Profit keeps a business running, but satisfied customers keep it growing. However, the people behind every customer interaction can influence whether customers return or take their business elsewhere.
Over the past year, more than 35,000 customer experience professionals have been active on Jobberman. Since January 2026, monthly activity among customer service professionals on the platform has more than tripled, rising from 2,196 to 7,076. For employers, this points to a growing pool of talent as they look to strengthen their customer experience teams.
That said, having access to talent is only part of the equation; choosing the right candidates is what makes the difference. A business can have a great product, competitive prices and a clear growth strategy, but if customers struggle to get responses, deal with unresolved complaints or feel their concerns are being ignored, they may eventually take their business elsewhere.
Every interaction shapes how customers perceive a brand. A delayed response, a poorly handled complaint or an unresolved issue can influence their decision just as much as the quality of a product or service. Getting these interactions right requires more than efficient processes or the right technology. It takes people who can listen, communicate clearly, solve problems and take ownership when things do not go as planned.
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The real customer experience advantage is PEOPLE
Technology, automation and AI are changing how businesses interact with customers. These tools can improve efficiency and help teams manage enquiries, but some situations still require human judgement and understanding. When a customer is frustrated, they want to feel heard. When a problem is complicated, they need someone who can think it through. And when something goes wrong, they need someone willing to take ownership and see it through.
That human element can turn a difficult interaction into an opportunity to restore confidence in a business. This is why hiring the right customer service talent is a business decision that directly affects customer experience, loyalty and long-term growth.
Access to talent is only the starting point
For employers looking to strengthen their customer experience teams, the priority should be finding professionals whose skills and approach align with the experience they want to deliver.
Customer service teams need people who can do more than follow a script. They need professionals who can resolve issues, manage difficult conversations and help customers feel valued, even when the answer is not what they hoped to hear. Employers should therefore look beyond previous customer service experience and consider the judgement and mindset required for the role.
Can a candidate communicate with empathy? Can they solve problems under pressure? Will they take ownership of an issue rather than pass it along?
These qualities can determine how effectively employees handle everyday challenges and whether customers leave an interaction feeling that their concerns have been taken seriously.
Customer experience is everyone’s responsibility
Customer experience cuts across industries, teams and functions.
A customer might first interact with a sales representative before contacting customer support. They might need help from a delivery team, speak with an account manager or send a message to a brand on social media. Each interaction contributes to their overall impression of the business.
Whether a company operates in technology, telecommunications, finance, retail, education, FMCG or another sector, the principle remains the same: everyone who interacts with customers has a role to play.
Customer service professionals may handle complaints and enquiries directly, but delivering a consistent experience requires cooperation across teams.
That means building a workplace culture where employees communicate clearly, respond appropriately and follow through on their commitments, regardless of their department.
The cost of getting the talent decision wrong
Poor customer experiences do not always begin with a major mistake.
Sometimes, it is an unanswered message, an employee who forgets to follow up or a customer who has to explain the same problem three times.
When these situations become a pattern, they can damage the relationship between a business and its customers.
The right employees can help address these problems by handling difficult conversations calmly, identifying recurring issues and ensuring customers understand what happens next. They can also provide useful feedback that helps businesses improve their service processes.
While no employee can prevent every problem, well-equipped customer-facing teams can help businesses respond more effectively and reduce the likelihood of the same issues recurring.
What should employers look for?
Start with the customer experience you want to deliver. Then identify the skills and behaviours your team needs to make it happen.
Look for candidates who can:
Communicate clearly and listen actively.
Show empathy when handling customer concerns.
Solve problems and remain composed under pressure.
Take accountability and follow through on commitments.
Adapt to different situations and customer needs.
Consider these qualities alongside relevant experience and technical skills. It is also important to provide ongoing training and support so employees can develop their abilities as customer expectations change.
A thoughtful hiring process, supported by the right workplace culture, can help businesses build teams equipped to deliver more consistent customer experiences.
The right talent can strengthen your customer experience
When a customer complaint comes in, resolving the immediate issue is important. But employers should also consider whether their people and processes are equipped to prevent similar problems from recurring.
Building a stronger customer experience starts with understanding what customers need and hiring people who can help deliver it.
Ready to hire smarter?
Find customer service talent on Jobberman and find professionals who can help your business deliver better customer experiences.
