Find Your Australia Skilled Occupation List

Customer Service Manager - 149212

Description

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

Skill Level

2

Alternative Titles

  • Client Service Manager
  • Service Manager
Skills Assessment Requirements

Unless you are exempt in very limited circumstances, you are required to have a positive Skills Assessment to apply for the visas listed above.

Skills Assessment authority for Customer Service Manager is Vocational Education and Training Assess (VETASSESS). To have a positive skills assessment, you must meet the following criteria:

  • Three pathways to skills assessment by VETASSESS:
    • Pathway A- Qualification(s) assessed at least AQF Diploma level with a highly relevant field of study and at least one year of postqualification highly relevant employment at an appropriate skill level in the last five years
    • Pathway B- Qualification(s) assessed at least AQF Diploma level with an additional qualification at least AQF Certificate IV in a highly relevant field of study and at least one year of post-qualification highly relevant employment at an appropriate skill level in the last five years
    • Pathway C- Qualification(s) assessed at least AQF Diploma level without a highly relevant field of study and at least two years of post-qualification highly relevant employment at an appropriate skill level in the last five years;
Group Title 1492 Call or Contact Centre and Customer Service Managers
Group Description

organise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.

Tasks

  • 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

Skill Level

Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.
In Australia:
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.

Occupations in this Group

  • 149211 Call or Contact Centre Manager
  • 149212 Customer Service Manager

How to calculate your points (skilled visas)

To apply for a skilled visa, you must determine your points score. The minimum required to be eligible is 65 points. However, depending on your occupation, the demand, and the state you are applying to, you may need a higher score to receive an invitation.

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