The Impact of Customer Service Department Experience on the Career Prospects and Skill Development of Early‑and Mid‑Career Employees : Evidence from Interviews with 11 Participants

Abstract

This study examines how experience in a company’s customer service department influences career development and skill acquisition among early‑ and mid‑career employees. Semi‑structured interviews were conducted with 11 employees assigned to customer service roles. Thematic analysis indicates that, although complaint handling is inherently stressful, participants appraised the variety of their tasks and the opportunity to refine interpersonal competences positively. They regarded the department as a venue for exercising both specialized expertise and transferable skills. Challenges concerning performance appraisal and cross-departmental collaboration were also identified. Nevertheless, many respondents actively pursued flexible career trajectories—requesting job rotations and obtaining professional certifications. These findings suggest that customer service departments contribute not only to complaint resolution but also to corporate strategy, talent cultivation, and career support, thereby extending existing theories of career orientation and offering practical managerial implications.