Customer Service Manager Career and Immigration options for Australia

Profile Title: Customer Service Manager Career and Immigration options for Australia

Alternative Title:Client Service Manager, Service Manager

ANZSCO Code: 149212 | Unit Code: 1492

Skill Level: Level 2 | Work Experience: 1 Years

Assessing Bodies: Vocational Education and Training Assessment Services (VETASSESS)

Skill Occupation List (SOL): STSOL

Specialization: Not Defined

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

Job Duties:

• 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 Description: 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.

Available Visa Options (As on February 2024):

• 190 - Skilled Nominated (subclass 190)
• 407 - Training visa (subclass 407)
• 489 - Skilled Regional (Provisional) visa (subclass 489) - State or Territory nominated
• 482 - Temporary Skill Shortage visa (subclass 482) - Short Term Stream
• report caveats apply
• 187 - Regional Sponsor Migration Scheme (subclass 187)
• 494 - Skilled Employer Sponsored Regional (provisional) (subclass 494) - Employer sponsored stream
• 491 - Skilled Work Regional (provisional) visa (subclass 491) State or Territory nominated

Registration or Licensing: Not Required

Industries: Call, Contact Centre & Customer Service Managers are mainly employed in: Other Services; Retail Trade; and Wholesale Trade

Education Profile: The most common level of educational attainment for Call, Contact Centre & Customer Service Managers is Certificate III/IV (32.9 per cent).

Job Opening: Over the five years to November 2019, the number of job openings for Call, Contact Centre & Customer Service Managers is expected to be average (between 10,001 and 25,000). Job openings count both employment growth and turnover (defined as workers leaving their occupation for other employment or leaving the workforce).

Age Group: The main age group is 25-34 years (28.5 per cent) and the median age is 41 years (compared to 40 years for all occupations).

Gender: The female share of Call, Contact Centre & Customer Service Managers is 45.9 per cent and 90.4 per cent of Call, Contact Centre & Customer Service Managers work full time. Average weekly hours for full time workers are 41.8 (compared to 40.2 for all occupations).

Earning: In August 2014 (latest available data) weekly earnings full-time before tax (and not including employer superannuation) were $1,184 (compared to earnings for all occupations of $1,200).

Employment: Employment for this occupation rose moderately in the past five years, rose slightly in the long-term (ten years). Looking forward, employment for Call, Contact Centre & Customer Service Managers to November 2020 is expected to grow strongly.