(CF) services include hardware, software or technology with user interfaces (UI) or applications that directly interact with customers. However, a customer facing system is more than an interface — it should add value to relationships with customers and is often used as a tool for customer analytics.
(CF) roles also include employees work with customers at different touch-points in the customer journey, from when they’re still thinking about buying from you, to years into being a customer of your brand.
In (CF) roles can take a lot of forms, and the particulars of what different ones look like can vary significantly. But they’re all crucial to a company’s brand image and success.
Types of customer-facing roles
What counts as a (CF) role at your company depends on the type of business you’re in.
In the hospitality industry, it includes waiters, bartenders, porters, concierges and counter attendants. In the retail industry, clerks and salespeople fit the category. Field service technicians, jobs in IT support, and any administrative personnel that take calls and set up appointments are also customer-facing employees.
Most customer-facing roles involve interacting with external customers—the people paying for a company’s products or services. However, in some cases, customer-facing roles can include those who deal with . Using this definition, human resources professionals are also in customer-facing roles.
This is a broad category that contains of different job titles. But the most obvious type of customer-facing roles are those that fall under the customer service umbrella. This includes (but isn’t limited to):
- Customer service agent
- A Customer service specialist
- Customer support representative
- A Customer success manager
- Customer support engineer
- A Customer care operator
- Client services coordinator
- Customer liaison officer
- Customer relationship specialist
- Call center agent
- Account executive
- Member services specialist
- Technical support representative
- Social media customer care
The details of these job roles may vary, but they all center around the need to serve customers and ensure their experience with the brand is a good one.