Career Development

What Does a Customer Consultant Do?

Find out what a customer consultant does, how to get this job, and what it takes to succeed as a customer consultant.

Customer service is one of the most important aspects of any business. It’s a field that requires strong interpersonal skills, an eye for detail, and a genuine desire to help people. Customer consultants are at the heart of this process—they are the individuals who interact with customers on a daily basis and work to ensure they have a positive experience with the company.

Customer consultants may be tasked with handling a wide range of customer interactions, from answering phone calls and emails to helping customers find what they’re looking for in store or online. They might also be responsible for gathering feedback from customers about their experience with the company so that it can be used to improve future services.

Customer Consultant Job Duties

A customer consultant typically has a wide range of responsibilities, which can include:

  • Providing customers with product or service information, including pricing details, delivery and installation information, and terms and conditions of purchase
  • Recommending new products or services or upgrading current offerings based on customer needs or market trends
  • Interacting with customers to answer questions about products or services, process orders, provide product demonstrations, and resolve issues
  • Providing customers with product knowledge, as well as training them on how to use the product effectively
  • Maintaining an inventory of products in order to answer questions about availability and lead times
  • Identifying customer needs and recommending additional products or services that may be of interest to the customer
  • Establishing rapport with customers by listening carefully to their concerns and responding with appropriate follow up actions
  • Conducting follow-up calls with customers to ensure satisfaction with a product or service they have purchased
  • Recommending changes to current products or services based on customer feedback

Customer Consultant Salary & Outlook

Customer consultant salaries vary depending on their level of education, years of experience, and the company they work for. They may also earn additional compensation in the form of commissions and bonuses.

  • Median Annual Salary: $49,500 ($23.8/hour)
  • Top 10% Annual Salary: $122,000 ($58.65/hour)

The employment of customer consultants is expected to grow slower than average over the next decade.

Demand for customer consultants depends on the demand for their services and the need for companies to improve customer service. However, automation may limit the growth of these jobs because some tasks currently performed by customer consultants can be automated.

Customer Consultant Job Requirements

A customer consultant typically needs the following:

Education: Customer consultants are typically required to have at least a high school diploma or equivalent. Some companies prefer to hire candidates who have a bachelor’s degree in a related field, such as business, marketing or communications. Relevant coursework includes marketing, sales, business and communication.

Training & Experience: Customer consultants typically receive on-the-job training from their new employer. This training may include shadowing current customer consultants or learning from other customer service representatives. Training may last for a few days to a few weeks, depending on the company and the complexity of the role.

Certifications & Licenses: While certifications are not required for customer consultants, they can be useful for increasing a candidate’s chances of finding a job and increasing their earning potential.

Customer Consultant Skills

Customer consultants need the following skills in order to be successful:

Communication skills: Customer service representatives communicate with customers, supervisors and other employees. Effective communication is key to providing quality customer service. You can use your communication skills to answer questions, solve problems and provide information to customers and company representatives.

Product knowledge: Customer consultants should have a thorough understanding of the products they’re selling. This ensures they can answer questions about the product and can direct customers to the right product for their needs. Product knowledge also allows you to answer questions about warranties, product features and product availability.

Problem-solving skills: Problem-solving skills are essential for customer consultants, as they may encounter challenges that require them to find solutions for their customers. For example, if a customer is unsatisfied with a product, a customer consultant may need to find a solution to make them happy. This may involve finding a similar product or offering a refund.

Active listening skills: Active listening is the ability to hear and understand what someone else is saying. Customer consultants use active listening skills to help customers find the right products and answer their questions. You can also use active listening to build a positive relationship with customers. This can help you build trust and make customers feel comfortable asking you questions.

Empathy: Empathy is the ability to understand another person’s feelings and perspective. Customer service representatives often use empathy to help customers feel heard and understood. For example, if a customer is upset about a product they purchased, a customer service representative might use empathy to try to understand the customer’s perspective and offer solutions to help them feel better.

Customer Consultant Work Environment

Customer consultants typically work in an office environment during regular business hours, although they may be required to work evenings or weekends to meet with clients or attend training sessions. They may also travel to meet with clients or attend conferences. The work can be stressful, as consultants must be able to handle difficult customer inquiries and complaints. They must also be able to work well under pressure and meet deadlines.

Customer Consultant Trends

Here are three trends influencing how customer consultants work. Customer consultants will need to stay up-to-date on these developments to keep their skills relevant and maintain a competitive advantage in the workplace.

The Need for Speed

The need for speed is a trend that is having a major impact on the customer consulting industry. Customers are increasingly looking for quick and easy solutions to their problems, which means that consultants will need to be able to provide them with answers quickly.

This trend requires consultants to be well-versed in a variety of areas, as customers may come to them with questions about anything from marketing to product development. In order to be successful, consultants will need to be able to quickly assess the needs of their clients and provide them with the information they need in a timely manner.

More Focus on Digital Transformation

As businesses continue to focus on digital transformation, customer consultants will need to develop new skills and expertise.

Customer consultants will need to be familiar with digital technologies and how to use them to improve the customer experience. They will also need to be able to manage data and understand how to use it to make decisions. Additionally, customer consultants will need to be able to communicate effectively with both customers and other members of the business team.

Greater Emphasis on Customer Experience

The importance of customer experience has been emphasized by businesses for years, but recent trends suggest that this emphasis will only continue to grow.

As customer expectations rise, customer consultants will need to be able to create experiences that meet those expectations. This means that they will need to be able to understand what customers want and how to deliver it. In addition, they will need to be able to track and measure customer satisfaction in order to ensure that the company is meeting its goals.

How to Become a Customer Consultant

A customer consultant career can be a great way to start your career in sales. As a customer consultant, you’ll learn how to sell products and services, build relationships with customers, and solve problems. This experience will help you develop the skills needed to succeed in any sales role.

To become a customer consultant, you need to have strong communication and problem-solving skills. You should also be able to work independently and be comfortable interacting with people from different backgrounds.

Related: How to Write a Customer Consultant Resume

Advancement Prospects

Customer consultants can advance their career by developing their skills and knowledge in customer service and sales. They can also advance their career by taking on additional responsibilities such as training new customer service representatives or managing a team of customer service representatives. In some organizations, customer consultants may also have the opportunity to move into sales roles.

Customer Consultant Job Description Example

At [CompanyX], we provide our clients with expert guidance and support throughout their journey with us. We’re looking for a customer consultant to join our team and provide an exceptional level of service to our clients. The ideal candidate will have experience in customer service, sales, or a similar field. He or she will be a quick learner with a positive attitude and a strong desire to help others. The customer consultant will be responsible for providing support to clients via phone, email, and chat. He or she will also be responsible for upselling products and services to clients and maintaining a high level of customer satisfaction.

Duties & Responsibilities

  • Serve as the primary point of contact for customers, providing them with product information, support, and advice
  • Build strong relationships with customers, developing a deep understanding of their needs and preferences
  • Proactively identify opportunities to upsell and cross-sell products and services
  • Stay up-to-date on all company products, services, promotions, and pricing
  • Handle customer inquiries and complaints in a professional and courteous manner
  • Escalate complex or sensitive customer issues to management as needed
  • Process customer orders accurately and efficiently
  • Maintain accurate records of customer interactions and transactions
  • Generate reports on customer satisfaction levels and areas of improvement
  • Assist with training new customer service representatives
  • Develop an in-depth understanding of competitor products and services
  • Provide feedback to management on ways to improve the customer experience

Required Skills and Qualifications

  • Bachelor’s degree in business, marketing, or related field
  • 3-5 years professional experience in customer service or sales
  • Excellent communication, interpersonal, and problem-solving skills
  • Ability to work independently and with a team
  • Strong organizational skills and attention to detail
  • Proficient in Microsoft Office, with aptitude to learn new software and systems

Preferred Skills and Qualifications

  • Master’s degree in business administration (MBA) or related field
  • 7+ years professional experience in customer service or sales
  • Experience developing and implementing customer service standards and procedures
  • Working knowledge of CRM software, such as Salesforce
  • Proven track record of achieving customer satisfaction goals

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