What Does a Customer Service Executive Do? Role and Skills

By Indeed Editorial Team

Published 8 November 2021

The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.

Excellent customer service is an essential component of every business operation. A customer service executive plays a major role in ensuring that all consumers receive great care and attention to ensure the organisation's customer loyalty and reputation. Understanding what a career as a customer service executive entails can help you decide if this is a suitable role for you. In this article, we define customer service, discuss what does a customer service executive do and outline what skills do you need to kickstart your career as one.

What does a customer service executive do?

The answer to the question 'what does a customer service executive do' is that customer service executives are middle-management level officials in charge of supervising customer support representatives and report to a general manager. A customer service executive's duty is to ensure that a company's customers receive excellent service, communicate customer needs to stakeholders and comprehend consumer behaviour and how they utilise the organisation's product offerings. Customer care executives manage the day-to-day operations of the customer support department and create standards and norms for the customer service staff to follow in order to enhance customer satisfaction. Below are some additional duties for a customer service executive:

Related: What Is a Customer Relations Manager? (With Average Salary)

Establishing customer service procedures and protocols

A customer service executive is in charge of creating customer service policies and procedures. This might entail producing a written guide to best practices, organising training schedules for employees and taking the lead in communicating service requirements inside the organisation. A customer service executive may also drive attempts to assess perceptions of present service levels using customer observation, polls, focus groups, surveys and online feedback forms.

Training employees

Customer service executives are usually in charge of creating customer service training programmes for new hires and continuing education for existing employees. As a customer service executive, you may do the training yourself, utilising techniques like role-playing to show the best ways to manage the most common types of customer service difficulties in the sector. Effective leaders may also create internal staff teams to assist in the continued development of quality service initiatives or they may manage internal award and recognition programmes to reward high-quality performance.

Supervising the customer service process

As a customer service executive, you're usually in charge of monitoring and managing a team of customer service representatives when providing consumer support. You can conduct quality assurance surveys with consumers and offer feedback to your team. It's also important that you oversee the customer service process to ensure and maintain customer satisfaction and a pleasant work environment for your team.

Possessing exemplary product knowledge to improve customer satisfaction

Customer service executives have excellent product knowledge to offer consumers detailed information about the organisation's product offerings. They may assist other customer service representatives in sharing information about details such as pricing, available promotions, product specifications and product alternatives. These professionals may also help demonstrate how the product operates. They may provide the details either verbally or nonverbally, depending on the organisation's practice.

Customer service executives usually take part in creating predetermined narratives for customer service representatives to make sure that they adhere to the established workflows and offer accurate information to consumers.

Responding to customer queries and questions

These customer service representatives also react to client queries, either orally or in writing. Customer service executives usually assist in resolving consumer complaints. They may also help consumers to calculate discounts or inform consumers about sales promotions.

Managing consumer concerns

When consumers have issues with products or services, these customer care executives can resolve the complaints. As a customer service executive, you can listen to or read about client issues and provide recommendations for remedies. In order to please consumers, businesses may provide replacement products or discounts on future purchases. On rare occasions, especially when resolving complicated concerns, customer service executives may direct consumers to management.

Handling order processes and returns

A number of customer service executives also accept purchases and returns from customers in person, online or over the phone. They tally purchases and refund consumers for returned products or cancelled services. Customer service executives usually come in to reassure consumers and ensure their full satisfaction.

Keeping track of consumer interactions

As a customer service executive, you may frequently use customer relationship management tools and software to log your interactions with customers. You may be in charge of creating customer records, managing digital support and documenting concerns and remedies. When assisting current clients, these experts may access and amend client data or flag them for supervisory follow-up.

What is customer service?

Customer service is both a job category and a set of work skills. Customer service experts are responsible for meeting the requirements of customers and ensuring that they undergo a positive experience. Customer service as a skill set involves traits such as excellent communication, active listening, empathy and problem-solving. You can employ customer service skills in a variety of occupations at virtually all levels.

While there's usually a conception that customer service is a service solely for a customer from a business, it's also relevant within a business. For instance, you may be in a position where you provide services to other internal teams. In this scenario, you'd want to make sure you understood and could satisfy their demands.

Related: What Is Good Customer Service? Definition and Guideline

What skills do you need to become a customer service executive?

People working in customer service jobs are usually the human face of a firm for many organisations. These organisations rely on customer service executives who can engage in pleasant conversations with consumers, fostering loyalty and a good reputation. If you work in a customer service job, which is prevalent in industries such as retail or food and beverage, a major portion of your success may rely on your ability to create positive client experiences.

Learning and developing qualities that constitute a good customer service representative, along with on-the-job experience, can help you grow in your position. It's essential that customer service executives possess a set of technical and soft skills to thrive in this field. Outlined below are some examples of skills you may cultivate:

Related: Hard Skills vs. Soft Skills: Definitions and Examples

Communication skills

Because customer service executives spend the majority of their working hours talking to or writing to customers, good communication skills are necessary. It's important that these professionals are able to read, write, communicate and listen in a clear and easy-to-understand manner. Excellent communication skills are also necessary to manage, direct and communicate with the team.

Computer abilities

In your role as a customer service executive, you may use technology to process orders, access product and service information and connect with customers through email or phone. It's important to know how to utilise file management software, spreadsheet software, word processing software and email or phone apps. You can develop computer literacy skills by taking classes and through on-the-job training.

Customer Relationship Management (CRM) expertise

CRM software is a tool you can use to assist your organisation. It provides a unique and seamless experience to your customers and builds better rapport by providing a complete picture of all customer interactions, tracking sales organising and prioritising tasks. As a customer support executive, being proficient in CRM software is essential to log client interactions, monitor relationships and resolve complaints.


It's essential that customer service professionals are empathetic since they frequently interact with consumers who have limited understanding of or are unsatisfied with a product or service. It's critical that you understand and empathise with the emotions of others and that you communicate properly. Cultivating this sensibility can assist support staff in understanding and successfully resolving client issues.

Problem-solving abilities

Customer service professionals who handle client complaints can be good problem solvers. They analyse client problems and determine how to address them in a way that's agreeable to both the consumer and the organisation. Often, you may require technical or industry knowledge to effectively solve the issues at hand.

Related: Top 20 Customer Service Skills

Customer service executive work environment

Customer service executives usually find employment in retail establishments or call centres. They frequently work at workstations in stores and interact directly with consumers. In their daily roles, customer service executives usually manage and oversee a team of representatives offering customer support. They may also assist in the selection and hiring of customer service staff and the provision of standardised service to customers.

As a customer service executive, you may be in charge of designing customer service procedures and policies and mentoring the customer service personnel in your team. You can expect to work at computers in open-plan workplaces, where you can connect with clients via email, over the phone or through online chat. You may also occasionally work from home, using computers to make calls, send emails and chat with clients.

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