Customer Service Manager – ANZSCO 149212
- Plans, administers and reviews customer services and after-sales services, and maintains sound customer relations.
- Skill Level
- Alternative Titles
- Client Service Manager
- Service Manager
Skills Assessment Requirement
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;
Potential Visa Pathways for Customer Service Managers
|ANZSCO||Occupation||Skills Assessment||189||190||485||491 (State)||491 (Family)||186 (Direct)||407 (Training)||494 (regional Sponsored)||482 (TSS Short Term)|
|149212||Customer Service Manager||VETASSESS||x||√||x||√||<x||x||√||√||√|
Group: 1492 Call or Contact Centre and Customer Service Managers
- organise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.
- 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.
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
Subclass 190 visa– Skilled Nominated Visa & Subclass 491 visa – Skilled Work Regional (Provisional) Visa
To apply for visa subclass 190 and visa subclass 491, you need to have a nomination from the state/territory government where you want to live and work. Each State and Territory have individual requirements that must be met in order to receive nomination. (See below)
Another difference between the 190 and 491 visa is that you can only apply for visa subclass 491 if you are living and working in regional areas in Australia, while it is not a requirement if you are applying for the 190 visa.
In summary, to be eligible for 190 visa, you need to meet the following criteria:
To check if the state/ territory government requirements for your occupation, refer to the following links
Links to requirements
|New South Wales||
|Australian Capital Territory (ACT)|
The 407 visa a short stay visa for individuals to participate in occupational training or professional development in Australia. This visa is generally valid to stay in Australia for 2 years. Please note this visa is subject to condition 8102 which forbids work apart from the training that is specified in the visa application. You are also required to maintain health insurance whilst in Australia.
To be eligible for visa 407, you need to meet the following criteria:
You can apply for subclass 494 if you have a regional employer who is willing to sponsor you. To be eligible for this visa, you must have at least 3 years of working experience in your nominated occupation and have a relevant skills assessment. With this visa, there is a requirement that you must work for the employer who is sponsoring you.
This visa provides pathway to permanent residency through the 191 visa.
The Subclass 482 visa is a Temporary Skill Shortage visa that requires a sponsorship from an Australian employer. The TSS short term stream visa allows to your live and work in Australia for up to 2 years each time you are granted this visa. You may apply for two 482 visas in the short stream onshore and subsequent ones offshore, as long as the employer is willing to sponsor you. The TSS 482 short term stream does not have a path to permanent residency throught the 186 visa.
Please note that according to the Department of Home Affairs, caveats apply to this visa type. Subclass 482 visa excludes positions that:
have nominated annual earnings of less than AUD65,000.
are in a business that has an annual turnover of less than AUD1M.
are based in a front-line retail setting predominantly involve direct client transactional interaction on a regular basis.