- Supervising customer support professionals, tracking their work, and planning training
- Resolving issues: Responding to customer concerns, providing clear instructions, and rerouting calls to other departments when needed
- Communicating: Answering customer correspondence, relaying product information, and understanding how customers use the company's products or services
- Creating policies: Developing procedures and policies for effective customer service
- Gathering feedback: Conducting surveys and writing reports based on customer feedback
- Other tasks: Closing sales, filing customer records, and fixing appointments
CSEs are the face of a company to its customers, and their interactions can help build lasting relationships and promote loyalty. To be successful in this role, CSEs need to have a variety of skills, including: Active listening, Clear communication, Technical troubleshooting, Problem-solving, Leadership, Organizational skills, Empathy, and Patience.