As you are in a customer facing role, you will get a lot of feedback about your product/service and your company in general. Your job of helping customers doesn’t stop as soon as you listen to their feedback. It also involves passing on the important feedback to the right owners and doing everything you can to implement it.
Now that's not always easy because more often than not, customer support teams are not in a position to fix issues like other teams (project managers, engineers, or even the marketing team). So it's important to learn how to communicate key customer feedback to the owners and help them implement it.
Read the related blog post: https://blog.freshdesk.com/communicate-customer-feedback/