Customer Service Manager Vetassess skills Assessment

What is the requirement of a Customer Service Manager Vetassess Skills Assessment?

VETASESS SKILLS ASSESSMENT CUSTOMER SERVICE MANAGER

What’s the skills assessment – Job description

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

Alternative titles for Vetassess Skills Assessment

  • Client Service Manager
  • Service Manager
  • Customer Experience Manager

Occupations and specialisations not considered

under this ANZSCO code:

  • Call or Contact Centre Manager
  • Call or Contact Centre Team Leader or Supervisor
  • Customer Service Supervisor
  • Customer Service Agent
  • Operations Manager
  • Department or Unit Manager
  • Retail Manager
  • Technical Support Manager
  • Client Relationship Manager

What’re the Requirements for Skills Assessment

This occupation requires

A qualification assessed as comparable to the educational level of an Australian Qualifications Framework (AQF) Diploma or higher, in a field highly relevant to the nominated occupation.


If the qualification is in a field highly relevant to the occupation, then at least one year of highly relevant post-qualification employment at an appropriate skill level is required, completed in the last five years.


If the qualification is not in a highly relevant field, two years of highly relevant employment at an appropriate skill level is required, completed in the last five years; this is reduced to one year if there is an additional qualification at AQF Certificate IV level in a highly relevant field.


If employment is pre-qualification, then three additional years of highly relevant employment are required. This is in addition to one year of highly relevant employment within the past five years.


A positive assessment of both qualifications and employment is required for a positive Skills Assessment Outcome.

What’s the requirement for Qualification

Educational level:

AQF Diploma or higher
Highly relevant major fields of study include:

  • Business Management
  • Customer Service Management

Business Management is the study of planning and directing the activities of commercial enterprises.


It includes the study of the nature, operation and role of business, and the resolution of management and administrative problems.


Subjects may include Business Managerial Policies, Business Administration, Human Resource Management, Continuous Improvement, Customer Service Quality, Risk Management and Marketing.

Highly relevant tasks include:

  • developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
  • 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 the 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

Customer service managers or customer experience managers are responsible for managing the relationships between an organisation and its customers or clients. They often provide after-sales support to customers, manage complaint handling, refund requests and other feedback. They are often responsible for developing an organisation’s customer service policies and training other staff members on how to deliver a high level of service and build positive customer relationships.
In order to be assessed positively as a Customer Service Manager, applicants must demonstrate knowledge of and the ability to manage customer service standards (including external frameworks and standards), practice and protocols for the company.
The role should be a dedicated customer service but would need to connect with other organisational units to ensure customer service excellence across all areas.
Positions based in a front-line retail setting, and positions predominately involving direct client transactional interaction on a regular basis will not be accepted for this occupation.
Although some operational tasks can be part of the role of Customer Service Manager, positions with an exclusive focus on operations management may not be accepted for this occupation.

Highly relevant tasks for customer service managers

Customer service managers or customer experience managers are responsible for managing the relationships between an organisation and its customers or clients.


They often provide after-sales support to customers, manage complaint handling, refund requests and other feedback.


They are often responsible for developing an organisation’s customer service policies and training other staff members on how to deliver a high level of service and build positive customer relationships.


In order to be assessed positively as a Customer Service Manager, applicants must demonstrate knowledge of and the ability to manage customer service standards (including external frameworks and standards), practice and protocols for the company.


The role should be a dedicated customer service but would need to connect with other organisational units to ensure customer service excellence across all areas.
Positions based in a front-line retail setting, and positions predominately involving direct client transactional interaction on a regular basis will not be accepted for this occupation.


Although some operational tasks can be part of the role of Customer Service Manager, positions with an exclusive focus on operations management may not be accepted for this occupation.

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