Best Customer Service Resume: How to Make Yours Stand Out [with Examples]
Published: October 19, 2022
One of the great things about customer service is that the skills you develop can be relevant to a lot of different jobs. The best customer service resume showcases those skills along with your unique personality and your diverse experiences.
Successfully marrying all of these elements into a one-page resume can be daunting for anyone. But fear not — there are steps you can take to ensure your resume is as strong as possible without causing you tons of stress.
In this post, let's review the sections you need to include in a successful customer service resume, as well as example resumes that you can use as inspiration for your next application.
What is a customer service resume?
How to write the best customer service resume, what to include in your customer service resume, top 10 best customer service resume examples, putting your best foot forward.
A customer service resume provides a comprehensive but concise summary of your job history, professional experience, and special skills in the customer service field. It's also a great place for candidates to showcase any achievements or accomplishments they've had in previous customer service positions.
Some common customer service roles include:
- Customer service representatives
- Customer support specialists
- Customer success managers
- Start from a template.
- Keep it clear and concise.
- Use the right keywords.
- Highlight specific accomplishments.
- Showcase your personality.
As highlighted above and shown in the image below, there are five ways you can write a customer service resume that gets the attention of prospective employers.
Let's review each below.
1. Start from a template.
While it's important to make sure your resume is unique to you, there are a number of templates available to help you get started. For example, HubSpot has a selection of free resume templates that are fully customizable to the job you're applying for.
Featured Resource: Free Resume Templates
Download These Templates for Free
2. Keep it clear and concise.
Keep in mind that you only have a limited amount of time to impress job recruiters. And many are quickly skimming through a sea of resumes for each open position. Keep your resume short and sweet, and make it easy for employers to see that you're the right fit up front.
3. Use the right keywords.
Speaking of skimming, hiring managers are also looking for a few magic words that tell them you're a good candidate to move to the next round. Look at the job description closely, and make sure your resume aligns with the language your prospective employer is using.
4. Highlight specific accomplishments.
It's great to know that you've "positively interacted with customers", but so has just about every other applicant vying for the same position you're applying for. Get specific, and try to quantify your experiences where possible (e.g., resolved x amount of customer inquiries per day).
5. Showcase your personality.
Show recruiters what makes you, you. What qualities will you bring to the team? Infusing your personality is one more way you can separate yourself out from the crowd.
Now that we've reviewed some fundamentals about how to write your resume, let's get into what you should include.
The best sections to include in your customer service resume are an objective or summary along with details about your skills, experience and accomplishments, and education.
Customer Service Resume Objective or Summary (Optional)
Depending on the position, it may make sense to start your resume with an overview of who you are, what you're looking for, and what you'll bring to the position. You can put this in paragraph or bullet-form at the beginning of your resume to make it clear to whoever is reading it.
However, if you're running out of room on the page, it's OK to omit a summary. You can always take what you would've written and weave it into other sections on your resume.
Here are a few examples of customer service principles you can highlight in this section.
Putting the customer first.
Companies know that customer interactions with the product and the business are incredibly important. Making this stance clear will show hiring managers that your priorities are in line with theirs.
Teaching rather than explaining.
Customer autonomy is a huge bonus for a hiring manager. Let them know that you want to be so good at what you do that the customer's understanding of the product might reach a level where they no longer reach out to your team as often.
Desiring challenges from an unpredictable environment.
A day in the life of a customer service representative can be extremely unpredictable. Adding this as an objective will make it clear that you're ready to hit the ground running. Plus, it will reassure the hiring managers that you know what you're applying for.
Growing your technical and product knowledge.
Learning is a huge part of customer service. So, showing eagerness to grow in technical and product knowledge is extremely vital to include on your resume.
Next up, let's talk about skills.
Customer Service Resume Skills
- Learning Potential
- Product and Industry Expertise
- Emotional Intelligence
Another important section to include is the skills that you've developed as a customer service professional. Here are eight good ones to highlight.
1. Learning Potential
This is the big one. No matter what level of knowledge you have about the product or the business, you're going to be trained and coached. With this in mind, you need to show a willingness to learn, whether it be in a classroom or on the phone with a customer.
Though somewhat self-explanatory, these skills become more nuanced when you think about the different types of customers a company has. Can you take a technical concept and clearly explain it to people of all backgrounds? Plus, in addition to customers, you're going to need to be able to effectively communicate with your team too.
This can range from scheduling adaptability to troubleshooting on the fly. What do you do when your "surefire" troubleshooting step doesn't work? Are you cool under the pressure of the follow-up question? No matter what your level of product knowledge is, having adaptability and flexibility is going to be an asset.
Even though many companies block time for their reps to be on the phone, it's likely that no one will tell you what to do with your day as a whole. Self-motivation is a huge personality trait in this position, because it's one that no training team or manager can teach. At the end of the day, you have to want to be there and want to help solve for your customers.
5. Product and Industry Expertise
While this trait isn't imperative for getting hired, it is a nice detail that can stand out on your resume. Showing that you have a firm understanding of the product and its industry lets hiring managers know that you're not only ahead of other candidates, but that you also have a genuine passion for the business.
6. Emotional Intelligence
While product knowledge may be optional at first, emotional intelligence isn't. Emotional intelligence refers to your ability to interpret the thoughts and feelings of others and respond to them in an appropriate way. This skill is incredibly important for service reps because it creates a personalized and delightful customer experience .
If you know the saying, "when life gives you lemons, you make lemonade," then your resume should make you look like an enterprise-level lemonade salesperson. Customer service is all about solving problems, and often, the solutions to those problems aren't clear. In many cases, reps need to think on their feet to come up with creative solutions to meet customer needs .
As a customer service rep, it's your job to do everything within reason to prevent churn . Sometimes, this requires creative problem-solving and the ability to improvise when things go wrong. Keeping cool and making the right choices in stressful situations is an incredibly valuable skill in customer service.
Once you've laid out your skills, you'll need to back them up.
Next up, let's talk about professional experience and accomplishments.
Customer Service Resume Experience & Accomplishments
In this section, you'll want to cover your recent professional experience in depth, especially with regard to your career progression, projects completed, and milestones reached.
Here are some examples.
Customer Service or Professional Experience
If you're applying for a position in customer service and you've already worked in a customer-facing role, make sure your resume highlights your industry experience. This includes what industry your company was a part of, what metrics you used to measure success, what goals you achieved, and the impact you've had on the company.
If you're applying for a customer service role and you don't have industry experience, do some brainstorming about the transferable skills and experiences that would serve you in a customer-facing role. For example, if your previous experience is in marketing, you've probably developed effective communication skills. And, most importantly, think about why you want to move into customer service so your resume effectively communicates that.
Career Progression and Advancement Details
Were you promoted in your last role? Did you ever manage a team? Did you collaborate with other colleagues on side projects, experiments, or campaigns? Were you tapped to lead an experiment or test case?
Make sure the experience section of your resume details examples of you being recognized or rewarded for going above and beyond. Hiring managers want to hire the best of the best, so make sure you highlight examples of this.
Volunteer or Community Involvement
If you're involved in your community, feel free to include that work on your resume as long as it's relevant to the position. Including experiences like these will help you stand out to employers. Plus, it gives hiring managers an idea of what you like to do outside of work.
Next up, let's talk about education.
Customer Service Resume Education
In this section, you'll want to make sure you showcase your educational background. This includes any classes, research, projects, or accolades that speak to your ability to excel, your commitment and grit, and your industry expertise.
Higher Education Background and Achievements
Make sure your resume details your highest levels of educational attainment. Note where you studied, what you studied, your GPA, and any particularly relevant projects or research you worked on.
It's okay if you didn't major in the industry you're applying to (not all of us have). But education helps round out your overall workplace knowledge and experience.
Additional Professional or Educational Training
If you've taken training courses, certificate programs, or attended classes as part of your on-the-job training, include those diplomas in your resume as well — especially if they might be part of the tech stack the team you're applying to uses.
Now that we've broken down what to include on your customer service resume, let's take a look at a few examples you can use as inspiration for your application.
Check out the list below for the top ten best customer service resume examples for roles across the industry. Each customer service resume sample includes what we like about it.
1. Entry Level Customer Service Representative
What we like: This resume is a great example of someone who has no direct customer service experience, but does have experience interacting with customers of different backgrounds. The fictitious Justine has made a clean-looking resume that clearly states the experience she has had working with customers, and shows familiarity with hitting a metric of some kind in her sales position.
2. Mid-Level Customer Service Representative
What we like: "Lily's" resume is a great example of someone who has a mixed background with both directly and tangentially-relevant experience. She was a bank teller before she broke into the customer service industry, and putting it on her resume shows diversity and opens a conversation about why she began a career in customer service.
3. Experienced Customer Service Representative
What we like: It's easy to tell right away that "Marie Clark" has been killing it in the customer service industry for some time now. She takes some space at the top to highlight what sets her over the edge as an applicant, making it clear she loves what she does and wants to make a career out of it.
4. Personalized Customer Service Resume
What we like: This clean and creative resume helps the candidate stand out right off the bat while still allowing room to fit all of their awesome experience. The addition of a photo adds a face to their qualifications. And in a career where you might communicate with customers solely over email or phone, it's important to show that you're more than just a faceless resource.
5. Classic Customer Service Resume
What we like: This is a prime example of a no-nonsense resume that still looks great. It's classic, clean, and clear, which can be a relief to recruiters and hiring managers who may look at hundreds of resumes a day. This formatting allows your experience to speak for itself, and would be a great option for a candidate who has a lot of prior experience.
6. Formal Customer Service Resume
What we like: This resume is an effective mix of the first two we've shown in this article. The pops of color and headshot show uniqueness while the formatting leaves a lot of space for what you want to include. It's muted and easy to read, so no one element is overwhelming to the point of throwing it off balance.
7. White Space Customer Service Resume
What we like: This resume stands out because it's the first one we've seen in the article that utilizes the full width of the page. If you really need the extra space, this single-column format allows those extra inches on the side so your qualifications take up less vertical space. This can help your resume look less bunchy, and is extremely easy for your potential employers to follow.
8. Customer Support Engineer Resume
What we like: This customer support engineer resume lets the skills and experience speak for themselves. It's simple, straightforward formatting might not be advisable for a creative role, but for a technologist, it's not as mission-critical as standing out and impressing a hiring manager.
9. Customer Service Manager Resume
What we like: This customer service manager resume highlights this candidate's experience and impact, which is critical when applying for a leadership role. Using color, a modern font, and bullet formatting, this resume effectively divides the different sections while highlighting the most important aspects of this candidate's background.
10. Call Center Resume
What we like: This resume outlines all of the skills and qualifications needed to work in a call center. It starts by listing the candidate's key attributes then backs them up using their professional experience. On the right, it outlines other skills that the candidate possesses and categorizes them by either "hard" or "soft." This not only tells an employer what this candidate can do, but it also shows that they're organized and think logically.
The best customer service resume is the one that gets your foot in the door to "wow" them during the job interview. Take the time to build out a resume that truly makes you and your accomplishments shine.
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How to Write a Customer Service Resume Summary (Examples)
By Status.net Editorial Team on November 15, 2023 — 7 minutes to read
A customer service resume summary is a brief overview of your skills, experience, and strengths in the field. This section helps potential employers quickly grasp your abilities and determine if you’re a good fit for their organization.
Key Components of a Great Customer Service Resume Summary
Start with your title.
Choose a title that accurately represents your professional background in customer service. Some common titles include Customer Service Representative, Call Center Agent, or Front Desk Associate. Your title sets the tone for the rest of your summary, so be concise and clear.
Mention Your Experience
In your first sentence, talk about how many years you have been in the field and the types of industries or companies you have worked for. This will help establish your credibility and show prospective employers that you have experience in their specific industry.
For example, “With over 5 years of customer service experience in the retail and hospitality industries…”
Assert Your Skills
Highlight the most relevant skills for the customer service job you’re pursuing. Focus on a few key hard and soft skills, such as communication, problem-solving, and detail-oriented. Make sure to use specific examples or scenarios where you have demonstrated these skills.
For example, you could write, “Possess strong communication skills, proven through resolving customer complaints and helping callers find the right products and services.”
State Your Achievements
Finally, share some notable accomplishments from your customer service career. Use quantifiable data when possible to show the impact you have made in your previous roles. This could involve mentioning how you improved customer satisfaction ratings or handled a high volume of customer inquiries daily.
For example, “Increased client satisfaction by 20% in a previous call center position and consistently met performance metrics for handling 80+ calls per day.”
How to Write a Customer Service Resume Summary
To create an effective summary, follow these tips:
- First, highlight your most relevant skills and experiences. Keep your focus on customer service-related positions and tasks. You can mention soft skills such as active listening, empathetic problem solving, and clear communication alongside technical skills such as proficiency in customer relationship management software or specific company tools. For example: “ Seasoned customer service professional with 5 years of experience working in fast-paced call centers. Expertise in resolving complex customer issues, utilizing CRM software, and maintaining high customer satisfaction ratings.”
- Next, emphasize your accomplishments and any quantifiable results from your previous roles. Including concrete numbers, percentages, or any measurable improvement gives a clearer picture of your past success and hint at your potential. For example: “Reduced average call handle time by 20% and consistently achieved a 95% satisfaction rating in a high-volume customer support center.”
- Don’t forget to tailor your summary to the specific job you’re applying for. Carefully read the job description and identify the most important requirements. Adapt your resume summary to showcase how your skills and experiences align with these key points. For example, if a job posting mentions the need for strong teamwork skills, you might add: “ Collaborative customer service expert with a talent for building relationships and fostering teamwork.”
Practical Examples of a Customer Service Resume Summary
When crafting a solid resume summary, focus on your achievements and skills that make you the perfect fit for a customer service role:
Friendly and empathetic customer service professional with 5 years of experience in high-volume retail settings. Proven track record in resolving customer complaints and increasing customer satisfaction rates by 20%. Strong multitasking and problem-solving skills, able to maintain a positive attitude under pressure.
Highly organized customer service specialist with a background in administrative support and 3 years of experience in a fast-paced call center. Proficient in CRM software, data entry, and providing timely responses to customer inquiries. Consistently recognized for excellent phone etiquette and dedication to customer satisfaction.
Energetic customer service representative with extensive experience in hospitality and tourism industries. Known for exceptional communication skills, handling difficult situations calmly, and swiftly resolving issues to enhance the guest experience. Bilingual in English and Spanish, effectively bridging the language gap for international customers.
Carefully tailor your customer service resume summary to the job description and highlight your most relevant qualifications. Using strong action words like “managed,” “assisted,” “coordinated,” or “improved” can give your resume an extra boost.
To make your resume stand out even more, consider adding a few numbers to showcase your achievements. For example, mention how you increased customer satisfaction ratings, reduced wait times, or helped the company generate more revenue.
Adjust your resume summary as needed when applying to different positions or industries, emphasizing the skills and achievements that best match the role you’re seeking. The more specific and tailored your resume summary is, the better your chances of catching the eye of a hiring manager.
Template for a Customer Service Resume Summary
1. Start with an adjective that describes you. Use a positive and descriptive term, such as “friendly” or “efficient.”
2. Mention your years of experience in customer service. If you have a substantial work history, specify the number of years. For example, “5 years of experience.”
3. Highlight your expertise or specialization. If you have an area of expertise within customer service, be sure to include it. For instance, “specializing in technical support” or “expert in retail customer care.”
4. Showcase relevant accomplishments or skills. Pick one or two notable achievements from your career that demonstrate your ability to excel in customer service. For instance, “resolved 95% of customer concerns within 24 hours.”
5. End with a targeted goal. Clearly state what you aim to achieve in your next role. For example, “seeking to provide exceptional support and grow with a fast-paced company.”
Putting it all together, your customer service resume summary might look something like this:
Friendly customer service professional with 5 years of experience specializing in technical support. Resolved 95% of customer concerns within 24 hours. Seeking to provide exceptional support and grow with a fast-paced company.
Now, it’s time to customize the template for your situation. Be true to your strengths and accomplishments, and tweak it to meet the specific requirements of the job you’re applying for. A well-written, tailored resume summary can be a powerful tool in landing that perfect customer service position!
Tips for Writing a High-Impact Summary
Use powerful words.
Choose strong action verbs to demonstrate your customer service skills. Instead of saying “worked with customers,” use “assisted,” “helped,” or “collaborated.” To show problem-solving abilities, use words like “resolved” or “troubleshooted.” This choice of words will create an impressive summary that grabs the reader’s attention.
Keep It Concise
Your summary should be brief and to the point. Aim for 3-4 lines that quickly highlight your most relevant skills and experiences. Avoid lengthy explanations, and instead focus on showcasing key customer service skills, such as communication, problem-solving, empathy, and multitasking.
Tailor It to the Job Description
Customize your resume summary by incorporating keywords and phrases from the job posting. Align your qualifications with the specific role you’re applying for to show that you are the perfect fit. For example, if the job description emphasizes the need for a friendly and patient demeanor, use those exact words in your resume summary. This will make your resume stand out to hiring managers and show that you understand the unique requirements of the position.
Frequently Asked Questions
What are the key elements to include in a customer service resume summary.
When writing a customer service resume summary, focus on showcasing your skills, experience, and achievements. Key elements to include are your experience in customer support, communication skills, problem-solving abilities, and knowledge of customer service tools and technologies. You should also mention any quantifiable results, such as improved customer satisfaction ratings or reduced response times.
Can you provide some examples of effective customer service resume headlines?
- “Experienced customer service professional with a track record of achieving customer satisfaction.”
- “Customer service expert with exceptional communication skills and proven success in resolving conflicts.”
- “Dedicated customer support specialist with extensive knowledge of CRM systems and call center environments.”
- “Result-driven customer service representative with a passion for creating memorable customer experiences.”
How do you showcase customer service skills without experience on a resume?
You can highlight your customer service skills without experience by focusing on transferable skills from your past jobs or volunteer work. Mention skills like active listening, empathy, and adaptability, which are essential in customer service roles. Don’t forget to include any relevant coursework, certifications, or training programs you’ve completed. Related: How to Write a Career Change Cover Letter [Examples]
What are some alternative phrases for describing customer service in a resume?
- “Client relations”
- “Customer support”
- “Customer experience”
- “Customer success”
- “Client satisfaction”
What makes for a well-written customer service resume description?
A well-written customer service resume description should clearly highlight your skills, experience, and achievements as they relate to the job you’re applying for. Make sure to use strong action verbs, such as “managed,” “improved,” or “resolved,” to show your impact. Quantify your accomplishments where possible by including numerical data, percentages, or other specific indicators of your success.
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Customer Service Resume: The Ultimate Guide with Samples & Templates
Building a killer customer service resume is the key to standing out and making it to the first round of interviews in the ever-competitive field of customer support.
Your resume — the lens through which companies can get a glimpse of you, your experience, and your accomplishments — is the first thing that recruiters will come across.
So it’s absolutely crucial that you build an awesome customer service resume. We’ve drafted this article to help you do just that — put together the one-pager that will help you land a great customer service job. By the end of this article, we hope to have helped you.
- Gather the information required
- Optimize for an applicant tracking systems (ATS)
- Figure out a structure for your resume
- Frame your cover letter
- Bonus: Find some good job boards to monitor for great opportunities.
Let’s get cracking.
What to include in your customer service resume?
Resumes are meant to give people a brief gist of your knowledge, qualifications, and experience, aka what you know and what you’ve done.
We’ve built the following list after taking a thorough look at job descriptions and skills that customer service managers and recruiters value.
Here are the four sections to include in your resume, along with some tips on how to write them:
1. Your name and contact information
Start with the basics. Your resume must have your basic contact information — your professional email address and phone number. Your location (city and state) will determine if you’re within a company’s regional hiring requirements, so it’s not necessary to add your full address. The recent popularity of remote teams and cloud-based solutions might not restrict your chances anymore, but it’s still a good practice to provide this information.
You could also social media links, especially if you’re applying for a position in social media customer service. However, you can leave this out if you’re inactive or if you primarily use social media for personal opinions and interactions. It might be wise to double-check if you have ever referred to potential employer brands in a negative way.
2. Education and qualifications
Use this section to showcase not just your formal education and certifications but also non-academic qualifications that you’ve picked up along the way, including the tools and languages you’re familiar with. Here’s how you can describe each section:
Education: Keep this brief, even if it’s relevant. This section is often just a checkbox to recruiters — “Do they have a graduate degree? Have they been to college?”. So there’s no point elaborating on how your degree in mechanical engineering will help you support the customers.
Tools and technology: If you’ve used any popular customer support software or reporting software – mention it. Some companies need you to get started as soon as possible, and they’ll be relieved to hear that they don’t have to spend time training you in the tools they use.
Certifications: Adding certificates of online programs or classes you’ve completed shows that you’re constantly looking to learn and upskill. Certifications also add evidence to your skills and expertise. So include all certificates you’ve gotten right from a data analytics program to a course in professional communication.
Languages: Add languages that you are proficient in — if the company you’re interviewing for offers multilingual customer support, it might be an added advantage to show that you’re fluent in multiple languages, even if the job description doesn’t specify it.
3. Your work experience
Your prior experience in customer service is the most crucial part of your resume. This section will get a lot of focus, so you need to make sure that it shines.
Here are some points to keep in mind while describing customer service experience on your resume.
– Focus on achievements, not responsibilities. The goal of a resume is to showcase what you’ve achieved and not what you’re supposed to do. Research showed that the following modifications positively impacts resumes: – Action verbs increase the chances of an interview by 140%. – Industry buzzwords give a boost of 29%. – Leadership-oriented words can enhance a resume by 51%. 1
– Use numbers. You led a team, yes, but you know what’s more impressive? The fact that your team had an average 95% customer satisfaction rate during your tenure. Numbers showcase achievements in detail so quantify whenever you can.
– Use bullet points to provide clarity. Bullet points allow for quick skimming. A recruiter is probably going through multiple resumes in one sitting and might not want to read paragraphs about your achievements. Instead, within each of your previous jobs and roles, you can use bullets for:
- Key achievements and projects . Even if you’ve got a lot of projects to list, keep it brief and relevant.
- Awards . If you’ve won multiple awards, they deserve their own section. If you’ve won an award, you can mention it along with projects and key achievements.
– Call out the highlights in bold. Even though it’s a one-pager, no one will read your resume fully. Highlight whatever you want people to remember about you.
But wait, what if you don’t have any prior customer service experience?
If you’re fresh out of college or if you’re looking to switch industries, you can include the following sections in addition to your academic achievements to make up for the lack in experience:
Internships: As a graduate, an internship is akin to work experience. Even if you didn’t work in a customer service role in your internship, don’t hold back from adding it. Your contribution to the project and understanding of how things work in a company is substantial enough.
Projects: Include professional and personal projects that you’ve worked on that’s relevant to customer service. For instance, surveying how people feel about a particular brand or designing/developing a web page is the foundation of a customer satisfaction survey and a support portal launch respectively. As long as impacting a customer or an agent is the focal point of your project, you can include it.
Volunteer work: Add any volunteering work you’ve done since this shows that you are skilled at coordinating, communicating, and working in a team.
You can format your resume in the same order too.
#4. Customer service skills
Recruiting managers pay attention to your skills, so make sure you highlight them in your resume. You can either list them out as is, but it’s more effective if you pack them along with your achievements. We’ve made two lists of skills for agents and managers to make things easy for you.
Customer service skills for agents/specialists
i) Communication You must show that you’re skilled at communicating since you will be speaking to customers day in and day out.
How to add – Solved complex customer service issues before they spiraled by sharing updates proactively and following up with internal teams. – Maintained an average customer satisfaction score of <%> by communicating well and solving problems efficiently.
ii) Product expertise While product knowledge is something you can only develop on the job, you need to show that you have the aptitude and inclination to learn.
How to add – Maintained an average customer satisfaction score of <%> through good communication, developing product expertise, and keeping updated on industry updates.
iii) Problem-solving It goes without saying that you’re expected to be really good at solving problems. Not just the basic how-tos, but the more complicated ones that require you to come up with technical solutions too.
How to add – Skilled at resolving complex customer issues and managing customer expectations while ensuring compliance and consistency. – Maintained an average customer satisfaction score of <%> through good communication, developing product expertise, and exercising my problem-solving skills.
Pro tip: Make sure you highlight the points listed above. Here’s a breakdown of the percentage of e mployers across industries searching for these skills on resumes:
37% – problem-solving
32% – the ability to deal with complex situations
31% – communication 2
iv) Collaboration While some customer issues are pretty straightforward, a few others might require you to reach out to the product or sales teams for resolutions. You need to be skilled at inter-team collaboration to resolve complex customer issues.
How to add – Collaborated effectively across product, business, engineering, and operational teams. – Maintained an average handling time of <%> for issues that involved collaborating within and across teams.
v) Time management With multiple activities that need to be performed on a single ticket or a solution article, you’re going to have your hands full. So it’s important you cover time management.
How to add – Maintained an average handling time of <%> for issues in my queue including complex ones that required cross-team collaboration.
vi) Listening skills and empathy Your patience and ability to make customers feel understood shows how great a support rep you are.
How to add – You can quote customer feedback or internal recognition that alludes to your listening skills.
Customer service skills for managers
i) Planning Your role will require a lot of planning and strategizing, right from staffing, shift scheduling , and tooling, so start with achievements that reflect this skill.
How to add – Planned and implemented short and long-term plans that align with the business goals. – Developed and enabled agents to achieve team performance goals and objectives with a plan of action for each agent. – Experienced at building agent schedules by balancing workload.
ii) Conflict and stakeholder management You’re bound to encounter conflicts within the team and the organization. So, it would help if you showed that you’re good at diffusing these difficult situations.
How to add – Successfully navigated through situations with limited control and competing stakeholder priorities. – Owned and led the effort to resolve escalated customer issues satisfactorily.
iii) Coaching As a team leader, you need to coach your team, help them upskill, and grow professionally. Your team will also lean on you to get through the rough days where there are too many tickets, or too many frustrating customers. It’s up to you to help them get back on track and ensure they are happy.
How to add – Improved average resolution time from x% to y% through contextual enablement and training. – Skilled at simplifying technical information, communicating policies, and being the primary source of information for the team. – Reduced employee attrition from x% to y% through consistent mentoring.
iv) Data management You need to be comfortable with numbers to report on team performance and customer satisfaction and communicate the same effectively.
How to add – Owned and drove performance metrics with the team and improved average response and resolution times/team productivity by <x%>. – Critically analyzed ticket trends and offered solutions to agent bandwidth issues.
#5 References (optional)
If you’ve been asked to provide references, then remember – the perfect references are a trifecta of a peer, a manager, and a customer.
Peers can attest to your great interpersonal relationship skills, customers can confirm that you’re a very empathetic individual and managers can attest to your goal setting and achievement process.
Pro tip: If you can’t find a customer to act as your reference, use customer satisfaction survey responses to showcase your skills.
If you’re a people manager, the fourth reference would be from a reportee.
How to make your customer support resume ATS-friendly
Hiring is mostly a digital process now so you might apply for a job, get selected, interview for a job, get an offer, accept it and join the company without any kind of paperwork involved.
An ATS (applicant tracking system) is something recruiters use to manage the entire hiring process. Recruiters can post jobs to job boards, use it to manage employee referrals, schedule interviews, collect feedback, and make offers.
A lot of candidates are concerned about an ATS (specifically about beating one) because recruiters sometimes use applicant tracking software to screen resumes. Some ATS allow recruiters to set up keyword filters that check resumes and reject them if the keywords are not found.
For instance, if someone is hiring for a customer service lead, they might set up a filter to reject resumes without “customer service lead” in them because they want people who already have experience. The way an ATS does this is that it parses resumes and checks keywords against the content.
The only thing we can say is: Use the job description to get keyword clues. If they’ve mentioned that they’re looking for someone who’s used a help desk, and you have, use the word “help desk” and not “customer support software” even if that’s what you. This way, you can be sure that your resume will “beat” the ATS.
How to format your customer service resume
The art of formatting a resume is pretty straightforward. All you have to remember is this: K.I.S.S – Keep it simple, silly.
Resumes are meant to be brief one-pagers that people can quickly scan to make sure you check all the boxes on their checklist. So the important thing to do is to keep everything simple. As for design, pick a format that doesn’t make your resume look dense and wordy.
Here’s an example of a customer service manager’s resume that is in line with what we mean 3
A resume can be formatted in three different styles:
– Chronological (first job first). This is the most frequently used style and is great if you want to showcase your experience in a particular field.
– Functional. Here skills become sections, and your experience at different companies become references for your skills.
– A mix of both.
Pick whatever format that isn’t distracting from the key information, and works for you. Just remember that the tried-and-tested order is: work experience, education, qualifications plus other sections you’d like to include like hobbies.
Pick a font that’s easy to read and make sure to use the same font throughout, no matter how strong the urge to play around with different ones. Also, the more familiar a font, the easier it is for the recruiter to read your resume. Here’s a list of fonts that are both recruiter and ATS-friendly:
Also, you need to stick to the same font but not the same font size. Use a decreasing font size starting with the headings, sub-headings, and body. Use rich text formatting when you want to highlight for emphasis.
Bonus: Customer support resume proofreading checklist
Even the most impressive of resumes will fail to win a recruiter over if poorly written or formatted. Grammatical mistakes and spelling errors only show that you haven’t paid attention to your resume and that you’re probably not very interested in the job because if you were, you’d have made sure to proofread.
So run a careful eye over your resume before you send it to a recruiter. You can also use a tool like Grammarly to do a basic grammar check or ask a friend to look it over.
We made you a proofreading checklist too:
– Is everything formatted correctly?
– Any sentences where there should be bullet points?
– Any out-of-place icons?
– Is your font clear and easy to read? Is the font type consistent?
– Have you used consistent tense throughout your resume?
– Have you used too much jargon?
An added bonus for you is this resume formatting checklist from Zety — it covers just what you need to ensure your resume looks professional.
The last but most important tip is to name your file something that will help the recruiter easily find it.
Recruiters read tens and hundreds of resumes and their downloads folders are filled with countless variations of “My_Resume” and “Job_title_resume”. So name your file well and make it count. “First name_last name_Resume” will do just the trick.
How to write a customer service resume summary and objective
A summary gives the hiring manager an idea of what you can bring to the table if you get the job. So this needs to be an account of your skills, traits, goals, and what you set out to accomplish in the company.
Pro tip: Do your research and find out what the company values by connecting with someone who’s already doing what you want to do and get some tips.
Here’s a sample customer service resume summary for the role of a customer support and technical writer at ApplePie –
An objective is a statement used to communicate career goals. Objectives are not must-haves in your resume. Any objective/declaration you have can be made in the cover letter – the email where you explain why you are the best person for the job in the particular company and attach your resume — more on cover letters below.
How to write and format a cover letter for customer service
A cover letter is where you really need to sell yourself. A convincing cover letter can get you an interview even if you have a skill gap when compared to other candidates.
Not counting the salutation and signature, a cover letter has three main sections:
– Why you’re perfect for the company
– Why the company is perfect for you
#1 The hook
The hook is what gets the attention of the person reading the letter. It’s the most important part of your letter because if the hook isn’t catchy, then the rest of your letter might as well not exist.
Identify the most important requirement in the job description and use it to frame your hook.
If the company is looking for someone to help write documentation for users so they can help themselves, here’s how we’d write the hook:
ApplePie is one of my favorite companies to work for, not just because of all the cool stuff like the remote working situation, but because of your commitment to giving the best support possible to customers. I too am deeply passionate about customer support, especially user education, which is why I built a knowledge base with FAQs for Acme Inc., thus reducing ticket creation by 30% and freeing up the support team to focus on strategy.
The hook has to pique their interest in such an impactful way that they don’t even want to look at any cover letter beyond yours!
#2 Why you’re perfect for the company
Here’s where you pull out the big guns and sell yourself by showcasing goals and achievements to complement the company’s job description. You can use anecdotes too, just make sure to frame it in terms of the impact of your actions, rather than the effort you put in.
For instance, if you stayed up all night to help a customer with an issue, talk about what it led to. Did the customer decide to upgrade as a result of your efforts? Did it help you institute a process that led to fewer cancellations or more upgrades? You get the picture.
If you have a screenshot of a customer compliment or a commendation from a manager, insert it to add weight to your cover letter.
Let’s say that ApplePie needs someone who can help write self-service documentation or knowledge base articles for users so they can help themselves and someone who will work with the product team to build tools that help increase the quality of support.
In my current role at Acme, I have worked on all of our support initiatives, both transactional and strategic. Last year, my key initiative was to build the knowledge base to deflect tickets and reduce the resolution rate by 30%. I also worked with the product team to identify FAQs and build a bot that could handle commonly asked questions.
#3 Why the company is perfect for you
Now that you’ve stated why you’re perfect for the job, you have to convince them that this is a job you’re excited to undertake as well.
Propose a project and all the ways in which you can enhance your knowledge by working on it. For instance –
I know that ApplePie’s plans involve a comprehensive knowledge base, including both written articles and videos. This is perfect for me because I would love to leverage and build upon my video creation and execution skills to achieve your goals.
#4 The closer
The closer is best kept simple.
The perfect way to wind up would be by saying you’d love to get in touch and talk about the kind of value you’d bring to the table. Continuing with the ApplePie example –
I would love the opportunity to discuss your support initiatives and see how my experience can help ApplePie achieve its goals.
Now that you have a resume and a cover letter, it’s time to find that job. We’ve put together a list of job boards that you can check frequently for job openings.
Bonus – Customer service job boards
We’ve split this list into three parts, one for customer support, one for all openings, and another one specifically for women.
#1 Support specific job boards
– We work remotely
– Working Nomads
#2 Everything job boards
#3 Job boards for women
– Women for Hire
– Women’s Job List
– Women Who Code
– Hire Tech Ladies
– Power to fly
– Career Contessa
You could also consider joining customer support Slack communities like Support Driven where support reps gather to discuss work. This way, you can make a few friends, pick up a few tips and maybe even find your next job. You could also read about how the Freshdesk-Slack integration work.
Sources: 1 – https://financesonline.com/resume-statistics/ 2 – https://financesonline.com/resume-statistics/ 3 – https://www.canva.com/templates/?query=customer%20service
How to create cost-friendly customer experiences, how to deal with difficult customers.