Customer Service Executive Job Description

The role of a customer service executive is to ensure that a company's customers receive exceptional support and that all their needs are met. Customer service executives oversee the day-to-day functions of the customer service department, as well as establishing standards and protocols that the customer service team will use to promote customer satisfaction.

Customer service executives supervise customer service representatives and report to a general manager, making them mid-level officials. The Bureau of Labor Statistics predicts an employment growth rate of 8% through 2024 for administrative services managers. Due to the similar nature of the professions, customer service executives can expect to see similar job growth in their field, resulting in 23,500 new jobs during this period.

Duties and responsibilities of the customer service executive

A customer service executive has many duties and responsibilities. Although specific positions determine the commitments of a customer service executive, there are several primary responsibilities common to this occupation. A review of the current worklists identified the following key tasks and responsibilities.

Establish customer service practices

Customer service executives are responsible for creating policies and procedures for their staff. To ensure that customers receive excellent and consistent service, it is imperative that all employees provide the same type of support and handle issues similarly. The customer service manager must ensure that his staff are aware of the policies and comply with them at all times.

Hire and train employees

Hiring and training staff is often at the discretion of the customer service executive. This may include reviewing applications, conducting interviews, developing new hiring documentation, and providing on-the-job training or mentoring to new hires. Customer Service Executives will monitor staff daily performance, provide employee performance reviews, and manage required disciplinary actions.

Analyze the metrics

Customer service executives should analyze their support team to determine whether or not all staff are following the best practices established by the customer service manager. Standardized performance metrics need to be established to ensure that all employees are judged by the same measures and criteria. Most customer service executives will have monthly or quarterly metric reviews of their entire staff. Providing advice and solutions to underperforming staff members is also part of your job.

Guarantee customer satisfaction

An important part of a customer service executive's job is to get the word out about dissatisfied customers. When customers are unable to satisfactorily meet their needs by speaking to a customer service agent, the customer service executive's job is to step in and try to appease the customer. Good mediation skills are important to accomplish this task.

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