Job Description

Being responsible for a company's customer service success includes many responsibilities. We analyzed customer care executive job descriptions to come up with the following list of the most important customer care executive duties and responsibilities:

Create Customer Care Protocol

Every company has a customer care protocol created by the customer care executive. They use their customer service expertise and knowledge of their employer's company values to create a specific protocol to be followed for every customer interaction.

Analyze and Make Decisions Based on Customer Care Data

Customer care executives analyze customer purchasing habits, returns, and complaints to make adjustments to their customer care strategy as necessary. They also analyze the communication cycle between their staff and customers using client relationship management software.

Hire and Train Customer Care Staff

Customer care executives' responsibilities include human resources. They evaluate potential candidates and train new hires on the customer care protocol.

Handle Escalated Customer Issues

In most environments, only the most serious customer issues are sent to the . They use their conflict resolution and negotiation skills to defuse these situations.

Make Sure all Customer Care Meets Established Standard

Customer care executives monitor both customer behavior and employee performance on a daily basis to make sure the service being provided meets company standards. This involves coaching, and sometimes disciplining, customer service representatives.