social demands faced by workers. Explore the values and work styles that workers rate as most important.

    Filter Work Environment

    Demands

    The physical and social demands workers face most often are shown below.

    1. Telephone

      100% Important

      Talk on the telephone.

    2. Contact with people

      97% Important

      Have contact with people by telephone, face-to-face, or any other way.

    3. Electronic mail

      90% Important

      Use electronic mail.

    4. Face-to-face discussions

      89% Important

      Talk with people face-to-face.

    5. Being exact or accurate

      88% Important

      Be very exact or highly accurate.

    Occupational Information Network
    O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
    The skills and importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 43-4051.00 - Customer Service Representatives.

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