Customer service manager oversees overall customer service excellence, develops process review and innovation frameworks, and implements initiatives to review the customer service process. He/she also manages the overall service quality and customer relationship management resources, including manpower, internal assets and external vendors. He/she investigates and solves customers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants. He/she analyses statistics or other data to determine the level of customer service an organisation is providing.