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Customer service manager
Other denominations
Description
Customer service managers carry out the service provided by a company to its customers, provide them with information on products and its services and solve any problems and doubts that may appear. They are responsible for providing customers with assistance and help in planning, installing, maintaining, updating, troubleshooting and/or removing a product.
These professionals must have a vocation for service and a willingness to help, empathy, a passion for communication and a decisive attitude to propose alternative solutions in order to resolve customer complaints. They must ensure an efficient response to their queries and maintain standards of excellence in service in order to guarantee a high level of satisfaction.
Tasks
- Answer and manage incoming calls.
- Manage the claims and incidents of the service and analyze the causes in order to provide solutions.
- Identify and evaluate the needs of clients and attend to suggestions and queries. They measure the degree of satisfaction with the service offered and based on the results identify improvement mechanisms.
- Electronically record essential information such as user data, product or service and the reason for the call.
- Establish a relationship of trust and proximity between the company and the client through open and constructive communication.
- When the demand that the client presents is not solved in a single call or attention, they follow up on the consultation in order to ensure customer satisfaction and loyalty.
Training
Regulated training and graduates
No single specialised qualification is required in order to embark on a career in this area. There are various studies that prepare an individual for this occupation, including:- Certificat de Professionalitat de la Família Comerç i Màrqueting: Gestió de màrqueting i comunicació (Nivell 3)
- Certificat de Professionalitat de la Família Comerç i Màrqueting: Atenció al client, consumidor o usuari (Nivell 3)
- Certificat de Professionalitat de la Família Comerç i Màrqueting: Control i formació en consum (Nivell 3)
- Professional Training Course(s) in the field of Trade and Marketing - Advanced Level: Consumer Services
Complementary training
Sometimes the experience or especialized training in the product or service that the company commercialize is valued.Computer skills: Excel, Access, Powerpoing and, in general, relational databases.
ERP: many times, large companies have all the functions integrated by means of custom or standard software and professionals are asked to have knowledge about the use of these tools.
Other specific skills
Mastery of English.In addition to English, the knowledge of a second language is increasingly demanded, because the globalization of the economy has led to increased trade relations with companies form other countries.
More occupations with this training | Look for more information on the degree of interest
Experience
Soft skills
Gain insight into soft skills | Access the dictionary of soft skills
Interests
Customer service
Direct and personal interaction with people and relating to the public are highly-motivating activities for individuals who have an interest in the field of customer service. A focus on people and on satisfying customers' needs is key in the occupations included in this field. These jobs entail the need to know suitable techniques for attending to the public and being able to give appropriate service that is tailored to their needs and expectations. Good examples are activities which offer assistance and guidance during functions, trips or at facilities, and those which provide advice in relation to products and services.
Management
The organisation, administration and control of a company or entity are the main interests of people related to the management field. Activities included in this field of interest vary from effective resource management, feasibility analyses and solving business problems to the development of skills and fostering of motivation in relation to human resources. Knowledge regarding specific techniques of strategic administration and business management are required to carry out these activities.
More occupations with your interests | Get to know your professional interests | Glossary of interests
Related occupations
Wage earner
Work hours
Full-timeSalary
Salaries range from 27,162 to 38,259 euros. Depending on the size of the company and the experience of the profesisonal. The average salary is around 32,237 euros gross per year.
Source: Report "Observatory of Jobs and Salaries of the Labour Market. Barcelona Activa", elaborated by ICSA Grupo. April 2015.Other features
Increasingly, this occupation can be done remotely.Professional category
Middle management
Trade and Tourism
On account of their ability to transform the surrounding area, trade and tourism, which form part of the tertiary sector, are one of the main driving forces of regions. Trade encompasses all commercial transaction methods and formats. This ranges from local commerce to wholesale trading and e-commerce. Tourism includes all activities that form part of the tourist experience, such as catering or accommodation and specialist services. Trade and tourism are intrinsically related activities. For example, tourism in a city can result in visits to commercial establishments and the acquisition of consumables. Together, they create an industry that offers a flexible, fast response to changing trends and consumer demands. They quickly adopt technological changes and employ professionals with customer service skills, who have a tendency to specialise in the service they offer and constantly update their skills.
Tourism and hospitality
12-2010 | 
| Catalan | Beginner
Documents (5 of 5)
Sector overview: Trade and Tourism
04-2024 | 
| Catalan | Advanced
This document shows data to have more information about the sector that will help you in your decisions regarding your training-work itinerary. This data is grouped into the following
Author: Barcelona Activa
Publishing date: 04-2024
OpenSector Raport: Trade and Tourism
12-2023 | | English | Beginner
Sectoral report showing the keys to this economic area as well as the main trends, both consolidated and emerging, in activities and professional profiles and reveals future scenarios.
Author: Barcelona Activa
Publishing date: 12-2023
Focus sectorial: Costumer experience
08-2023 | | English | Advanced
This short report explains customer experience and how its implementation brings benefits for companies. It also refers to the professional profiles involved.
Author: Barcelona Activa
Publishing date: 08-2023
Compendium of resources for job search in the Trade and Tourism sector
10-2022 | | English | Beginner
Do you know where to find the offers that may interest you according to the sector in which you are looking for work? We put at your disposal the
Author: Barcelona Activa
Publishing date: 10-2022
Related Videos (4 of 4)
Sectorial testimony: Manel Vazquez
Manel Vázquez, director of Comerç, Restauració i Consum a l'Ajuntament de Barcelona, tells us about the professionals in demand within this sector and the training and skills necessary to work in this area.
Jornada Sectorial: Turisme 2017
Vídeo on trobaràs un resum dels conceptes clau que van debatre els i les professionals i empreses participants a la jornada sectorial sobre l'impacte i potencial del sector del turisme en el futur de l'ocupació.
Jornada sectorial: Turisme 2018
Vídeo on trobaràs un resum dels conceptes clau que van debatre els i les professionals i empreses participants a la jornada sectorial sobre l'impacte i potencial del sector del turisme en el futur de l'ocupació.
Jornada sectorial: Comerç
Vídeo on trobaràs un resum dels conceptes clau que van debatre professionals i empreses participants a la jornada sectorial sobre l'impacte i potencial del sector comerç en el futur de l'ocupació.
Useful links (5 of 12)
Trade and Tourism Infographic: Evolution and tech change
23-04-2024 | 
| English | Beginner
Trade and Tourism sector has gone through different transformational processes and milestones in recent decades, which have impacted professionals and asked them for new skills and knowledge. Let us
Author: Barcelona Activa
Date of issue: 18-04-2024
https://treball.barcelonactiva.cat/infografies/en/timeline/trade-and-tourisme.html
Trade and Tourism: sector's ecosystem
31-01-2024 | | English | Beginner
Formative centres, reference clusters, guilds, colleges, city projects... All of this and much more in this infographic that will allow you to gain a thorough knowledge of the ecosystem
Author: Barcelona Activa
Date of issue: 11-01-2024
https://treball.barcelonactiva.cat/infografies/en/ecosistema/commerce-and-tourism.html
Trade and Tourism Sector Infographic: From Training to occupation
18-01-2023 | | Catalan | Beginner
In this infographic you will be able to consult which of the formations will allow you to access the Trade and Tourism sector, some of the most outstanding jobs
Author: Barcelona Activa
Date of issue: 05-12-2022
https://treball.barcelonactiva.cat/infografies/en/sector/trade-and-tourism.html
Infografia: Dades clau del Sector Comerç
12-07-2021 | | Catalan | Beginner
Aquesta infografia presenta els indicadors sobre el sector Comerç a Barcelona el 2020. El document ha estat elaborat pel Departament d'Estudis de la Gerència de Política Econòmica i Desenvolupament
Author: Barcelona Activa
Date of issue: 28-04-2021
https://infogram.com/indicadors-del-sector-comerc-2020-1h7j4dvwgjzn94n?live
Infografia: Dades clau del Sector Turisme
12-07-2021 | | Catalan | Beginner
Aquesta infografia presenta els indicadors sobre el sector Turisme a Barcelona el 2020 que necessites saber. El document ha estat elaborat pel Departament d'Estudis de la Gerència de Política
Author: Barcelona Activa
Date of issue: 12-07-2021
https://infogram.com/indicadors-laboral-del-sector-turisme-2020-1h984wdde1qz2p3?live
Display Industry's jobs:
Trade and Tourism
Accommodation & Restaurant Industries
Trade
Tourist Experience
- Local development
- Tourist dynamization
- Wedding planner
- Environmental guide-interpreter
- Events manager
- Tourist Activities Coordinator
- Conference, congress and event organisation technician
- Conference assistant
- Tourist and/or leisure guide
- Information point officer
- Business planning and development director in tourist institutions and companies.
- Home chef
- Tourism product marketing and concept manager
- Event organiser
- Wine tourism manager
Organisations and business
Organisations and business encompasses a wide variety of activities provided within the company itself or outsourced to other firms and organisations (whether private or public), which seek to facilitate the activities of the company or organisation concerned. This industry includes professionals who are experts in the internal management of organisations and companies, to those specialising in communicating the activities they perform with external customers. As part of both the finance system and the financial management of companies and organisations, the activities performed by this sub-industry enhance the strength of the local economy and the companies and organisations that form part of it. It employs different professional profiles who work in finance departments, at insurance companies, administrative agencies or for auditors, as well as investment and treasury management firms.
Business services
01-2006 | | Catalan | Beginner
Documents (5 of 6)
Sector Overview: Organitzacions and Business
04-2024 | | Catalan | Advanced
This document shows data to have more information about the sector that will help you in your decisions regarding your training-work itinerary. This data is grouped into the following
Author: Barcelona Activa
Publishing date: 04-2024
Sector Report: Organisations and business
12-2023 | | English | Beginner
Sectoral report showing the keys to this economic area as well as the main trends, both consolidated and emerging, in activities and professional profiles and reveals future scenarios.
Author: Barcelona Activa
Publishing date: 12-2023
Focus sectorial: Digital comunication
08-2023 | | English | Advanced
This document focuses on corporate communication in the Internet age as an expanding job market and describes the professional profiles involved in this new type of communication.
Author: Barcelona Activa
Publishing date: 08-2023
Focus sectorial: Talent management
08-2023 | | English | Advanced
Brief report about the new context of talent management for organizations and labor trends which is transforming business culture. It also describes the impact on professional profiles dedicated to
Author: Barcelona Activa
Publishing date: 08-2023
Compendium of resources for job search in the Organisations and Business
10-2022 | | English | Beginner
Do you know where to find the offers that may interest you according to the sector in which you are looking for work? We put at your disposal the
Author: Barcelona Activa
Publishing date: 10-2022
Related Videos (4 of 4)
Sectorial testimony: Eva Blanco
Eva Blanco, head of institutional relations and communication at HP, tells us which profiles are most in demand in business communication and what skills they should have. She also talks about new professional profiles in this sector and new trends.
Sectorial testimony: Jordi Oliver
Jordi Oliver, general director of Inèdit, talks about the importance of the green and circular economy in the future of this area, how it will transform the work of the professionals involved and what will be the new structures nedeed.
Sectorial testimony: Victor Casanovas
Victor Casanovas, expert in digital strategy and sports at the agency Sevenmila, explains how a sports event is organized and which are the professionals in demand, also highlights the importance of the hybrid model for face-to-face and online events.
Sectorial testimony: Xavier Marcet
Xavier Marcet, Managing Director of Lead to Chance, explains where the consulting sector will evolve due to the impact of AI and how it will transform the work of professionals inside.
Useful links (5 of 13)
Organisations and Business: sector's ecosystem
14-02-2024 | | English | Beginner
Formative centres, reference clusters, guilds, colleges, city projects... All of this and much more in this infographic that will allow you to gain a thorough knowledge of the ecosystem
Author: Barcelona Activa
Date of issue: 22-01-2024
https://treball.barcelonactiva.cat/infografies/en/ecosistema/organisations-and-business.html
Organisations and business Sector Infographic: From Training to occupation
18-01-2023 | | English | Beginner
In this infographic you will be able to consult which of the formations will allow you to access the Organisations and business sector, some of the most outstanding jobs
Author: Barcelona Activa
Date of issue: 05-12-2022
https://treball.barcelonactiva.cat/infografies/en/sector/organisations-and-business.html
Indicadors laborals de la Indústria 4.0
27-04-2021 | | Catalan | Beginner
Pràctica Infografia amb les dades més rellevants de la Indústria 4.0 a l'àmbit Metropolità de Barcelona, 2019. Elaborat pel Departament d'Estudis de la Gerència de Política Econòmica i Desenvolupament
Date of issue: 02-10-2019
Asociación Española de Agencias de Comunicación Publicitaria - AEACP
31-12-2020 | | Spanish | Beginner
La Asociación Española de Agencias de Comunicación Publicitaria (AEACP) és una entitat de caràcter professional sense ànim de lucre formada per les principals agències de publicitat espanyoles. Els seus
Col·legi de Publicitaris i Relacions Públiques de Catalunya
31-12-2020 | | Catalan | Beginner
El Col·legi de Publicitaris i Relacions Públiques de Catalunya és la institució que agrupa el col·lectiu de professionals que es dediquen a la publicitat, les relacions públiques i a
Display Industry's jobs:
Organisations and business
Finance
Business Management
- Trade
- Corporate strategy
- Business identity management consultant
- Business development manager
- Internal communication manager
- Expert in evaluating virtual public offices
- Administration consultant
- Statistician
- Head of business intelligence
- Infonomist
- Engineer in artificial intelligence
- Product Manager
- Offshoring production manager
- Expansion specialist
- Continuous improvement manager
- Merger and acquisitions analyst
- Big Data Expert
- Market research analyst
- Administrative tasks
- Talent management
- Occupational health and safety
