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5 Retail Customer Service Resume Examples for 2024

Retail Customer Service Resume

• Retail Customer Service 2
• Retail Customer Service 3
• Retail Customer Service 4
• Retail Customer Service 5
• Retail Customer Service Resume Writing 101

You greet every customer with a smile, readily offering up product information and directions on where to find sections in your store. Customer questions about merchandise are no problem—and you restock shelves and refresh displays with ease.

But what about your resume or writing a cover letter for a job ? How do you show you can do all the usual retail customer service tasks and more?

You don’t need to worry because we’ve been helping retail employees nab their dream jobs for years! Check out our three proven retail customer service employee resume examples and resume tips to get going.

or download as PDF

Retail Customer Service 2 Resume

Retail Customer Service 3 Resume

Retail Customer Service 4 Resume

Retail Customer Service 5 Resume

Related resume examples

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• Bilingual Customer Support
• Custom Service Consultant
• Customer Service Agent
• Customer Service

What Matters Most: Your Skills & Work Background

Skills are the most easily-skimmable way for recruiters to get an idea of what you’re capable of. They won’t spend long reading while they’re narrowing down the resume pile, so make it clear that you can arrange a display and restock at top speed.

Tailor each skill to your profession. In retail customer service, you probably utilize a lot of soft skills like de-escalation and active listening, so be strategic about what you list instead of flattening your abilities into generic terms like “people skills” or “hard-working.”

Ask yourself questions like “ What do I help customers with?” and “ How do I work on bettering my employer’s reputation?” And add a few hard skills , too—just to show how well-rounded you are.

9 most popular retail customer service skills

• Problem-Solving
• Conflict Resolution
• Detail-Oriented
• Data Analysis
• Display Planning
• Google Sheets

Sample retail customer service work experience bullet points

As important as your skills are, your work experience can make you stand out even more. After all, many retail customer service duties share a pretty universal foundation, making your individual experiences and accomplishments key selling points.

Take a look at your skills list and think of the most versatile and impressive situations when you put them to use. What did you do to help defuse a customer conflict? How did your prowess with seasonal displays improve store ratings?

Oh, and those ratings are examples of metrics, or quantifiable ways that you can measure the impact you’ve had. Since your goal is to show your abilities in action, you’ll need to measure the difference you made for your store and its customers.

Here are a few quantified examples of what recruiters like to see:

• Exceeded sales targets by 14% by maintaining a robust knowledge of inventory and customer needs
• Re-stocked inventory and updated back-end inventory systems using MS Excel to reduce error instances by 11%
• Assisted an average of 124+ customers per shift, ensuring customer satisfaction and surpassing targets by 23%
• Managed customer returns and surpassed previous customer service satisfaction rate of 92%
• Leveraged compassion and empathy to resolve 97% of customer issues or questions

Top 5 Tips for Your Retail Customer Service Resume

• Again: Since many different customer service roles call upon the same skills, make sure you highlight the ones that make you stand out, like inventory error reduction or exceeding store-wide sales goals. Think of ways you applied your skills creatively in various situations.
• Recruiters only spend an average of a few seconds skimming your resume, so you want to cut right to the chase with your experience points. There’s no room to ramble, so slam out those customer assistance stories and satisfaction or budget metrics immediately.
• Another way to keep recruiters happy is to ensure that your resume template’s layout is super easy to skim. Don’t over-crowd things, and let your biggest selling points take the spotlight—like that time you completely revamped the inventory system to reduce budget waste!
• If you find yourself struggling to spruce up your fourth customer satisfaction percentage, use context to add interest! Carry your experience further with ratings or dollar amounts from as many different sales strategy projects and customer resolution scenarios as possible.
• This should go without saying, but make sure you maintain a positive tone in your experience section, even when referring to stressful situations. Instead of focusing on a problem like customer conflict, mention it briefly for context and then enthusiastically emphasize your customer solutions.

For sure! But it’s not as daunting as it sounds: The job description is your friend here. Go back, re-read it, and look for specific objectives like customer retention or profit margin improvements. Just reflect those and switch them out for each new role, and you’re good!

You can use creative wording in your experience section, as long as it’s appropriate for retail customer service and matches the vibe of the job ad you’re responding to. Don’t go too off the wall, though—and don’t use distracting colors or fonts, either. Readability comes first!

Actually, yes. It’s best to avoid metrics involving random numbers that don’t really measure your impact. Examples include free-floating headcounts of team members or customers that you assisted. Go a step further: What did you accomplish in a team setting? What percentages or sales profits did you bolster with exemplary customer service?

• • Led a team of 15 customer service associates, enhancing customer satisfaction rates by 25% through strategic training and development initiatives.
• • Implemented new CRM software, optimizing customer interaction processes and reducing average call resolution time by 15%.
• • Managed daily operations, ensuring timely response to customer inquiries and complaints, resulting in a 30% decrease in escalations.
• • Developed and executed customer feedback analysis campaign, leading to improved service delivery and product offerings.
• • Negotiated with vendors to introduce new customer loyalty programs, increasing repeat business by 20% within the first quarter of implementation.
• • Oversaw budget of $500k for customer service department, optimizing resource allocation and reducing overhead costs by 10%.
• • Managed client accounts totalling $1M in annual revenue, consistently meeting and exceeding service delivery expectations.
• • Conducted quarterly business reviews with key clients, resulting in an average client satisfaction score increase of 4.2/5.0.
• • Collaborated with cross-functional teams to resolve complex client issues, which reduced churn rate by 15% annually.
• • Developed and implemented a client onboarding process that shortened the average onboarding timeline by 25%.
• • Facilitated client training sessions for new product features, enhancing user adoption by 30%.
• • Coordinated internal and external meetings for teams of up to 50 employees, improving organizational efficiency.
• • Managed travel arrangements and accommodations for senior executives, achieving a 98% satisfaction rate for service provided.
• • Streamlined office supply procurement process, reducing annual costs by $10k.
• • Assisted with the implementation of a company-wide scheduling system, enhancing overall time management across departments.

5 Customer Service Retail Resume Examples & Guide for 2024

When crafting your customer service retail resume, it's vital to highlight your experience with customer interaction. Show that you can communicate effectively and handle queries with patience and empathy. Demonstrate that you're adept at problem-solving and providing solutions that satisfy both the customer and the company. Your resume should reflect your ability to work in a fast-paced environment while maintaining a customer-centric attitude.

All resume examples in this guide

Traditional

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

Crafting a resume that effectively showcases your skills in customer service retail can be challenging, often because your most valuable experiences might be intangible soft skills rather than easily quantifiable achievements. Our comprehensive guide will provide you with tailored strategies to articulate these soft skills and present your retail experience in a compelling way that resonates with hiring managers.

• [Job title] resume samples that got people hired at top companies.
• How to perfect the look-and-feel of your resume layout.
• How to showcase your achievements and skills through various resume sections.
• How you could hint to recruiters why your resume is the ideal profile for the job.

If the customer service retail resume isn't the right one for you, take a look at other related guides we have:

• Channel Sales Manager Resume Example
• Automotive General Sales Manager Resume Example
• Clothing Store Resume Example
• Retail Sales Consultant Resume Example
• Cashier Manager Resume Example
• Call Center Representative Resume Example
• Sales Associate Cashier Resume Example
• Jewelry Sales Resume Example
• Regional Sales Manager Resume Example
• Technical Sales Representative Resume Example

Professional customer service retail resume format advice

Achieving the most suitable resume format can at times seem like a daunting task at hand.

Which elements are most important to recruiters?

In which format should you submit your resume?

How should you list your experience?

Unless specified otherwise, here's how to achieve a professional look and feel for your resume.

• Present your experience following the reverse-chronological resume format . It showcases your most recent jobs first and can help recruiters attain a quick glance at how your career has progressed.
• The header is the must-have element for your resume. Apart from your contact details, you could also include your portfolio and a headline, that reflects on your current role or a distinguishable achievement.
• Select relevant information to the role, that should encompass no more than two pages of your resume.
• Download your resume in PDF to ensure that its formatting stays intact.

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Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

If you happen to have plenty of certificates, select the ones that are most applicable and sought-after across the industry. Organize them by relevance to the role you're applying for.

The five (plus) definite sections your resume for a customer service retail job should include are:

• Header with your headline, contact details, and/or a preview of your work
• Summary (or objective) to pinpoint how your success aligns with the role
• Experience with bullets of your most relevant achievements in the field
• Skills to integrate vital job requirements (both technical and personal)
• Your further dedication to the field, showcased via relevant higher education and/or certifications

What recruiters want to see on your resume:

• Experience with point-of-sale systems and transaction handling
• Proven ability to handle customer complaints or issues effectively
• Demonstrated expertise in product knowledge and upselling techniques
• Record of maintaining a high level of store cleanliness and presentation
• Strong interpersonal and communication skills for delivering exceptional customer service

The customer service retail resume experience section: a roadmap to your expertise

The resume experience section provides you with an opportunity to tell your professional narrative.

Recruiters, reading between the lines of your resume, use the experience section to better understand your unique skill set, accomplishments, and what unique value you bring about.

Discover five quick steps on how to write your experience section:

• Curate only relevant experience items to the role and include the company, description, and dates; all followed by up to six bullets per experience item;
• Each experience item should feature tangible results of your actions - if you can include a number or percent, this will further highlight your aptitude;
• If you've received any managerial or customer feedback, use short excerpts of it as further social proof of your technical or people skills;
• Make sure you're using the appropriate verb tense when listing your responsibilities;
• Within the description for each role, you could summarize your most noteworthy and relevant achievements.

Now, take note of how a real-world customer service retail professional received opportunities at industry leaders with these resume experience sections:

• Administered exceptional customer service by accurately addressing customer concerns, which resulted in a 12% increase in overall customer satisfaction.
• Developed an innovative customer feedback system that gathered real-time responses from customers, driving a strategy that improved service offerings.
• Led a team of 10 customer service associates, providing training and mentorship that contributed to a 15% decrease in staff turnover.
• Efficiently processed over 200 transactions per day, maintaining accurate cash handling and ensuring reconciliation with minimal discrepancies.
• Initiated a cross-selling strategy that boosted accessory sales by 25%, maximizing average transaction values.
• Cultivated a store environment that prioritized customer engagement, fostering repeat business through personalized shopping experiences.
• Orchestrated the storefront merchandising which led to a 20% uplift in front-of-store product sales.
• Managed conflict resolution processes that resolved 98% of customer complaints without escalation to senior management.
• Championed a loyalty program that increased customer retention by 18%, solidifying a robust repeat customer base.
• Automated the returns process with a digital interface, reducing processing time by 30% and enhancing overall customer satisfaction.
• Curated monthly promotional events that consistently surpassed sales goals by 40%, creating a dynamic sales environment.
• Expertly navigated a high-volume call center, handling up to 150 customer inquiries per shift with commendable resolution efficiency.
• Spearheaded a customer-centric initiative that personalized shopping experiences, resulting in a 35% increase in customer lifetime value.
• Implemented strategic upselling techniques that achieved a consistent 10% growth in basket sizes across the fiscal year.
• Oversaw inventory management setup that reduced stock discrepancies by 95%, directly impacting store operations efficiency.
• Managed a high-end retail customer service desk, facilitating seamless shopping experiences for over 500 customers weekly.
• Collaborated with the marketing team to deploy in-store promotions that successfully elevated foot traffic by 30% during holiday seasons.
• Introduced a bilingual service option, widening market reach and improving service to non-English speaking customers by 20%.
• Enhanced product knowledge across the sales team, driving a 55% improvement in accurate product recommendations.
• Delivered ongoing customer relationship management, nurturing a 25% increase in repeat business year-over-year.
• Facilitated the integration of a new POS system, streamlining transaction processes and cutting average checkout time by half.
• Pioneered a virtual customer service interface, accommodating remote interactions and boosting engagement by 18% amidst the COVID-19 pandemic.
• Analyzed and optimized customer service workflows, which increased operational agility by adapting to real-time customer needs and trends.
• Cultivated partnerships with community organizations to increase brand visibility and community involvement, broadening customer base by 22%.

Quantifying impact on your resume

• Include the number of customers assisted per day to demonstrate customer service capacity and efficiency.
• List your sales conversion rate to highlight your effectiveness in driving sales.
• Document the percentage by which you exceeded your sales targets to show goal orientation and achievement.
• Specify the amount by which you helped reduce customer complaints to emphasize problem-solving skills.
• Mention the number of team members you trained to indicate leadership and mentorship abilities.
• Report any increase in customer satisfaction scores as a result of your service to showcase customer-centric performance.
• Detail the volume of transactions processed to convey your competency in handling workloads.
• State any awards or recognitions received for exceptional service to underline acknowledged performance excellence.

Action verbs for your customer service retail resume

What if my customer service retail experience doesn't match the requirements?

You've just graduated from college and may have no real world job experience . What should you include within your resume then?

Instead of making up information or adding irrelevant past jobs (e.g. your on-campus work during freshman year), you can:

• Shift the focus from your professional experience to your community impact with your volunteer work. This would showcase numerous soft skills you've built over time (e.g. interpersonal communication);
• Highlight the projects you've completed, as part of your coursework, or, on your own. Thus, you will align your technical background with recruiters' requirements;
• Consider spotlighting your transferrable skills. Or, what lessons and talents your current professional and personal experience has taught you and how they could benefit your potential employers;
• Even if you've had a few months of internship experience, that is relevant for the role, make sure to include this. Recruiters do care about the years of experience you happen to have, but, at the end of the day, your profile would also be assessed based on role alignment.

Recommended reads:

• How To Include Your Relevant Coursework On A Resume
• How to List Expected Graduation Date on Your Resume

The more time and effort you've put into obtaining the relevant certificate, the closer to the top it should be listed. This is especially important for more senior roles and if the company you're applying for is more forward-facing.

Customer Service Retail resume skills: the essential hard skills and soft skills checklist

Ultimately, your Customer Service Retail resume should hint to recruiters that you possess an array of talents that are indispensable to the role.

For example, listing the technologies and software you're apt at using (or your hard skills) and how you apply them in your day-to-day responsibilities would ensure you meet the technical requirements of the role.

But is this enough to ensure that you make a good impression on recruiters?

Go a step further by detailing the soft skills or personality traits you've attained thanks to your work and life experience.

The best way to balance hard skills and soft skills on your Customer Service Retail resume is by:

• Highlighting up to three of your most noteworthy career accomplishments in a separate section.
• Listing at least one hard skill and one soft skill you've used to solve a particular challenge or problem.
• Feature niche skills and technologies that would help you stand out amongst candidates.
• Think back on the social impact your efforts have had towards improving the work environment - were you able to always maintain a professional ethic, while enhancing the team culture? Write about your contribution to the role, department, or organization itself as a metric of success.

The skills section of your resume provides you with plenty of opportunities to detail your technical and personal traits.

All you have to do is select the talents that best fit your application and expertise. Make note of some of the most prominent hard and soft skills across the industry from our list:

Top skills for your customer service retail resume:

Point of Sale (POS) Systems

Inventory Management

Cash Handling

Product Knowledge

Retail Sales

Merchandising

Customer Relationship Management (CRM) Software

Basic Math Skills

Sales Reporting

Communication

Customer Service Orientation

Problem Solving

Active Listening

Adaptability

Conflict Resolution

Time Management

If you happen to have some basic certificates, don't invest too much of your customer service retail resume real estate in them. Instead, list them within the skills section or as part of your relevant experience. This way you'd ensure you meet all job requirements while dedicating your certificates to only the most in-demand certification across the industry.

Showcase academic background with education and certifications' sections

Listing your education and certifications should be a rudimentary part of your resume writing.

Including your relevant academic background - in the form of your higher education degree and niche-specific certificates - will prove knowledge of the industry.

For your education section:

• Start by including your degree, followed by start and graduation dates, as well as the institution;
• You could include relevant coursework, major/minor , or GPA, only if your've just graduated from college or if this information would further support your application;
• If you have an "ongoing" degree, you can still list it in case you think your diploma can impress recruiters or it's required;

Follow a similar logic for your certifications section by listing the institution, alongside dates you've obtained the certificate. For some of the most recent and relevant industry certificates , check out the next part of our guide:

The top 5 certifications for your customer service retail resume:

• Certified Customer Service Professional (CCSP) - National Customer Service Association (NCSA)
• Certified Customer Experience Professional (CCEP) - Customer Service Institute of America (CSIA)
• Retail Management Certificate (RMC) - Western Association of Food Chains (WAFC)
• Customer Service and Sales Certification (CSSC) - National Retail Federation (NRF)
• National Professional Certification in Customer Service (NCP-CS) - National Retail Federation Foundation (NRFF)

Always remember that your customer service retail certifications can be quantified across different resume sections, like your experience, summary, or objective. For example, you could include concise details within the expertise bullets of how the specific certificate has improved your on-the-job performance.

• Perfecting the Education Section on Your Resume
• When Should You Include Your High School on Your Resume?

Professional summary or objective for your customer service retail resume

customer service retail candidates sometimes get confused between the difference of a resume summary and a resume objective.

Which one should you be using?

Remember that the:

• Resume objective has more to do with your dreams and goals for your career. Within it, you have the opportunity to showcase to recruiters why your application is an important one and, at the same time, help them imagine what your impact on the role, team, and company would be.
• Resume summary should recount key achievements, tailored for the role, through your career. Allowing recruiters to quickly scan and understand the breadth of your customer service retail expertise.

The resume objectives are always an excellent choice for candidates starting off their career, while the resume summary is more fitting for experienced candidates.

No matter if you chose a summary or objective, get some extra inspiration from real-world professional customer service retail resumes:

Resume summaries for a customer service retail job

• With over seven years of experience in customer service management at high-volume retail stores, the applicant brings a proven track record of enhancing customer satisfaction and retention. Expertise in CRM systems, adept at conflict resolution, and recognized for orchestrating a 20% increase in customer loyalty at ABC Retail through dynamic engagement strategies.
• As a seasoned hospitality professional with five years of experience transitioning to the retail sector, this individual offers a unique perspective on customer service excellence. Proficient in multiple languages, experienced in VIP client management, and eager to leverage interpersonal skills to drive sales and build customer relationships in a dynamic retail environment.
• Accomplished IT expert with a decade of experience in customer support, seeking to apply technical troubleshooting prowess and customer service finesse in a fast-paced retail setting. Known for implementing a support ticketing system that reduced response times by 30%, and enthusiastic about providing an exceptional retail experience by merging tech-savviness with personable customer interactions.
• A recent graduate with a passion for fashion and a deep drive to excel in customer service, eager to contribute a fresh perspective and boundless energy to a thriving retail team. With hands-on experience from part-time roles and internships, this enthusiastic applicant aims to further develop tactical skills like inventory management and POS systems usage, while delivering unparalleled customer service.
• Aspiring to bring a charismatic and customer-centric approach to a first-time retail role, this candidate is armed with a strong foundation in communication and leadership from extracurricular activities and volunteer positions. Eager to learn, grow, and make a lasting positive impact on customers through attentive service and a proactive attitude in understanding their needs.
• Embarking on a retail career with a solid background in customer-facing roles within the food service industry, this candidate aims to translate a passion for people into creating memorable shopping experiences. Brings forth energetic and adaptable customer interaction skills, along with a record of improving customer satisfaction scores by 15% at XYZ Diner.

Other customer service retail resume sections to support your expertise and skills

Recruiters are always on the lookout for that customer service retail candidate who brings about even more value to the role.

This can be either via their personality or additional accreditations they have across the industry.

Add to your resume any of the four sections that fit your profile:

• Projects for your most impressive, cutting-edge work;
• Awards or recognitions that matter the most;
• Publications further building up your professional portfolio and accreditations;
• Hobbies and interests to feature the literature you read, how you spend your time outside of work, and other personality traits you deem may help you stand out .

Key takeaways

We trust that this Enhancv guide has been informative and useful. To summarize the essential points:

• Opt for a simple and readable format, focusing more on your customer service retail achievements rather than just duties;
• Emphasize your accomplishments in the customer service retail experience section over mere responsibilities;
• If lacking relevant experience, utilize various resume sections like education and volunteering to demonstrate your suitable skill set;
• Never overlook the significance of pertinent higher education, training, and certifications;
• Incorporate diverse sections in your resume to highlight not just your skills expertise but also your personality.

Looking to build your own Customer Service Retail resume?

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• Retail Customer Service Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on Retail Customer Service Resumes:

• Greet customers and ascertain their needs
• Respond to customer inquiries and complaints in a timely and professional manner
• Provide product and service information to customers
• Process customer orders and payments
• Resolve customer service issues in a timely and efficient manner
• Maintain customer records and accounts
• Assist with product displays and merchandising
• Monitor customer feedback and suggest improvements
• Assist with inventory management and stock replenishment
• Ensure compliance with company policies and procedures
• Participate in team meetings and training sessions
• Develop and maintain relationships with customers

Speed up your resume creation process with the AI-Powered Resume Builder . Generate tailored achievements in seconds for every role you apply to.

Retail Customer Service Resume Example:

• Implemented a new customer feedback system, resulting in a 25% increase in positive feedback and a 15% decrease in negative feedback within the first month.
• Developed and executed a training program for new hires, resulting in a 40% decrease in onboarding time and a 20% increase in customer satisfaction scores.
• Collaborated with the merchandising team to redesign product displays, resulting in a 30% increase in sales for targeted products.
• Managed inventory levels and implemented a new stock replenishment system, resulting in a 20% decrease in out-of-stock items and a 10% increase in sales.
• Developed and implemented a customer loyalty program, resulting in a 15% increase in repeat customers and a 5% increase in average order value.
• Resolved a high-priority customer complaint, resulting in a 50% increase in customer satisfaction scores and a 10% increase in positive online reviews.
• Implemented a new customer service tracking system, resulting in a 20% increase in issue resolution time and a 15% increase in customer satisfaction scores.
• Collaborated with the marketing team to develop and execute a successful holiday promotion, resulting in a 25% increase in sales during the promotion period.
• Developed and maintained relationships with key customers, resulting in a 10% increase in repeat business and a 5% increase in average order value.
• Customer service excellence
• Communication and interpersonal skills
• Problem-solving and conflict resolution
• Inventory management
• Training and onboarding
• Sales and promotion strategies
• Customer loyalty and retention
• Merchandising and product display
• Collaboration and teamwork
• Time management and organization
• Adaptability and flexibility
• Data analysis and reporting
• Relationship building
• Digital and social media proficiency

Top Skills & Keywords for Retail Customer Service Resumes:

Hard skills.

• Point of Sale (POS) Systems
• Cash Handling and Management
• Inventory Management
• Customer Complaint Resolution
• Sales Techniques and Strategies
• Product Knowledge and Demonstration
• Order Fulfillment and Processing
• Payment Processing
• Customer Service Metrics and Reporting
• Customer Relationship Management (CRM) Software
• Upselling and Cross-selling
• Merchandising and Display Techniques

Soft Skills

• Communication and Interpersonal Skills
• Active Listening and Empathy
• Problem Solving and Conflict Resolution
• Time Management and Prioritization
• Attention to Detail and Accuracy
• Patience and Tactfulness
• Adaptability and Flexibility
• Customer Service Orientation
• Sales and Upselling Skills
• Teamwork and Collaboration
• Positive Attitude and Enthusiasm
• Multitasking and Stress Management

Resume Action Verbs for Retail Customer Services:

• Collaborated
• Communicated
• Anticipated
• Prioritized
• Followed up
• Demonstrated

Generate Your Resume Summary

Resume FAQs for Retail Customer Services:

How long should i make my retail customer service resume, what is the best way to format a retail customer service resume, which keywords are important to highlight in a retail customer service resume, how should i write my resume if i have no experience as a retail customer service, compare your retail customer service resume to a job description:.

• Identify opportunities to further tailor your resume to the Retail Customer Service job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Complete the steps below to generate your free resume analysis.

Related Resumes for Retail Customer Services:

Retail customer service, customer service associate, customer service representative, customer service specialist, customer service coordinator, customer service lead, customer service manager, customer support specialist.

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Retail Customer Service Rep Resume Examples: Proven To Get You Hired In 2024

Jump to a template:

• Retail Customer Service Rep
• Retail Sales Representative
• Retail Sales Assistant
• Customer Service Specialist
• Sales Clerk

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• Retail Customer Service Rep Resume Tips

Retail Customer Service Rep Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., retail customer service rep resume sample.

This is an almost entirely customer-facing position. You will be the face of the company to the customer and will be on hand to lend a friendly face and to answer any questions they may have. You may also be tasked with dealing with customer complaints and offering solutions, as well as any cashier tasks, or sales tasks that may be assigned. This job requires a positive attitude, problem-solving skills, and excellent communication, among other soft skills. While no higher education is required, it would look good on your resume to have a degree. More importantly, however, is your experience. Recruiters want to see that you have had experience in customer-facing positions; preferably in the industry you are applying to. Take a look at this successful resume sample.

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your retail customer service rep resume in 2024,    gain certification to give you an edge..

Go the extra mile and gain customer service certification. It will show recruiters your commitment to the profession and will also show the knowledge and ability you bring with you. This applicant has three impressive certifications.

   Use your skills list to show task capabilities.

Show recruiters the functions of your job that you can do by using your skills list. Show them that you can handle customer service, sales, cashiering, etc. This applicant has done this very successfully.

Retail Sales Representative Resume Sample

Retail sales assistant resume sample, customer service specialist resume sample, sales clerk resume sample.

As a hiring manager who has recruited for companies like Walmart, Target, and Costco, I've seen thousands of resumes for retail customer service roles. The following tips will help your resume stand out and demonstrate you have the skills to succeed in a customer-facing role. Implement these and you'll be on your way to landing your next job in retail.

   Highlight your customer service skills

Retail customer service jobs require strong interpersonal skills. Show that you have what it takes by highlighting relevant skills in your resume:

• Resolved an average of 50 customer inquiries per day via phone and email
• Maintained a 95% customer satisfaction rating based on post-interaction surveys
• Diffused angry customers and provided solutions, resulting in a 20% increase in repeat business

Avoid simply listing generic skills without context, like this:

• Customer service skills
• Good communicator
• Problem solver

   Show your sales achievements with numbers

Many retail customer service roles also have a sales component. Hiring managers love to see candidates who can drive revenue. Use specific numbers to show your sales success:

• Consistently exceeded sales targets by 10-15% each quarter
• Upsold products to increase average order value by $8
• Generated $5,000 in new revenue by converting 25 trial users into paying customers

Don't make the mistake of simply saying you have "sales skills" without backing it up:

• Experienced in sales
• Can upsell products

   Emphasize experience with POS systems and cash handling

Retail customer service reps often use point of sale (POS) systems and handle cash and credit card transactions. Highlight your experience with these to show you need less training:

• Operated NCR POS system to process an average of $2,000 in transactions per shift
• Balanced cash drawer with 100% accuracy at the end of each day
• Trained 5 new employees on POS system functions and cash handling procedures

Avoid simply name-dropping POS systems without details on how you used them:

• Used NCR and Square POS systems
• Experienced with cash handling

   Include product knowledge and merchandising skills

Successful retail customer service reps have in-depth knowledge of the products they sell. They also understand merchandising techniques. Show this off in your resume:

• Memorized specs, features and benefits for 50+ top-selling products to provide expert advice to customers
• Increased sales of promotional items by 30% through strategic product displays and signage
• Analyzed sales data to determine optimal product placement, increasing revenue by 10%

Don't simply say you have product knowledge without specifics:

Extensive product knowledge across technology categories

   Mention achievements in efficiency and process improvement

Retailers value employees who can work efficiently and find ways to improve processes. If you have achieved results like the following, include them to impress hiring managers:

• Reduced average customer wait time by 20% by optimizing queue system
• Implemented new system for processing returns, decreasing average processing time from 10 minutes to 5 minutes
• Created training guide for new POS system that reduced average training time by 4 hours per employee

Avoid generic statements about being efficient without data to back it up:

• Highly efficient worker
• Improved various processes

   Show advancement and leadership potential

Hiring managers are always looking for candidates with leadership potential who can grow with the company. Show your future value by highlighting achievements like:

• Promoted to Shift Leader after 6 months due to strong job performance and leadership skills
• Managed a team of 5 customer service reps, coordinating schedules and providing coaching to improve performance
• Served as mentor to 10+ junior team members, providing training and advice

Don't just say you are a leader without evidence:

Natural leader with strong management potential

Writing Your Retail Customer Service Rep Resume: Section By Section

  summary.

A resume summary is an optional section that appears at the top of your resume, just below your contact information. While it's not a requirement, a well-crafted summary can be a valuable addition to your resume, especially if you're looking to change careers or have extensive experience in your field. A summary allows you to provide context and highlight key skills and experiences that may not be immediately apparent from the rest of your resume.

When writing a summary for a retail customer service representative position, focus on your most relevant qualifications and experiences. Avoid using an objective statement, as these are outdated and often fail to provide value to the employer. Instead, use your summary to showcase your customer service skills, retail experience, and any other qualifications that make you a strong candidate for the role.

To learn how to write an effective resume summary for your Retail Customer Service Rep resume, or figure out if you need one, please read Retail Customer Service Rep Resume Summary Examples , or Retail Customer Service Rep Resume Objective Examples .

1. Highlight your customer service skills

When crafting your summary, emphasize your customer service skills and experience. Retail customer service representatives need to be able to communicate effectively, handle customer complaints, and provide excellent service to ensure customer satisfaction and loyalty.

Here's an example of a summary that effectively highlights customer service skills:

Customer-focused retail professional with over 5 years of experience in providing exceptional service and resolving complex customer issues. Skilled in active listening, problem-solving, and building rapport with customers to ensure a positive shopping experience. Proven ability to maintain composure in high-pressure situations and consistently meet sales targets.

Avoid simply listing generic skills without context, like in the following example:

• Good communication
• Problem-solving abilities

2. Tailor your summary to the specific role

When writing your summary, it's essential to tailor it to the specific retail customer service representative role you're applying for. Research the company and the position to identify the key skills and experiences they're looking for, and incorporate those into your summary.

For example, if the job description emphasizes experience with a specific point-of-sale (POS) system, you might include something like this in your summary:

• Proficient in using XYZ POS system to process transactions, manage inventory, and generate sales reports.

On the other hand, avoid mentioning skills or experiences that aren't directly relevant to the role, like in this example:

• Experienced in graphic design and video editing.

While these skills might be impressive, they're not typically relevant to a retail customer service representative position and can distract from your more pertinent qualifications.

  Experience

Your work experience section is the most crucial part of your resume as a retail customer service rep. It's where you highlight your relevant experience, key accomplishments, and the value you've delivered in previous roles.

Hiring managers want to see the impact you've had, so it's essential to go beyond simply listing your responsibilities. Quantify your achievements, highlight promotions, and demonstrate your growth. Here are some key tips to help you craft a compelling work experience section:

1. Showcase your customer service skills

In retail customer service, your ability to interact with customers and resolve their issues is paramount. Highlight experiences that demonstrate your customer service skills.

• Resolved an average of 50+ customer inquiries per day, maintaining a 95% customer satisfaction rating
• Handled customer complaints tactfully, de-escalating tense situations and finding mutually beneficial solutions
• Trained 5 new hires on customer service best practices, contributing to a 20% reduction in customer wait times

Avoid simply listing generic responsibilities like "answered customer questions" or "processed transactions". Instead, provide specific examples that showcase your skills in action.

2. Use retail-specific action verbs

When describing your experiences, use strong action verbs that are relevant to retail and customer service. This helps paint a vivid picture of your contributions.

Instead of generic verbs like "worked" or "helped", consider using:

• Assisted customers with product selection, increasing sales by 15%
• Collaborated with team members to implement a new inventory system, reducing stockouts by 20%
• Resolved customer complaints, maintaining a 98% satisfaction rating
• Mentored new associates on sales techniques, contributing to a 10% increase in department revenue

3. Highlight your promotions and growth

Hiring managers love to see candidates who have grown and advanced in their careers. If you've been promoted or taken on additional responsibilities, make sure to highlight that in your work experience section.

Sales Associate, ABC Retail (2018-2020) - Consistently exceeded sales targets by 20%, earning a promotion to Senior Sales Associate within 18 months Senior Sales Associate, ABC Retail (2020-Present) - Mentored a team of 5 junior associates, contributing to a 15% increase in department sales

This example demonstrates the candidate's growth from Sales Associate to Senior Sales Associate, along with the impact they had in each role. It's much more effective than simply listing the job titles without context.

4. Tailor your experiences to the job

While it's tempting to include every detail of your past roles, it's crucial to be strategic and tailor your experiences to the job you're applying for. Focus on the experiences and accomplishments that are most relevant.

For example, if you're applying for a customer service manager position, emphasize your experiences in leadership, training, and problem-solving.

• Processed an average of 50 transactions per day
• Maintained store cleanliness and organization

While these responsibilities are important, they don't showcase your readiness for a managerial role. Instead, focus on experiences like:

• Led a team of 10 associates, achieving a 20% increase in customer satisfaction ratings
• Developed and implemented a new training program, reducing onboarding time by 30%

  Education

The education section of your resume for a retail customer service rep position is important to show employers you have the necessary background. It should be concise and highlight your most relevant schooling.

1. Put education at the top if you're a recent grad

If you graduated from college in the past 1-3 years, put your education section above your work experience. This is because your degree is likely your strongest selling point early in your career.

• Name of school
• Location of school
• Degree earned
• Graduation year
• GPA if above 3.5
• Relevant coursework, academic honors, extracurriculars

2. Keep education brief if you have 5+ years experience

When you have several years of work experience in retail customer service, your education becomes less important. Hiring managers will be more interested in your work accomplishments. So keep your education section short:

Bachelor of Arts in Communications University of Texas at Austin

Poor example:

Bachelor of Arts in Communications, Minor in Business Administration University of Texas at Austin, Austin, TX Graduated: May 2012 GPA: 3.2 Relevant Coursework: Intro to Marketing, Advertising 101, Business Writing

3. Include relevant certifications in education

If you've earned retail or customer service certifications, you can list them in your education section. This is especially helpful if you don't have a college degree.

• Certified Customer Service Professional (CCSP), 2020
• Certified Sales Associate (CSA), National Retail Federation, 2019

Avoid listing minor online courses or workshops that didn't result in a certification recognized in the retail industry. Focus on substantial professional development.

  Skills

The skills section on your resume for a retail customer service rep position is critical. It's where you highlight the key abilities that make you qualified for the job. Hiring managers and applicant tracking systems (ATS) quickly scan this section to see if you have the right mix of skills they need.

Here are some tips to write a strong skills section on your retail customer service rep resume:

1. Include a mix of technical and soft skills

As a retail customer service rep, you need both technical skills like operating POS systems and soft skills like communication and problem-solving. Make sure to include a balance of both on your resume.

Avoid listing only soft skills like this:

Communication Teamwork Problem-solving Multitasking

Instead, aim for a mix of specific technical and soft skills that relate to the job:

POS systems (Square, Shopify POS) Inventory management Customer service Sales Problem resolution Interpersonal skills

2. Tailor your skills to the job description

Many companies use applicant tracking systems (ATS) to automatically screen resumes. These systems look for specific keywords from the job description. To get past the ATS, make sure the skills you list closely match what's in the job ad.

For example, if the job description says:

"The ideal candidate will have experience with Shopify POS and inventory management systems."

Then make sure to include those specific skills:

Shopify POS Inventory management systems

Avoid just listing broad or generic skills that aren't mentioned, like "Sales" or "Customer service". Use the exact keywords and skills from the job ad.

3. Group your skills into categories

If you have a lot of skills, consider grouping them into categories to make the section easier to read. Common categories for a retail customer service resume might include:

• Customer Service Skills : Customer needs assessment, product knowledge, complaint resolution, sales
• Technical Skills : POS systems, inventory tracking software, Microsoft Office
• Language Skills : Fluent in English and Spanish

Grouping your skills into 2-3 main categories helps highlight your different areas of expertise in an organized way.

4. Provide proof of your skill level

Anyone can simply list a bunch of skills on their resume. To make your skills section more impactful, provide some proof or context around your level of expertise.

There are a few ways to do this:

• Add years of experience. E.g. "Customer service (5+ years)"
• Include certifications. E.g. "Certified Retail Analyst (CRA)"
• Mention proficiency level. E.g. "Spanish (fluent)"

Providing some additional detail around how long you've used a skill or what level you're at helps validate your abilities to hiring managers.

Shopify POS (3 years) Inventory management (5 years) Spanish (fluent) Product sales (exceeded quota by 20%)

Skills For Retail Customer Service Rep Resumes

Here are examples of popular skills from Retail Customer Service Rep job descriptions that you can include on your resume.

• Salesforce.com
• Technical Support
• Telecommunications
• Troubleshooting
• Customer Relationship Management (CRM)
• Customer Experience
• Customer Support

Skills Word Cloud For Retail Customer Service Rep Resumes

This word cloud highlights the important keywords that appear on Retail Customer Service Rep job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

Similar resume templates.

Customer Service

Customer Success

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Resume Guide: Detailed Insights From Recruiters

• Customer Service Resume Guide & Examples for 2022

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Use our free resume checker to get expert feedback on your resume. You will:

•  Get a resume score compared to other Retail Customer Service Rep resumes in your industry.

•  Fix all your resume's mistakes.

•  Find the Retail Customer Service Rep skills your resume is missing.

•  Get rid of hidden red flags the hiring managers and resume screeners look for.

It's instant, free and trusted by 1+ million job seekers globally. Get a better resume, guaranteed .

Retail Customer Service Rep Resumes

• Template #1: Retail Customer Service Rep
• Template #2: Retail Customer Service Rep
• Template #3: Retail Sales Representative
• Template #4: Retail Sales Assistant
• Template #5: Customer Service Specialist
• Template #6: Sales Clerk
• Skills for Retail Customer Service Rep Resumes
• Free Retail Customer Service Rep Resume Review
• Other Administrative Resumes
• Retail Customer Service Rep Interview Guide
• Retail Customer Service Rep Sample Cover Letters
• Alternative Careers to a Customer Support Representative
• All Resumes
• Resume Action Verbs

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Customer Service Resume [2024] - Examples & Guide

Looks great, right?! Follow the steps below to create a resume that’ll have employers in a frenzy to hire you.

You’re a customer service representative.

You keep customers satisfied by providing solutions to their concerns.

But now it’s time to ease your future employer’s concerns by providing a resume that shows your value as a customer service employee.

This involves highlighting your most notable skills and experiences.

Not sure how to do this?

Well, just follow the simple steps in this guide.

• An example of a finished customer service resume that works
• How to write a customer service resume that’ll fill up your interview diary
• How to make a customer service resume stand out [with top tips & tricks]

Before we get into the details, you can check the customer service resume example at the top, created with our very own resume builder .

Looking fore more specific resume examples? Check out this list of customer service resume examples:

• Barista Resume
• Bartender Resume
• Server Resume
• Waiter Resume
• Receptionist Resume
• Cashier Resume
• Event Planner Resume
• Flight Attendant Resume
• Bar and Restaurant Manager Resume

How to Format a Customer Service Resume

Before you can serve the hiring manager, you need to organize your work station!

But what do we mean by this?

Well, just like your work station, your resume needs to be arranged in a way that doesn’t lead to confusion and delays.

Choosing the correct resume format allows the hiring manager to instantly see your most notable achievements, instead of having to hunt for them. 

The most common resume format is “ reverse-chronological ”, and it is one that we always recommend to customer service representatives. 

The following two resume formats also get our approval…

• Functional Resume – If you’ve got the natural talent to help customers, but lack the hands-on experience, this resume format is recommended. A functional resume focuses on skills, which makes it ideal for those who lack experience or who have gaps in their employment history.
• Combination Resume – Have previous experience in the customer service industry? Then you may want to use this format. Specifically, the format combines both “Functional” and “Reverse-Chronological”.

Use a Customer Service Resume Template

Right, time to fire-up your text editor and get typing!

But wait there.

Although great for creating simple files, there are better alternatives when creating a customer service resume. 

You see, text editors don’t hold its structure, which can result in layout breakages.

Want to avoid an afternoon of headache? Use a customer service resume template. You can tailor any of the following resume templates for a customer service specialist resume.

What to Include in a Customer Service Resume

The main sections in a customer service resume are:

• Work Experience
• Contact Information

To really make an impression, you can also add these optional sections:

• Awards & Certification
• Volunteer Experience

Interests & Hobbies

So those are the customer service resume sections , but what do you write for each of them? 

Let’s find out!

Want to know more about the different sections? View our guide on What to Put on a Resume .

How to Correctly Display your Contact Information

You should treat your contact section with the same care that you treat your customers.

Failure to do so could result in misspellings and wrong numbers, which makes it impossible for the recruiter to offer you an interview! 

The contact information section on your resume must include:

• Professional Title – Align this to the role you’re applying for, so “Customer Service Assistant”
• Phone Number – Check each number carefully
• Email Address – Keep your email professional ([email protected]), unlike that one from your childhood ([email protected]).
• Location – City+Country
• Optional - relevant social media
• Joe Blogs - Customer Service Assistant. 101-358-6095. [email protected]
• Joe Blogs - Customer Service Hero. 101-358-6095. [email protected]

How to Write a Customer Service Resume Summary or Objective

Establishments are always on the lookout for customer service representatives.

But this fact only makes competition more intense.

And with this in mind, we shouldn’t be surprised that recruiters spend just a few seconds on each resume.

If only there was a way to get the recruiter hooked and read through your whole resume?

Fortunately, you can this with a resume summary or objective .

As a customer service representative, you know that friendly introductions go a long way. Similarly, both resume summaries and objectives are short paragraphs that introduce your skills and experiences. 

But what is the difference between a summary and an objective?

A resume summary is a 2-4 sentence summary of your most notable restaurant experiences and achievements.

• Enthusiastic customer service representative with five years of retail experience responding to all manner of customer inquiries. Career highlights included being awarded “Employee of the Month” for 36 months out of 48 months and receiving 99% positive customer survey results at XYZ Convenience. Seeking a role at ABC Tech, where my service skills can be leveraged to achieve and maintain the highest level of customer service.

A resume objective is a 2-4 sentence snapshot of your goals and aspirations.

• Passionate and hard-working student working towards graduating with a BA in History from UT Austin. Relevant experience includes serving customers in a campus bar. Eager to become the new customer service representative role at XYZ Tech to leverage interpersonal skills for the highest quality of service.

Got relevant work experience? Use a resume summary. 

Got the skills, but can’t back it up with experience? Use a resume objective.  

How to Make Your Customer Service Work Experience Stand Out

Recruiters hate nothing more than risk.

You see, their job is on the line if they hire the wrong person.

As such, you need to prove you have what it takes, and your work experience section is the easiest way to do that

Here’s the best way for customer service representatives to structure the work experience section:

• Position name
• Company Name
• Responsibilities & Achievements

Customer Service Representative 

YXZ Convenience Store

03/2017 - 04/2021

• Achieved highest up-sell rates in both 2017 (2.8%) and 2019 (3.2%)
• Worked at the customer information desk for 10+ hour shifts
• Welcomed 1000+ customers during store opening event
• Won “Employee of the Month” three months in a row by engaging with customers in personal, yet professional manner

The key here is to showcase how valuable you were to your previous employer. Doing so will have companies competing against each other for your skills.

Instead of saying…

“Spoke to all customers”

“Won “Employee of the Month” three months in a row by engaging with customers in personal, yet professional manner”

Simply put, the first sentence states that you spoke with customers, but it doesn’t say whether you were successful in doing so.  

The second statement goes into more detail and backs-up your claims with awards.

What if You Don’t Have Any Work Experience?

Maybe you’re a student looking for their first customer service job?

Or maybe, you have experience in the field, but never in a retail environment?

Don’t worry, as there are ways to get around this.

All you need are the core job skills and a willingness to learn.

And you can showcase this with related job experience or school projects. 

For example, if you’ve ever worked as a cashier, you can talk about any crossover skills and experiences. Just like a customer service representative, you were friendly, dealt with customers concerns, and operated a POS/computer. 

Use Action Words to Make Your Customer Service Resume POP!

Let’s image that you’re a job recruiter.

Sitting down to read the same generic resumes, one after another.

No one stands out. In fact, all resumes are blending into one.

This exercise highlights the importance of making your resume different from the other applicants. 

One of the best ways to do this is to use power words :

How to Correctly List your Education

After showcasing your experiences, you should delve into your education to date. 

There’s no magic tricks with this section, just enter your education history in this format:

• Degree Type & Major
• University/School Name
• Years Studied
• GPA, Honours, Courses, and anything else you might want to add

High School Diploma

Lynbrook High School, California

Graduated 2018

Still concerned about your education section?

The answers below may help you:

What if I haven’t finished my current education yet?

• No problem. Just mention your education to date

Should I include my high school education?

• It’s recommended to only include your highest form of education. If that’s your high school diploma, then list it

What do I put first, my education or experience?

• For a bartender role, your experiences always come first 

Need more advice? Check out our guide on how to list education on a resume .

Top 10 Skills for a Customer Service Resume

Whether you’re skilled enough to multi-task while on the phone or operate POS systems with ease, the recruiter is waiting to find out. 

However… to keep your resume to one page, you can’t list every skill you own.

So, which skills don’t make the cut?

It comes down to looking at the job description to identify what the company wants from their new customer service representative. 

Will the specific skill be beneficial to the company?

If so, list it!

For some inspiration, here are some of the best customer service resume skills:

Hard Skills for Customer Service Professionals:

• Computer Skills
• Mathematical Skills
• Product Knowledge
• Point of Sale (POS) Systems

Soft Skills for Customer Service Professionals:

• Personable and friendly 
• Endurance (long hours)
• Conflict resolution 
• Time management 
• Team player
• The hiring manager will typically ask interviewees for examples of when they have shown the skill listed. As such, only include skills that you actually posses.

Here’s a more comprehensive list of 100+ must-have skills this year .

What Else Can You Include?

Ask yourself one question..

Is your resume the BEST it can be?

Although we have completed every essential resume section, we have to do everything it takes to win that interview.

Adding the following sections could be the deciding factor in whether you’re interviewed for the customer service representative role or not.

Awards & Certifications

Have you ever won an employee of the year (or month) award?

Have you completed any additional courses to expand your knowledge?

Whether it’s an award or certification, make space for this section if you have something that you’re proud of.

Here are some quick example:

• Employee of the Year 2019 – XYZ Convenience 
• Learning How to Learn – Coursera Certificate

Applying to an establishment in China Town?

Then being fluent in Mandarin is a good way to shortcut your resume to the top of the pile.

Whether the job description requires it or not, being able to speak multiple languages is impressive – and no one can argue with that!

Rank the languages by proficiency:

• Intermediate

Now, you may be wondering, “how does my love of animals affect my customer service skills?”

Well, it doesn’t.

But employers want customer service representatives who will fit in with the rest of the staff.

Your hobbies allow the hiring manager to see behind your qualifications and learn more about who you REALLY are.

Here’s which hobbies & interests you may want to mention.

Include a Cover Letter with Your Resume

As a customer service representative, you need to leave a positive impression.

Your application is no different.

And the best way to leave an unforgettable impression is to write a convincing cover letter.

You see, resumes give the vital information, but nothing speaks to a recruiter like a cover letter that delves deeper into who you are and why you want the job.

Here’s how to create a structure that works.

You should complete the following sections:

Personal Contact Information

Include your full name, profession, phone number, email, and address 

Hiring Manager’s Contact Information

Include their full name, position, location, email

Opening Paragraph

To hook the hiring manager, the start of your resume needs to pack a punch. Use concise language to mention:

• The position you’re applying for
• Your experience summary and best achievement to date

Once you’ve sparked the hiring manager’s interest, you can delve further into the following specifics:

• Why you chose this specific establishment
• What you know about the establishment’s culture
• How your skills will be beneficial to the establishment
• If you have worked in similar industries or positions before

Closing Paragraph

Avoid ending the conversation abruptly, you should:

• Conclude the main points of your letter
• Thank the hiring manager for their time and the opportunity
• End with a call to action. This is a good way to continue the conversation further. A simple “At your earliest opportunity, I’d love to discuss more about how I can help XYZ with...” will work.

Formal Salutations

Although this letter shows your personal side, the letter should end professionally. Use something like, “Kind regards” or “Sincerely.”

For extra advice and inspiration, read our step-by-step guide on how to write a cover letter .

Key Takeaways

You know your customer service skills are good enough to get the job.

And if you follow the above advice, the recruiter will know that too!

Let’s conclude what we’ve learnt:

• The resume format needs to suit your specific situation. Prioritize the reverse-chronological format, and then follow the content layout tips
• Use an attention-grabbing resume summary or objective
• In your work experience section, show your value by highlighting your most relevant and best achievements, rather than day-to-day duties
• Attach a convincing cover letter for a personable application

That was a lot of information, but now you’re all set to make a Customer Service resume of your own!

Suggested Reading:

• Resume Keywords and How to Use Them
• Should You Include a Photo on Your Resume in 2024?
• The Best Strategy for Getting a Raise [+Examples]

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• Knowledge Base
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The retail landscape of 2023 is more dynamic than ever, with opportunities for individuals passionate about customer service to thrive and make an impact.

But where does one start, especially if you're a beginner? The answer lies in your resume - it's your golden ticket to making a lasting first impression.

Crafting the perfect retail customer service resume is not just about listing past experiences; it's about showcasing your dedication, skills, and potential in the best light.

Whether you're just stepping foot into the retail world or looking to refocus your career, this resume sample offers valuable insights to ensure your resume doesn't just blend in, but stands out in a competitive market.

Retail Customer Service Resume

• Analyzed the customer feedback and recommended improvements to bolster customer engagement by 20%
• Mentored ~15 Customer Service Interns to deliver flawless customer service across multiple fields
• Provided support to 50+ customers for queries regarding the product and payment on a daily basis
• Identified current trends and reported the same to the key stakeholders for driving growth in sales by 13%
• Recorded and tracked data by employing cloud-based help desk management tools like Zendesk
• Aided in mitigating risks hindering product adoption and customer satisfaction
• Recognized as the ' Best Customer Service Associate ' out of 20 members based on customer feedback
• Acted as the first point of contact for customers to provide outstanding customer service to 50+ clients on a daily basis
• Received 99% customer satisfaction rating from clients
• Resolved grievances , complaints, and queries related to payment for 100+ clients on a monthly basis
• Played a key role in retaining the existing client base by designing & employing customer-centric solutions
• Educated customers on products via 30+ phone calls , chat interactions, and emails on a daily basis
• Analyzed customer feedback and gathered valuable insights to improve the customer service process by 20%
• Coordinated with sales and client operations teams to onboard new customer service practices
• Languages: English, and Spanish

Check out our similar guides on customer service roles: Customer Service Resume Objective Customer Service Jobs

And if you wish to make a similar resume for yourself, visit Hiration’s ChatGPT-powered career activator platform with 24x7 chat support.

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Retail Customer Service Representative Resume Samples

A Retail Customer Service Representative assists the customers of the store in finding their needed product and service and is also responsible for enhancing the revenue and profit of the store. While the duties vary based on the requirement of the client and the size of the store, the following are certain basic duties seen on a professional Retail Customer Service Representative Resume – welcoming customers as they arrive at the store, communicating with them to identify their needs, responding to their queries and requests; handling transactions , and solving complaints.

To be successful in this field, the following skills are supposed to be shown at the job – strong communication skills, problem-solving nature, a professional appearance; strong knowledge of the product and service being handled by the store, store management skills; and relevant software proficiency. Formal education beyond a high school diploma is not expected.

• Resume Samples
• Retail Customer Service Representative

Retail Customer Service Representative Resume

Headline : Offering over twenty years of consumer-lending experience with distinct lending institutions. Extensive and diverse mortgage operations experience with pursuing academic interest in accounting controls, regulatory policies and audit procedures.

Skills : Training, Data Entry, Data Analysis, Office Management, Accounts Payable, Accounts Receivable, Customer Service.

Description :

• Processed and accepted ATM, face to face personal and business transactions according to established bank policies and procedures.
• Cashed payroll checks, exchanged foreign currency, received loan payments, and issued traveler's checks.
• Kept records of monetary and negotiable instruments involved in banks day to day transactions.
• Counted, verified and posted armored car deposits following all security procedures and key control.
• Prepared batched work for Proof department.
• Addressed and uncover customer financial needs.
• Resolved problems or discrepancies concerning customer accounts.

Sr. Retail Customer Service Representative Resume

Objective : Highly qualified Retail Customer Service Representative with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and I would excel in the collaborative environment on which your company prides itself.

Skills : Telecommunications Expert; Basic Accounting; Microsoft Office, DOS, SQL; Linux Putty And VI Editor.

• Engaged the customer through conversation.
• Determined the customer's needs.
• Provided product knowledge to customers through the features, values, and benefits of each product.
• Handled returns/complaints graciously and effectively.
• Worked with other store associates to achieve a high Matinee Review score through excellent customer service, product knowledge, and follow-through.
• Ensured the store is neat, clean and organized throughout each business day.
• Received and displayed product shipments on store retail shelves within twenty-four hours of delivery.

Jr. Retail Customer Service Representative Resume

Headline : Core Strengths Focused on customer satisfaction Strong organizational skills Skilled multi-tasker Active listening skills Deadline-oriented Seasoned in conflict resolution Excellent communication skills Adaptive team player.

Skills : Have The Ability To Work In A Fast-paced, Intense, And Results-oriented Environment.

• Greeted and assessed the needs of customer issues and concerns.
• Handled bill payments and billing inquiries, equipment replacements, processing price plan changes, upgrades and daily reports.
• Processed electronic serial numbers and activations daily.
• Ensured appropriate documentation and data is complete.
• Examined phones and warranty phones out as needed.
• Created deals for sales representative.
• Saved lines when clients felt the need to terminate.

Retail Customer Service Representative III Resume

Summary : To obtain a position utilizing skills and experience which gives the opportunity to grow and prosper within the company.

Skills : Microsoft Office, Microsoft Excel And Word, 10- Key.

• Answered the telephone in a prompt and courteous manner.
• Provided quotations, pricing, required information and directions to both customers and prospects.
• Ensured documents are completed accurately and scanned into the system and properly filed.
• Assisted sales agent with covering the retail office when the agent is performing outside marketing.
• Responsible for guiding complaint resolution to ensure proper and satisfactory closing are obtained.
• Conducted daily customer follow-up calls to obtain and remind of payments.
• Reported and all out of line conditions affecting customer satisfaction.
• Assisted in the daily cleaning and maintenance of the office.
• Contributed to the team effectively to accomplishing related results as needed.

Objective : Superb communication skills Exceptional problem solver with strong sales analysis and reporting skill. History of attention to detail and thoroughness beyond expectations. Self- motivated, dependable, quick learner who enjoys working in a challenging multi-tasking environment, and committed to a job well done.

Skills : Detail Oriented, Reliable, Honest, Works Well with Others.

• Greeted all customers within 8 seconds of entering establishment.
• Helped customers find their proper size of clothing on sales floor or in stock room.
• Turned on all decorative lighted items upon opening or closing of store.
• Used Up-selling of retail items.
• Arranged sales floor items to look appealing to customers of all ages.
• Able to approach anyone and strike up a conversation.
• Maintained smooth checkout operations by following policies and procedures.

Retail Customer Service Representative I Resume

Objective : Administrative position with focus on Client Relations/Client Services. Increased monthly growth and revenue sales Assisted customers with any customer service related needs: equipment, billing, etc.

Skills : CPR Certified In Heartsaver CPR AED CPR Discipline Through The American Heart Association.

• Received and serviced customers quickly and efficiently maintaining excellent associate/customer relations.
• Conducted returns and exchanges of purchases.
• Addressed any and all customer inquiries regarding merchandise and store operations.
• Recovered of misplaced and mishandled merchandise throughout the store maintaining an organized environment for our shoppers convenience and comfort.
• Attended fitting room area adhering to company policies to prevent loss of merchandise by theft and intended mishandling.
• Conducted one on one training of new hire sales representatives.
• Received regular verbal and documented recognition from superiors and fellow representatives for great customer service and company policy adherence which has resulted in the overall graded performance of our store improving considerably.

Assistant Retail Customer Service Representative Resume

Summary : To develop a successful career where skills are utilized to the full extent. Managers and supervisors appoint me to train new representatives as I am keenly knowledgeable of the stores day to day operations and policy. Used 10-Key by touch, Conduct sales with a general POS retail software application via manual data entry and/or stationary electronic scanner.

Skills : SAP Systems, MS Office, Excel, CRM Systems, Bacrss Systems, Word Software Knowledge, EDI Systems.

• Processed returns, requests, and exchanges for customers.
• Assisted with Organizing special sales events with the store and various vendors.
• Assisted with Accounts payable and Accounts Receivable.
• Assisted with tobacco tax reports for Kansas and Missouri in accordance with state law.
• Assisted withInventory Control.
• Tracked and ordered inventory.
• Prepared and tracked registers for daily operations.

Associate Retail Customer Service Representative Resume

Objective : Looking to apply my education and elevate experience in the field of Psychology. Offers strong critical thinking, interpersonal, and research skills and the ability to learn concepts quickly.

Skills : Microsoft Office, SAP, Customer Service.

• Processed sales orders of high-end eyewear within retail sales channel for major accounts (Tom Ford, Timberland, Harley Davidson and Nordstrom).
• Monitored customer orders, backorders and shipping windows.
• Followed up on purchase order extensions, status and product availability.
• Ensured expedited shipping of product.
• Coordinated with the Distribution Center regarding product shipment priorities.
• Resolved consumer and customer issues.
• Responsible for order and inventory reports.
• Tracked and assigned Return Authorizations (RAs) for damaged and unwanted product.

Assistant Retail Customer Service Representative I Resume

Summary : Dedicated and focused Cash Application Specialist who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority.

Skills : Personal Computer, Microsoft Excel, Copier, Fax, PowerPoint, Microsoft Office, Microsoft Outlook.

• Worked to help store achieve its financial and customer service goals.
• Provided quality customer service from greeting point through departure, strive to ensure every customer has a positive experience.
• Performed service activations, processing ESN (electronic serial number) changes and bill payments.
• Responded to billing inquiries, equipment replacement, and processing price plan changes and upgrades.
• Ensured that all appropriate documentation and data entry is complete.
• Assisted with asset protection of store inventory.
• Dealed with customers in a professional manner, including handling irate customers.

Objective : Review daily ORCA reports, 215, 903, ineligible upgrades Perform regular mock audits for Coshocton location Send and receive shipments from stores.

Skills : Excellent ability to multitask, Exceptional organizational.

• Provided the best professional relationship for Marzetti customers, brokers, and sales with whom dealt with on a daily basis by ensuring orders were completed by the end of the day, all pending emails and customer requests were handled with complete professionalism.
• Ensured that all my daily issues and orders were handled promptly and that the brokers and customers received the best customer service.
• Responsible for the southern region grocery stores in making sure orders were fulfilled daily in Prism and their specific requests and concerns were handled as well as confirming any questions on product knowledge the customer should have Worked in collaboration with production when there was any question of available stock for the customer's orders during rushed requests or short lead orders.
• Made sure the product was available and when it would produce if it were not available.
• Checked all available products if there were short lead orders, making sure no other customers would be shorted.
• Worked closely with the brokerage office in ensuring the customers' orders were invoiced correctly by matching our Adesso pricing Ensured that the proper paperwork was filled out for distribution.
• Completed the monthly report of order volume.

Table of Contents

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95 Examples: Top 15 Retail Skills for Your Resume

By Status.net Editorial Team on May 30, 2024 — 9 minutes to read

Retail jobs equip you with various skills that can shine on your resume. When highlighting your retail experience, be specific about the skills you developed. In this article, we’ll provide 95 example phrases to showcase the top 15 retail skills on a resume.

Core Retail Skills

Customer service excellence.

Customer service means providing an outstanding and positive experience that keeps customers coming back.

• Handled an average of 50 customer queries daily, resolving issues promptly and efficiently.
• Recognized as Employee of the Month for exceptional customer satisfaction ratings.
• Trained new staff in customer service protocols, improving team performance.
• Developed a rapport with repeat customers, leading to increased loyalty and sales.
• Responded to customer complaints with professionalism, achieving a positive resolution rate of 95%.

Sales Expertise

Sales expertise means knowing how to persuade, negotiate, and close deals. Key skills include understanding customer needs, demonstrating products, and handling objections.

• Achieved sales targets consistently, exceeding monthly quotas by 20%.
• Utilized upselling techniques to increase average transaction value by 15%.
• Provided personalized shopping experiences, driving repeat business.
• Conducted product demonstrations, resulting in a 30% boost in sales.
• Collaborated with the marketing team to develop effective sales strategies.

Product Knowledge

Having strong product knowledge means being well-versed in the details, uses, and benefits of the products you are selling.

• Maintained up-to-date knowledge of all store products, including their features and benefits.
• Assisted in the launch of new products by educating customers and staff.
• Provided detailed and accurate information to help customers make informed purchasing decisions.
• Attended regular training sessions to stay current on product developments.
• Created informational displays that highlighted product features, increasing customer interest and sales.

Communication Skills

Verbal communication.

Being clear and articulate when speaking to customers is paramount. This means greeting customers warmly, answering their questions accurately, and providing helpful information about products or services. Friendly and engaging interactions can significantly enhance the customer experience and boost sales.

• Provided exceptional customer service through clear and helpful communication.
• Guided customers in product selection by effectively explaining features and benefits.
• Resolved customer complaints by listening and responding professionally.
• Delivered product demonstrations to small groups of customers.
• Communicated store promotions and sales to increase customer purchases.

Written Communication

Accurate written communication is also key in retail settings. It’s used for writing emails, taking inventory notes, or creating promotional materials.

• Crafted clear and concise emails to communicate with suppliers.
• Prepared promotional materials such as flyers and product descriptions.
• Maintained accurate inventory records through detailed written notes.
• Documented customer feedback and suggestions to improve service.
• Created training materials and manuals for new employees.

Listening Skills

Good listening skills are vital to understand customer needs and respond appropriately. This includes paying full attention to the customer, asking clarifying questions, and summarizing their points to ensure understanding. Active listening can lead to better customer satisfaction and loyalty.

• Actively listened to customer concerns and provided effective solutions.
• Asked insightful questions to understand customer preferences.
• Took detailed notes on customer feedback for management review.
• Listened to team members’ ideas to improve store operations.
• Ensured customers felt heard and valued through attentive service.

Technical Proficiencies

Technical skills are a key part of retail positions, combining efficiency with customer service. You’ll often use various software to manage transactions and inventory effectively.

Point of Sale Systems

Mastering Point of Sale (POS) systems means you can handle transactions swiftly and accurately. These systems are more than just cash registers; they track sales, manage customer data, and sometimes even handle inventory. Familiarity with systems like Square, Shopify POS, or Lightspeed can make you a more valuable employee.

• Managed customer transactions using Square POS daily
• Trained team members on Shopify POS operations
• Efficiently processed returns and exchanges using Lightspeed POS
• Maintained accurate sales records through the Clover POS system
• Handled mobile payments and contactless transactions effectively

Inventory Management Software

Knowing how to use Inventory Management Software means you can keep track of stock levels, orders, and deliveries. Systems such as NetSuite, TradeGecko, or Fishbowl help ensure that the store remains stocked and organized. These tools also aid in predicting future inventory needs based on sales trends.

• Updated inventory levels using NetSuite daily
• Conducted stock audits with TradeGecko
• Managed reordering processes through Fishbowl
• Forecasted inventory needs based on historical data using Cin7
• Coordinated with suppliers using Ordoro for timely restock

Interpersonal Abilities

Your ability to interact well with others in a retail environment means effective team collaboration, handling conflicts adeptly, and showing genuine empathy.

Team Collaboration

Team collaboration means working well with your colleagues to achieve store goals. This includes sharing tasks, supporting others, and maintaining a positive work environment. You must communicate clearly, listen to others’ ideas, and be dependable.

• Coordinated with team to achieve daily sales targets.
• Assisted teammates with customer inquiries to ensure a seamless shopping experience.
• Actively participated in team meetings and training sessions.
• Shared best practices and strategies to improve store operations.
• Collaborated with stock and sales team for efficient inventory management.

Conflict Resolution

Conflict resolution means addressing disagreements and finding solutions that satisfy everyone involved. In retail, this means handling customer complaints calmly and resolving disputes among staff effectively. It also means keeping a cool head under pressure and mediating conflicts to maintain harmony.

• Resolved customer issues promptly and courteously.
• Mediated disputes between team members to maintain a positive work environment.
• Addressed and de-escalated confrontational situations.
• Implemented solutions to prevent recurring customer complaints.
• Trained new staff on effective conflict resolution techniques.

Empathy means understanding and sharing the feelings of others. In retail, it’s important to recognize and address the needs and concerns of customers and colleagues. Demonstrating empathy helps build strong relationships and improve customer satisfaction.

• Listened attentively to customers to understand their needs.
• Provided personalized service to make customers feel valued.
• Supported colleagues during busy periods to reduce stress.
• Showed understanding and patience with customer concerns.
• Created a welcoming atmosphere by engaging warmly with every customer.

Operational Competencies

Operational competencies are important for ensuring smooth store operations, improving customer experience, and maximizing sales. They include skills such as merchandising, visual display arrangement, and stock management.

Merchandising

Merchandising means strategically displaying products to encourage sales and meet customer needs. You need to understand consumer behavior and market trends. This skill ensures shelves are stocked with products that sell well and appeal to your target audience.

• Developed and implemented effective merchandising strategies that increased sales by 15%
• Analyzed sales data to optimize product placement and drive customer engagement
• Managed seasonal inventory rotations to maintain freshness and relevance
• Collaborated with suppliers for timely product delivery and promotions
• Ensured compliance with visual merchandising standards and brand guidelines

Visual Display Arrangement

Visual display arrangement means organizing and presenting products in an eye-catching way to attract customers. This involves creativity and an understanding of design principles. Your goal is to highlight products effectively, drawing customer attention and enhancing the shopping experience.

• Designed innovative window displays that increased foot traffic by 10%
• Utilized color theory and spatial arrangement to create inviting store layouts
• Implemented themed displays for holidays and promotions, boosting sales
• Trained staff on best practices for visual merchandising and display setup
• Maintained cohesive brand image through consistent visual presentation

Stock Management

Stock management means keeping track of inventory levels, ordering new stock, and managing stock storage. Effective stock management minimizes waste, reduces costs, and ensures that popular items are always available for customers, improving overall store efficiency.

• Oversaw inventory control processes, reducing stock discrepancies by 20%
• Implemented automated inventory systems to streamline stock management
• Coordinated with suppliers for timely replenishment of high-demand items
• Conducted regular stock audits to maintain accuracy and prevent loss
• Optimized storage solutions to maximize space and improve access for staff

Marketing Abilities

Marketing abilities mean promoting products to attract customers and increase sales. These skills are essential in retail, where you must understand customer behavior and market trends.

With good marketing abilities, you can create effective campaigns and strategies.

Another key aspect is analyzing the effectiveness of marketing efforts. Utilizing data to measure success helps you make better decisions.

Consider highlighting your social media skills. Platforms like Facebook and Instagram are vital for reaching a broad audience. Knowing how to use these tools effectively can set you apart.

• Coordinated successful social media campaigns, increasing followers by 30%
• Analyzed customer data to develop targeted marketing strategies
• Created promotional content that boosted sales by 15%
• Managed email marketing campaigns with a 20% open rate
• Conducted market research to understand emerging trends

Digital marketing is another vital area. You should know how to utilize online platforms to drive traffic and sales. This skill includes SEO, SEM, and other online strategies.

• Increased website traffic by 25% through targeted SEO strategies
• Managed Google Ad campaigns, reducing CPL by 10%
• Developed online promotions that increased sales by 20%
• Coordinated digital advertising efforts across multiple platforms
• Utilized Google Analytics to monitor and improve campaign performance

Understanding offline marketing techniques can also be beneficial. These strategies include flyers, in-store promotions, and local events to attract customers.

• Organized in-store events that boosted foot traffic by 20%
• Created eye-catching promotional materials for local ads
• Developed loyalty programs that increased repeat customers
• Coordinated community outreach efforts to enhance brand visibility
• Implemented in-store displays that increased product sales by 15%

Effective communication is also essential. Whether creating engaging content or negotiating with vendors, strong communication skills make a significant difference.

• Wrote compelling product descriptions that improved online engagement
• Negotiated vendor contracts to secure better deals
• Developed newsletters to keep customers informed and engaged
• Conducted product presentations to boost sales
• Collaborated with the sales team to align marketing strategies

Don’t forget to mention your creative abilities. Innovative marketing ideas can set you apart and make your campaigns memorable.

• Designed unique marketing concepts that stood out in the market
• Created imaginative ad campaigns that increased brand awareness
• Developed themed in-store displays that attracted customers
• Produced viral social media content that enhanced engagement
• Generated creative solutions to market challenges

Frequently Asked Questions

What are some examples of retail sales skills to include on a resume.

Retail sales skills can encompass several abilities. Examples include customer service, effective communication, inventory management, point of sale (POS) system operation, and upselling techniques. You can also highlight your aptitude in handling cash transactions or your experience in resolving customer complaints.

How can I highlight retail skills effectively in my resume?

To highlight your retail skills, use action verbs and include specific examples. For instance, instead of just writing “customer service,” you can write “provided exceptional customer service to increase customer loyalty by 20%.” Tailoring your skills to the job description can also make a significant impact.

Which skills are essential to mention for a retail management position?

For a retail management position, emphasize leadership, team management, and strategic planning skills. Mention specific achievements, such as “Managed a team of 15 employees, resulting in a 30% increase in sales.” Highlight your ability to train staff, manage schedules, and exceed sales targets.

How should I list retail experience on my resume if I have no prior experience?

Even if you have no prior retail experience, focus on transferable skills and relevant experiences. Mention any customer service roles, teamwork, organizational skills, or volunteer work. For example, list a position like “Server at (…) Café” and highlight customer interaction, money handling, and efficiency.

What hard skills should I emphasize on my resume for a retail job?

For a retail job, emphasize hard skills such as operating cash registers, proficiency in POS systems, inventory management, and understanding of sales principles. Including certifications or training in these areas can also strengthen your resume. For example, “Certified in (…) POS system” shows specific expertise.

How can I showcase transferable skills from retail in my resume?

Showcase transferable skills like communication, problem-solving, and time management. Describe situations where you’ve used these skills outside of retail. For example, “Coordinated events for a charity, requiring strong organizational and communication skills.” These examples highlight your abilities even if they were gained in different contexts. Related: Top Transferable Skills Every Company Wants

• List of 21 Important Technical Skills (with Examples)
• 50 Inspiring Examples for 7 Communication Skills for a Resume
• Technical Skills Examples for Resume
• 12 Types of Personal Skills with 120 Examples for a Resume
• 5 Stay-at-Home Mom Resume Strategies to Showcase Skills
• 35 Examples: How To Highlight Work Experience on a Resume

Retail Customer Service Job Description, Key Duties and Responsibilities

The job description of retail customer service personnel entails giving service to customers before, during, and after they make a purchase.

Retail customer service involves series of activities embarked upon to enhance the level of customer satisfaction – as in, the feeling that a product has met the expectation of the buyer.

The value of customer service may vary depending on the good or service, as well as industry and customer.

The level of success of such interactions between the seller and buyer will be dependent on seller who can adjust him/herself to the personality of the buyer.

From the point of view of an overall sales effort, retail customer service plays an integral role in a retailer’s ability to generate revenue and income.

From that point of view, customer service experience has the ability to change the perception a customer has of the organization.

Some have in the past argued that the level and quality of customer service has decreased in recent years, and that this is unconnected to a lack of support cum understanding at the middle management and executive level of an organization or their customer service policy.

In order to address this trend, many organizations, companies, and stores have employed different kinds of methods to improve their customer satisfaction levels and hire more people to man their retail customer service department.

Retail Customer Service Job Description Example/Sample/Template

Shown below is an example of the kind of job descriptions, including duties, tasks, and responsibilities, usually given to individuals working in retail customer service delivery units in most companies to execute.

• Support customers by answering product and membership service questions
• Deal with customer feedback and general inquiries
• Give customers service information including product and membership details
• Process service and return transactions at the register in alignment with company’s100% customer satisfaction guarantee
• Accept payment for goods, make change, and issue receipts
• Identify, investigate and deal with customer issues accordingly
• Support Retail Store Pick-Up (RSPU) by helping them with the receipt of goods from truck; and process customer pick-up
• Perform specialized transactions like Outdoor School sign-ups, special orders, store mail-outs and special ticket sales
• Maintain customer hold area by keeping the area organized and removing items that are beyond the hold dates
• Process damaged goods in line with store policy. This may involve moving and pricing the item, or tagging
• Inform customers of repair options in case of damage to goods bought, and complete repair processing
• Follow disposal guidelines and document retention.

Retail Customer Service Job Description for Resume

A resume for seeking a job in the customer service unit of a retail establishment can be prepared with information from the sample job description above.

The job description highlights important functions and roles of individuals working in customer service positions in retail setting, which can be used in making the professional experience section of a resume for the position.

Here is a sample resume for the post of retail customer service associate, which you can study from to learn how to prepare your resume too: Retail Customer Service Associate Resume Example .

Retail Customer Service Requirements: Knowledge, Skills, and Abilities for Career Success

Given below are important attributes individuals aspiring to work in a customer service position in retail environments are usually expected to have for better performance on the job:

• General education degree or its equivalent
• Must be knowledgeable in relevant computer applications
• Must be able to type
• Must be abreast of administrative procedures
• Must have product knowledge
• Must have previous experience in cashiering
• Having a previous customer service experience would be an advantage
• Effective communication skills
• Must be teachable and be ready to adhere to company policies
• Must be available to work impromptu, depending on business needs.

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Best of both worlds: Balancing digital and physical channels in retail banking

In developed markets, 1 “Developed markets” align with Standard & Poor’s definition. Finalta’s banking benchmark sample for this article includes banks from 21 countries: Australia, Austria, Belgium, Canada, Denmark, Finland, Germany, Hong Kong, Iceland, Ireland, Italy, the Netherlands, New Zealand, Norway, Portugal, Singapore, Spain, Sweden, Taiwan, the United Kingdom, and the United States. banks closed 9 percent of their branches in 2021, the largest reduction in five years, as they reevaluated existing approaches to sales and service (Exhibit 1). This reduction was likely a response to pandemic-fueled changes in consumer behavior—specifically, the accelerated shift to digital channels and reduced demand for services in physical channels (branches and contact centers).

About the data

Our analysis is based on two proprietary McKinsey data sets. Finalta’s global banking benchmark compiles and cross-references more than five years of data sourced from more than 250 major institutions that are located in 50-plus countries and serve more than 710 million active banking customers.

The McKinsey Retail Banking Consumer Survey gathers and tabulates the responses of more than 60,000 consumers to nearly 80 questions on banking, financial technology, and insurance. These consumers represent 28 countries, reported in seven geographic clusters spanning the globe.

However necessary these changes may have been, closing branches and widening digital channels cannot alone constitute an adequate distribution strategy, given the complex dynamics of retail banking. To plot their next moves in distribution, banks should try to answer a few questions: Can digital channels replace branches as the dominant sales channel for financial services? Did COVID-19 really accelerate a permanent channel shift, as many assume? Or will customer behavior trend back toward historical habits when the pandemic recedes?

To guide banks in answering these questions, we probed the responses to McKinsey’s Retail Banking Survey and applied proprietary benchmarks (for more, see sidebar, “About the data”), arriving at the following critical findings:

• The drop. Retail banking sales declined by 10 percent in 2021, after branch activity collapsed in 2020 and growth in digital channels did not fully make up the difference.
• The disparity. Customers report large differences between their willingness to use, preference for, and actual use of digital channels, necessitating actions to establish and maintain customer relationships.
• The question. While banks continue to downsize physical channels, the long-term role of branches remains uncertain. At more than a third of banks, branch activity grew by 20 percent in 2021, so are branches still important?

In this article, we examine the state of consumer engagement across digital and physical retail banking channels for both sales and servicing needs. Then we describe the distinguishing traits of banks that are ahead of the pack.

The drop: Core retail banking sales are down

In 2021, more than 40 percent of core retail banking sales originated digitally, which unsurprisingly represents a new high. At the same time, a combination of micro and macro factors caused total sales to fall by 10 percent globally (Exhibit 2). Digital sales increased 4 percent—not enough to compensate for a 15 percent decline in the still-larger branch channel when facilities became inaccessible during lockdowns.

It is important to note that overall, the widely discussed increase in digital sales as a percentage of total sales owed more to branch declines than to actual digital gains. This was not true for all institutions, however. The growth leaders in developed markets increased total sales 10 percent by generating 40 percent growth in the digital channel while holding branch sales declines to single digits. By contrast, growth laggards endured sales declines in both branch and digital, despite having experienced healthy growth of digital in previous periods.

It is important to note that overall, the widely discussed increase in digital sales as a percentage of total sales owed more to branch declines than to actual digital gains.

The variation in digital as well as branch performance is striking. Leaders increased their digital-sales penetration by 15 percentage points in 2021, compared with an average annual increase of four percentage points between 2017 and 2020; at the laggards, digital penetration declined marginally. In other words, banks that had already established momentum by building a top-flight digital consumer experience extended their lead in 2021.

Many banks still lag on introducing capability to capture demand for simple and complex customer journeys. Nearly half of institutions globally still do not offer a savings-account-opening journey in their mobile app, while less than a third have introduced investment sales. McKinsey benchmarking data show that the leaders in digital new-to-bank acquisition consistently outperform their peers at every stage of the sales funnel and are rewarded with double the number of account openings. Banks introducing and investing in digital personal lending have experienced sevenfold sales growth through the channel in just 24 months.

Banks’ pre-COVID-19 digital investments primarily targeted customers predisposed to adopt such solutions. The focus must now shift to streamlining the sales journeys of mainstream consumers and generating new prospect traffic. Investment in several key areas can help achieve this goal:

• A full suite of digital-marketing capabilities to drive traffic. Leading banks create agile  sales squads that are backed by a robust marketing stack and use a variety of paid and native channels to increase customer awareness through coordinated, sequenced, and tailored messaging. Analysis of our benchmarking data shows that a multichannel approach is 3.2 times more effective at boosting sales than reliance on a single channel. Banks with effective marketing channel usage, media mix, and messages can enjoy swift results. A bank in Iberia adopted a digital-marketing focus and saw a 75 percent uplift in digital sales in just six months.
• Funnel optimization to improve conversion. Banks reduce the cognitive load of an application by presenting fewer screens, using colloquial language, employing an active completion tracker and saving application. In practice, this can boost digital sales of savings accounts, credit cards, and personal loans by 13 percent. Technology such as optical character recognition (OCR) for document scanning and proactive chat further improve conversion.
• Data and advanced analytics to power personalization. More than half of banks have begun offering customers new products within the first 90 days, a key period to deepen relationships. Preapproving such offers can generate conversion that is 1.8 times higher than banks see from unvetted solicitations. The most advanced players further leverage life event triggers to realize 3.5 times more success than they get from simple batch campaigns.

The disparity: Actual use of digital trails willingness to use

Customer willingness to consider digital channels exceeds 70 percent in every geographic region and age category. Thus, the market has significant room for further migration. Even if the digital growth rates achieved in 2021 continue, transitioning all “willing” consumers to digital channels would take four to five years.

Results vary across products and regions. For example, although willingness to open a new current account digitally hovers around 75 percent, only 30 to 35 percent of customers express an actual preference to do so digitally, and only 15 percent of such accounts are opened digitally. Banks have yet to fully embrace this demand: less than 30 percent of banks globally have introduced new digital acquisition journeys for their public website or mobile apps.

For personal loans, banks in the United Kingdom have achieved a digital-sales penetration of 86 percent—more than double that of their North American peers. Oddly, however, customers in the United Kingdom also have a lower stated preference for buying digitally, at 45 percent, which may indicate a higher risk of reversion to physical channels unless supply is constrained.

Digital servicing rose by three to four percentage points annually over the prior four years, with similar gains across regions. This growth has been fueled by the mobile channel. In 2021, more than half of all digital adopters globally were mobile-only users. Seventy percent of customer service interactions now occur in mobile, nearly double the level seen as recently as 2017. By contrast, online usage is falling across all regions.

While the mobile growth is impressive, mobile service use exceeded customer preference by nearly ten percentage points during 2021, implying that banks haven’t fully won over customers and risk leaving them dissatisfied. Like sales, willingness for mobile is much higher than use (75 percent on average). The disparity among mobile use, preference, and willingness is consistent across regions (Exhibit 3).

With consumer willingness, preference, and actual behavior out of balance, banks should rethink the prevailing “digitize” mindset, which approaches digital by recreating offline journeys online. Banks applying that mindset have achieved substantial success among early adopters. Now, however, they must not only tailor solutions to digital skeptics but also deliver a true unique-to-digital experience to balance the three dimensions by bringing preference and use in line with willingness.

The mobile channel offers a compelling sandbox in which to create and test a differentiating value proposition that can solidify existing behaviors and unlock the next wave of growth. Several strategies have emerged as successful:

• Ensure that all core servicing functionality exists in app. Globally, banks have successfully migrated more than 80 percent of core physical interactions (including password resets and card activation), but meaningful opportunity remains. For example, although only 20 percent of transaction disputes are addressed digitally, banks offering such mobile functionality experience 18 percent fewer inbound agent calls and 50 percent fewer calls related to transaction disputes.
• Create advanced features to increase engagement. Upgraded tools such as personal finance management (PFM) provide customers with insights on spending patterns and automatic identification of saving opportunities. The banks with the largest share of mobile users active with PFM (30 percent, on average, versus 5 percent among laggards) saw 37 percent more mobile monthly log-ons and 175 percent higher mobile sales per user. Those that are engaging customers through data-driven push notification with meaningful insights, as a large Canadian bank is doing, see similar uplifts.
• Explore features beyond banking. Several leading banks are aiming to embed themselves into customers’ lives beyond standard financial offerings. A large German bank offers personalized insights on customers’ carbon footprint and tailored offset actions to address customers’ growing interest in climate change. Some Middle East and Central European banks are establishing marketplace and embedded payment platforms enabling customers to purchase movie tickets, buy technology, pay for parking, and order food, creating new sources of revenue and customer engagement.
• Innovate the interface. Banks are revisiting whether a traditional menu-based interface is sufficient to help customers navigate the ever-growing list of features. While short-term solutions such as universal search have proven effective, the boldest players go further. A Western European bank recently launched a virtual assistant to help customers navigate the full breadth and depth of their capabilities in mobile and other devices.

The question: What should banks do with physical channels?

The radical shift in the role of physical channels—primarily branches and contact centers—over the past five years is hardly a surprise. Nonetheless, it can be helpful to quantify these changes, especially as 37 percent of banks saw their share of active branch users jump in 2021 with no meaningful decline in call center active users.

Ongoing branch consolidation has resulted in a 20 percent reduction in the number of physical locations since 2017. While branch employment has declined at a slightly slower pace—lending some credence to the notion that consolidation has been the objective, as opposed to outright elimination of branches—branch staff per customer has fallen by 18 percent over the same period.

Also, the nature of branch roles has evolved. The emphasis has shifted from service to sales and from specialist to universal. Since 2017, the number of advisers and universal bankers per branch has increased by 48 percent.

At many banks, productivity is a sticking point. Sales per staff have declined by 25 percent since 2017, driven by substantial decreases in simple products like savings accounts, credit cards, and personal loans. In contrast, sales of more complex products, such as mortgages, increased. A key differentiator is banks’ ability to maximize each location. Our micromarket analysis of the United Kingdom reveals large variations in sales per staff member between competing branches. In one area, the best-performing branch sold seven times more per staff member than the worst-performing branch.

Attitudinally, 28 percent of customers continue to prefer to meet servicing needs at branches—a share that jumps to nearly 50 percent for sensitive and/or complex situations such as fraud and advice on financial difficulties. Although branch usage was lower amid the pandemic, banks must find ways to reinforce current behavior to avoid reversion to the channel for lower-value tasks (Exhibit 4). As an illustration of this challenge, nearly a third of branch users say the reasons they prefer face-to-face service are social considerations—for example, meeting a teller they know—and a heightened sense of expertise.

While each institution must arrive at a unique model for physical channels, a common theme has emerged: the inversion of the distribution pyramid. Branches and call centers no longer dominate as the catchall channels fulfilling customer needs, leaving digital to fulfill a subset of activities for a subset of customers. For an increasingly mainstream cohort, mobile has become the go-to, with physical channels becoming brand ambassadors focused on truly complex, empathy-centric situations.

In this new context, several levers are available to make the most of physical channels:

• Optimize for microclusters, resisting a one-size-fits-all approach. In our experience, banks that couple a host of internal and external data with advanced analytics can create optimal strategies at a micromarket level (say, a one-kilometer block in an affluent area of a large city). Further, banks can deploy speech-to-text and machine learning to scan millions of interactions and generate tailored strategies to reduce call traffic and determine which products to promote, which location and format best meet local needs, and which strategies help migrate low-value activities.
• Shift from reactive to proactive demand. While customer education can shift low-value “reactive” transactions away from branches, successful banks need to ensure that branch employees are focused on high-value activities by proactively filling staff calendars. Banks’ mobile apps can book appointments, encourage customers to arrive with correct documentation, and help staff prepare to improve meeting efficiency.
• Digitally enable the human experience. Over a quarter of developed-market banks now offer remote advisory for some complex products. A large Western European bank introduced remote advisory coupled with cutting-edge digital marketing for investment products, boosting assets under management by 1.5 times and doubling adviser productivity in less than a year. Similarly, banks that enhance the physical experience with dedicated features in the bank’s mobile app (for example, queue management, pre-appointment reminders, in-meeting identity verification and e-signature, and post-appointment feedback surveys) can significantly boost customer satisfaction by 60 percent through a blend of physical and digital.
• Reset frontline-staff roles. Leading banks update the roles and organization setup for branches and call centers. A Dutch bank developed a multiskilled, more knowledgeable workforce to solve customer problems across all segments and products. They consolidated roles, transformed basic servicing functions to universal roles, and flattened the organization, significantly increasing productivity and the satisfaction of customers as well as staff.

The dramatic shifts in distribution that occurred during the pandemic are not necessarily an immutable new baseline. Leaders understand that tinkering with individual channels may lead to certain short-term gains, but a holistic approach to distribution is required to unlock the full potential. Banks need a strategy that encompasses the evolving interdependencies between channels. And to ensure that their distribution model satisfies customer needs effectively and efficiently, they need to implement enablers such as data, analytics, and technology.

Institutions that act promptly can expect to reignite growth and distance themselves from slower-moving competitors. Success depends on creating truly unique-to-digital experiences in harmony with improving and enhancing physical channels with digital elements. These banks will provide a “phygital” human experience that contributes significantly to the satisfaction and trust that customers across demographics are still seeking.

Sergey Khon is an associate director in McKinsey’s London office, where David Tan is a partner and Zubin Taraporevala is a senior partner; Ahmed Nizam is a senior manager in Chicago.

The authors wish to thank Klaus Dallerup, Jay Datesh, Maura Glynn, Stephanie Hauser, Stanislaw Slubowski, and Volen Taskov for their contributions to this article.

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Cantaloupe's Cheq strikes POS deal with Detroit City FC

June 4, 2024

Cantaloupe Inc., a self-service commerce solutions provider, announced a multi-year deal with Detroit City FC to be the exclusive point-of-sale platform at Keyworth Stadium, according to a press release.

The DCFC is the first USL team to leverage the Cheq mobile-first platform.

Cantaloupe's Cheq offers mobile ordering, designated pick-up points (Cheq points) and express kiosks (Cheq zones) to reduce lines and enhance the fan experience. Fans can even use a social gifting feature to send food and drinks to others attending the game.

"We are so excited to partner with Detroit City FC at Keyworth Stadium to introduce fans to the latest Cheq technology," Jake Stone, Cheq chief revenue officer, said in the release. "Cheq delivers a stadium experience that focuses on fan enjoyment by making the purchase of food, beverages, and merchandise as easy as possible. Cheq solutions also enable concession providers and merchants to be even more efficient with staffing resources at each game."

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Perth Airport flights to resume after refuelling issue grounded planes, stranding thousands

A refuelling issue at Perth Airport which grounded domestic and international flights on Saturday morning has been resolved, the airport says.

At least 70 domestic and international flights were affected, with planes unable to land at the airport or depart.

Passengers were stranded at airports nationwide and at some international destinations, including Doha waiting to get to Perth.

Perth Airport said a problem with load pressure in the fuel lines had caused the issue, which had since been fixed.

Airport CEO Jason Waters said the system had now been repaired and tested.

Mr Waters apologised to impacted travellers and said the airport would be working with airlines to resume normal operations as soon as possible.

"The effects will be felt throughout today but we'd like to think that within a short period of time after that we'll get back to normal flights," he said.

"I'd like to think that by this evening and into tomorrow we'll have it dealt with but given we're talking about long haul flights and the extent of the backlog, it might take some time."

It's understood some flights had been delayed since Friday night, leaving thousands of passengers stranded.

The airport called in external experts, including engineers and technicians, to identify and repair the problem.

"As of just recently, I can inform you that we are back to normal refuelling and obviously very keen to see a return to normal operation," Mr Waters said.

"This has had a significant impact on flights overnight. 

"From Perth airport's perspective we're very apologetic and sympathetic to impacted travellers.

"We're going to work very hard with our airlines here to ensure we get things back to normal as quickly as possible."

Mr Waters said the problem appeared to be the result of "air sucked into the distribution system".

No compensation for passengers, says Virgin

Virgin Airlines apologised to customers in a statement handed to passengers at Perth Airport, but said it was not required by law to provide compensation "for delays or cancellations outside of our control".

"We recommend you contact your travel insurance provider to assist you with any unforeseen expenses," the statement said.

A virgin spokeswoman later clarified that passengers were entitled to be re-booked on other flights or apply for a refund.

Perth man Darshan Patel, who had had been planning to go to Hobart on Saturday for his wife's birthday until their flight was cancelled, said the airline's response was not good enough.

He wants compensation for his flights and other non-refundable bookings, such as accommodation.

"We're really not happy because we've been planning for this holiday for quite a long time," Mr Patel said.

"Somebody is responsible for what is happening and there should be something done to help the passengers.

"We've booked everything well ahead, now it's getting cancelled. All our bookings are non-refundable. 

"It's just passengers who are suffering."

Flights diverted to regional airports

At least four flights were diverted to regional airports including a Philippines Airlines flight from Manila to Perth that landed in Geraldton earlier on Saturday.

Geraldton is about 420 kilometres north of Perth.

A Geraldton Airport spokesperson said the small regional airport could only assist with a handful of flights due to having limited fuel supply themselves. 

Passengers on the Philippines flight were not allowed to disembark and a biosecurity representative was on site. 

City of Geraldton chief executive Ross McKim said Geraldton Airport was in danger of running out of fuel after the Philippines flight took a quarter of the airport's fuel capacity.

"The [airport's] refuelling isn't booked until mid-next week so we're going to have to work out how to get some up sooner than that," he said.

Qantas flight QFA10 from London to Perth was diverted to Karratha, in the state's far north.

Other flights were diverted to Kalgoorlie, about 600km east of Perth.

Passenger sat on plane for hours

Perth man Campbell Grieves and Swiss exchange student Zander Goosen arrived at the airport early to catch a flight to Sydney.

"We were taking (Zander) to see all the classic Aussie things in Sydney … the bridge, the Opera House," Mr Grieves said.

"We get here at about 6am and we get on the plane, boarded alright, then we sat there in the little economy seat for two hours.

"The captain was ringing every in hour saying 'dunno where the fuel is,' eventually we get kicked off the plane and the flight is cancelled." 

Mr Grieves said he had been told the earliest he and Mr Goosen could travel to Sydney was Monday.

Perth resident Stephen Herbert is stranded in Doha, where he was meant to stop briefly en route from London to Perth on Qatar Airlines.

" We have been in a line with other returning Aussies for nearly four hours," he said.

"No official from Qatar Airlines has given us any updates and we are relying on social media.

"[There are] lots of tired and disgruntled people wanting answers."

He was scathing of Perth Airport over the delays.

"There's no way you can call Perth an international airport after this debacle. Imagine if this happened at Heathrow?" he said.

Another passenger in Doha, Rae de Wet, told the ABC a delay of more than 24 hours was expected before they could get back to Perth, but little information had been provided.

She said she had already been in transit for more than 30 hours since leaving South Africa.

"It is incomprehensible that an international airport could face an issue of this nature, embarrassing really especially on an international scale," she said.

At Sydney Airport, Perth man Steven Dipane said his son had been at a baseball tournament in Lismore and he was trying to head home.

"They're going to book us in to a room for the night, and then get us on a plane to Melbourne tomorrow and then to Perth.

"It just delays it. I would have liked to be home tonight." 

Dieter Spurgeon's family is currently in Darwin after their flight home from a family holiday to Perth was delayed over 36 hours.

"We've contacted both Qantas and Perth airport and neither seem willing to reimburse us for an extra night's stay in Darwin," he said.

He said communication by both the airport and airline has been "horrendous".

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