Customer Service Executive Duties & Responsibilities

The role and function of a Customer Service Executive includes the following duties and responsibilities:

Handling customer complaints or any major incidents
Investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
Issuing refunds or compensation to customers;
Producing written information for customers, often involving use of computer packages/software;
Writing reports analyzing the customer service that your organization provides;
Developing feedback or complaints procedures for customers to use;
Developing customer service procedures, policies and standards for your organization or department;
Meeting with other managers to discuss possible improvements to customer service;
Training staff to deliver a high standard of customer service;
Leading or supervising a team of custom
Being involved in staff recruitment and appraisals;
Keeping accurate records of discussions or correspondence with customers;
Analyzing statistics or other data to determine the level of customer service your organization is providing;
Learning about your organization’s products or services and keeping up to date with changes;
Providing help and advice to customers using your organization’s products or services;
Communicating courteously with customers by telephone, email, letter and face to face;
Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

Note that this is not an exhaustive list of Customer Service Executive duties and responsibilities. Job functions for specific Customer Service Executive roles may vary, depending on the industry and type of employer.

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