customer service agent skills resume

Customer Service Skills for a Resume [W/ Full List & Examples]

Customer service skills are vital if you want to get hired for any customer-facing position. 

That’s because customer service skills can help you resolve customer complaints, improve customer satisfaction, and even drive new sales.

Want to learn which customer service skills are a must-have on your resume in 2024? You’ve come to the right place!

In this article, we’re going to cover everything you need to know about customer service skills, including: 

• What Are Customer Service Skills
• 20 Essential Customer Service Skills For Your Resume

3 Steps to Add Customer Service Skills to Your Resume

• How to Improve Your Customer Service Skills

Let's dive in! 

What Are Customer Service Skills?

Customer service refers to the relationship between a business and its customers. The better this relationship, the more successful a business can be. 

Customer service skills are a set of soft skills that allow you to provide the best customer experience possible. They involve being able to:

• Communicate effectively
• Solve problems promptly
• Demonstrate patience
• Create genuine connections

Customer service skills are essential for any customer-facing role out there, including customer support representatives , salespeople, cashiers , and the sorts. 

But what is it, exactly, that makes customer service skills so valuable? Let us give you the data-backed answer. 

Why Are Customer Service Skills Important 

If you’re someone who’s looking for a job in customer-facing roles, you probably already know that having strong customer service skills can significantly improve your employability. 

Finding employees who can resolve customers’ complaints and make them feel heard, understood, and appreciated is of the highest importance for potential employers.  

Here are all the benefits that employees with strong customer service skills can bring to a company: 

• Improved customer experience. The better customer service you can provide, the more satisfied will your customers be. And, according to this HubSpot study, 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences.
• Increased profits. Happy customers are more likely to spend money on a product or service. A study by Bain found that companies that excel at customer experience grow revenues 4%-8% above their market .
• Higher customer retention. According to Invesp, investing in new clients is 5 to 25 times more expensive than retaining existing ones. Considering that 80% of consumers said they’d do business with a competitor after a bad customer service experience, customer service is essential in retaining customers.
• Established brand loyalty. According to the study by Zendesk, nearly three out of five consumers report that good customer service is vital for them to feel loyalty toward a brand.
• More referrals. Your customers are bound to talk about their customer experience - especially if it’s really good or really bad. According to Esteban Kolsky, Chief Evangelist for customer experience at SAP, after a positive customer experience, 72% of customers will share their opinion of your brand with at least six people.

20 Customer Service Skills to List on Your Resume 

As we already mentioned, customer service doesn't consist of a single skill, but of a set of skills. 

As such, the customer service skills you should list on your resume greatly depend on the specifics of the position you're applying for. 

That said, there are some customer service skills that are in demand for the majority of customer-facing roles out there, such as communication and active listening.  

Here is a list of the most in-demand customer service skills for your resume in 2024: 

• Active listening
• Adaptability
• Attention to detail
• Bilingual customer support
• Building customer royalty
• Communication
• Complain resolution
• Organizational skills
• Decision making
• Interpersonal skills
• Persuasion skills
• Problem-solving skills
• Product knowledge
• Time management
• Upselling/Cross-selling
• Service-based selling
• Computer skills

Now that you know what the most important customer service skills are, it’s time to list them on your resume.

Below, we’ll teach you which resume sections are best for listing your customer service skills, as well as teach you how to do it in the most compelling way possible.

Let’s get started!

#1. Mention Your Customer Service Skills on Your Resume Summary 

The first place where you can (and should) mention your customer service skills is the resume summary . 

In a nutshell, the resume summary is a short, three or four-sentence paragraph that describes you as a candidate. Typically, it mentions: 

• Your professional title and years of experience
• Your top skills
• Your most notable achievements

Done right, the resume summary will show the hiring manager you’re a qualified candidate from the get-go and get them to go through your resume in more detail. 

As such, for roles where customer service skills are practically essential, it’s very important to higlight that you possess such skills in your resume summary.

Here’s an example of customer service skills listed in a resume summary:

• Attentative and communicative customer service representative with five years of retail experience responding to all manner of customer inquiries. Career highlights include receiving 99% positive customer survey results at XYZ Convenience. Seeking a role at ABC Tech, where my problem-solving and interpersonal skills can be leveraged to achieve and maintain the highest level of customer service.

#2. List the Right Customer Service Skills 

The most obvious place to list your customer service skills is on your resume’s Skills section. 

The key here, though, is to list skills that are relevant for the role you’re applying for.

We already mentioned how different roles may require different customer service skills. A customer support agent, for example, requires comunication skills and active listening.

Whereas a sales represenative, on the other hand, requires persuasion and upselling skills.

What we’re getting at here is that you shouldn’t just randomly list all the customer services skills we covered in this article - you should pick out the ones that are most relevant for your role.

Here are our top tips on how to list the most relevant customer service skills for your position:

• Check the job description. Most jobs tell you exactly which skills they’re looking for in candidates, all you’ve got to do is check the job description. As a customer service representative, for example, it’ll typically tell you that you need active listening skills, multi-tasking skills, communication skills, knowledge of CRM systems, etc. 
• Identify the skills you possess. Single out the skills that you actually possess instead of adding every single skill mentioned in the job description. 
• Add them under Soft/Hard Skills. Add skills like time management, communication, etc., under Soft Skills and technical know-how like computer skills or product knowledge under Hard Skills. 

#3. Prove Your Customer Service Skills In Your Work Experience Section 

Last but definitely not least, you should use your work experience section to prove to the hiring manager that you possess the customer service skills you mentioned in your resume summary and under your soft skills.

After all, anyone can claim they have customer service skills. It's backing up your claims with facts that can make all the difference. 

Done right, your work experience will leave no doubt in the hiring manager’s mind that they should call you back for a job interview .

Here's exactly how you should build your work experience section so that it highlights your customer service skills: 

• Tailor your work experience to the job description. Don’t use one generic resume to apply to dozens of openings. Each position has its own specific requirements and your resume sections should be tailored to show the hiring manager that you can meet them. If you’re applying for a cashier position, for example, the hiring manager will want to know about your experience as a restaurant server, but not about the time your mowed lawns as a teenager . The first experience highlights yoru customer service skills, while the second does not.
• Focus on your achievements instead of your responsibilities. The hiring manager most knows exactly what your responsibilities were in previous jobs. What they want to know is how you made a positive impact with your achievements. As such, focus on highlighting how you made an impact on your work experience section instead of simply listing what your basic responsibilities were. 
• Make your achievements quantifiable. Speaking of achievements, supporting them with data-backed evidence is what really makes a difference. After all “helped company increase customer retention by 14% by providing customers with a personalized experience” sounds much better than “helped with customer retention.”
• Use action verbs and power words . There are hundreds of words and verbs you can use instead of “helped” or “served.” The more descriptive you are of your achievements, the more impressive you can make them sound. 

Here’s an example of a work experience section that highlights the candidate’s customer service skills perfectly: 

Customer Service Representative 

YXZ Convenience Store

03/2018 - 04/2022

• Achieved the highest up-sell rates in both 2019 (2.6%) and 2021 (3%).
• Worked at the customer information desk for 10+ hour shifts.
• Welcomed and provided personalized customer service to 1000+ customers during the store opening event.

7 Ways to Provide Excellent Customer Service 

Customer service skills don't come naturally to everyone. 

Some people are much better at making customers feel heard and appreciated, while others may struggle to form that connection that makes all the difference when it comes to providing good customer service. 

Well, if the first case applies to you, don't worry. 

Below, we cover seven ways to provide excellent customer service (that can be practiced and learned):

#1. Stay positive

Developing a positive mindset and attitude is an essential part of improving your customer service skills.

Think about your own customer experiences. You’re probably not too happy when, say, you sit at a restaurant and the server taking your order looks miserable, right? Or when you call customer support to resolve an issue and they’re less than willing to help. 

So, whether you’re communicating by phone, face-to-face, or via e-mail, try to stay as positive as possible (even in the face of difficult issues or customers).

#2. Don’t say no

Even if the answer to a customer complaint or issue is “no, it can't be done” or “no, I can’t help you with this,” you should always refrain from phrasing it this way. 

When customers hear the word “no,” they’re more likely to associate it with “this customer service worker doesn’t want to help me” rather than with “this is beyond this employee’s control.” 

So, whenever it’s possible, go out of your way to solve a customer’s issue or help them. And, if doing something to help them really is out of your control, use positive language to tell them, avoid the word “no,” and try to offer them alternative solutions/options that could satisfy them. 

That way, they’ll see that you’re trying hard, despite the fact that you might be unable to solve their problem.

#3. Practice active listening

Active listening is the process of mindfully listening to a speaker, providing feedback, and being observant of non-verbal cues to ensure effective communication. 

Considering that 40% of our daily communication consists of listening , making sure you’re listening effectively to what your customers have to say is an essential part of providing excellent customer service. 

Some ways to do that include: 

• Paying attention and not getting distracted. Try to stay away from your phone and avoid multitasking when you’re interacting with customers. 
• Asking open-ended questions. Open-ended questions require more than a simple “yes” or “no” answer. You can ask such questions to get your customers to describe their needs or problems more comprehensively. 
• Asking probing questions . Similar to open-ended questions, probing questions aim to get a 360-degree view of a topic. Not to mention, they don’t just help you understand better, but also help the speaker to think more comprehensively about what they’re saying.
• Being more attuned to the speaker’s feelings. Customers don’t appreciate feeling like they’re talking to a robot. Asking them about their day and being sympathetic towards their feelings (be they frustration, anger, or annoyance), is a great way to make them feel heard. 

#4. Know your customers

The better you know your customers, the more you can understand their needs and expectations. 

In turn, you can find more creative ways to meet said expectations and improve your customer service. 

Here are some ways you can better understand customer needs: 

• Ask yourself/the team questions such as “who are our main customers?” “what market are they from?” “how does our product/service meet their needs or expectations?” and “what could we do to further help them?”
• Step into your customers’ shoes by considering your own challenges and needs as a customer or what would make your life easier while using the company’s product or service. 
• Encourage customers to give detailed feedback.
• Analyze customer feedback by identifying trends and gaps in your service. Share any results with your team or your colleagues. 

#5. Know the product/service

The better you know the company’s product or services, the more qualitative the customer service you can provide. 

As a salesperson , for example, you’ll be able to sell a product or service better. As a customer support representative, on the other hand, you’ll be able to solve customers' problems more effectively. 

On the same note, knowing a company’s products or services can come in particularly handy when you’re interviewing for a job too. The hiring manager is bound to be impressed with your dedication and effort to learn all about the company before you’re even hired.

Some places where you can easily acquire knowledge of a company’s product or services are:

• Company’s website
• Company’s handbooks 
• Online forums 
• Customer feedback 
• Your own experience with the product 

#6. Be empathetic

We cannot stress enough how important it is to connect with your customers more than just on a professional level. 

Actually connecting with the customer on a personal level and showing real empathy for their issues can really make a world of a difference when it comes to customer experience.

In the first case, if you can’t resolve a customer complaint or help with a specific issue, the customer will be much more likely to feel disappointed with you and the company in general. 

In the second, however, they might cut you some slack and still think “well, at least they listened and genuinely tried to help.”

This can be the difference between losing customers and retaining them and it’s definitely an important part of providing amazing customer service. 

#7. Personalize your customer service

Personalizing your customer service is what can make customers feel special, and who doesn’t like to feel special, right? 

Here’s how you can provide personalized customer service that’s guaranteed to improve your customer service skills: 

• Greet your customers by name and make them feel welcome.
• Contextualize your customer service depending on the customer’s lifestyle and personality.
• Don’t get distracted by anything else when you’re interacting with a customer. Make sure that the customer feels like they’re your center of attention.
• Go out of your way to find the best possible solution/option for the customer, and make sure that the customer knows how much effort you’re putting into helping them.

3 Customer Service Representative Resume Examples 

Below, we’ll show you three examples of how you should list customer service skills for different roles. 

We hope these resumes, created with our tried-and-tested resume templates , inspire you to go after the customer-facing role of your dreams:

#1. Customer Service Representative Resume Example 

#2. Cashier Resume Example 

#3. Sales Executive Resume Example 

Key Takeaways 

And that’s a wrap. By now, you should know everything there is to know about customer service skills and how to highlight them on your resume. 

Before you start putting our tips into practice, let’s go over the main topics we covered in this article: 

• Customer service skills are a set of soft skills that allow you to provide the best customer experience possible.
• Companies are always looking for candidates with strong customer service skills because they can provide the best possible customer experience and, in turn, help them increase their profits, retain customers, improve their brand loyalty, and get more referrals. 
• Some in-demand customer service skills include active listening, interpersonal skills, communication, complaint resolution, empathy, and positivity. 
• To best highlight your customer service skills, list them in your resume summary, work experience, and skills sections. 

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17 Key Customer Service Skills [List & Resume Examples]

Poor customer service is hard to forget. One mistake and you are out. Businesses understand it better than ever. As a result, skilled customer service representatives are in high demand.

It is clear that you can’t have happy customers without offering amazing support. Period.

But which customer service skills translate into great customer service experiences? Is good service more than solving a customer’s issue?

In this article:

• Customer service hard skills and soft skills
• What personality traits make a good customer support rep
• How to improve customer service skills
• How to list your service skills on a resume

If you want to learn more about delivering excellent customer service, you can also read:

• Do You Know What Customer Service Means at All?
• What is Customer Retention? 8 Best Strategies [+Apps]
• 7 Ways to Deliver Excellent Customer Service [Examples & Tips]
• Customer Success Essentials [Metrics, Stories, & More]
• Customer Support vs. Service [Definition + Software]

What are the best customer service skills and traits?

Here is our list of good customer service soft skills, hard skills, and personality traits.

Soft skills for customer service:

• Emotional intelligence
• Body language
• Clear communication
• Active listening
• Conflict resolution
• Decision making
• Problem solving
• Time management

Hard skills for customer service:

• Foreign language fluency
• Technical knowledge
• Typing speed
• Knowledge of CRM software
• Microsoft Office/Google Docs Editors
• Live chat, chatbots, and email software

Personality traits for customer service representatives:

• Determination
• Responsibility

Learn how to improve customer service and recreate in-store experiences

Let’s discuss each of these customer service core competencies in detail.

If you need general training, you may also be interested in joining a training program for agents. Here are some of our recommended courses and useful exercises: 19 Best Customer Service Training Programs & Activities

1. Emotional intelligence

Emotional intelligence (EQ) is the ability to recognize and manage emotions. This refers both to your own emotions as well as those of your customers.

High levels of emotional intelligence and empathy are critical for dealing with customers. It has become one of the main criteria for employee development. People with high emotional intelligence outperform employees with high IQ but low EQ .

Many modern organizations use EQ assessments on a regular basis. It is one of the essential customer service skills.

There is a very strong correlation between your emotional intelligence and your results as a support agent. On average, high-performing customer service representatives get better scores on emotional intelligence tests. A report by TalentSmart demonstrates that they score 17% higher than engineering and 3% higher than sales departments.

Empathy is the most important component of EQ for customer service jobs. A good agent should be able to see every problem through the customer’s eyes. Here are some useful resources that will help you develop and improve EQ—especially empathy:

• 13 Best Emotional Intelligence Activities & Exercises
• Useful Phrases That Convey Empathy to Customers

2. Positive body language

The role of body language in retail customer service is invaluable. However, it is difficult to put it into an easily definable framework. Some say that 90% of communication is body language. Others argue that 55% is nonverbal, 38% is the tone of voice, and the remaining 7% are words and their meaning as such.

It is difficult to measure the exact impact of your posture or voice. But controlling your body language is a necessary skill for a customer service agent. Unless you are using live chat or other text-based types of customer service , obviously.

Proper posture might be instinctive for you already. But the ability to communicate through body language is also something you can learn. Make sure to:

• Maintain eye contact with a customer (but do not stare at them)
• Smile and nod to acknowledge customers and what they say
• Try to use a calm, low-pitch voice that is not too dynamic
• Observe the behavior of your customers to read what’s on their minds (e.g., if they are irritated or in a hurry)

If you want to learn more about conveying the right message through your body language or read your customers’ body language like a book, check out:

• How to Read Your Customer: The Body Language of Yes and No
• 6 Tips for Increasing Customer Satisfaction Through Positive Body Language

3. Clear communication

Have you ever tried to make a written transcript of your conversation? Sometimes we may think we are communicating in a clear and effective manner. But in fact, most of our everyday conversations with friends are very chaotic and choppy. Chatting with someone is very different from explaining a complex technical issue.

Cohesive communication is one of the most important items on our customer service skills list. Fortunately, you can communicate with your customers very effectively using fine-tuned canned responses . Today, there is no need to come up with original answers to every question from scratch and write new messages. You can achieve clear communication by crafting and perfecting your regular set of canned replies.

Obviously, troubleshooting unusual issues will still require your full attention. You can always reach a good communication level with customers if you follow a process. For example, you should break down your instructions into several steps. Ask for feedback after each step and rephrase the instructions that were misunderstood. This way you can clear up any issue.

Here are two interesting pieces on improving your communication skills for customer service:

• 15 Tips for Better Customer Service Communication
• 7 Rules for Effective Customer Service Communication

4. Active listening

Active listening is a technique that uses paraphrasing and reading non-verbal conversation cues. It gives you more insights about customers and allows you to follow their train of thought. Active listening is equally essential when interacting through office phone systems or live chat tools, as you have to comprehend customers’ needs and concerns quickly and accurately. By asking follow-up questions you ensure that you are on the same side.

Our recent customer experience survey shows that businesses are very bad at listening to customers . Only 17% of customers believe that online businesses listen to them. It is a little bit surprising since the problem is easy to address. You can instantly improve the quality of customer experience by using proven formulas.

Some of the most powerful phrases that you can ask to steer customer service conversations in the right direction are:

• Could you tell me a little bit more?
• It sounds like you are experiencing [X], am I correct?
• I’m sorry you have to go through that
• It would make me angry too
• Let’s make sure that I’ve got everything right

By using active listening skills you show a customer that you understand them. It allows you to make an instant connection. Active listening helps to convey that their problems are your problems too and you feel responsible for finding a solution.

Further readings to improve your customer service active listening skills:

• How to Listen to Customers Effectively
• 20 Best Practices For Live Chat Etiquette

5. Conflict resolution

In customer service, conflict resolution and de-escalation techniques are used every day. To deliver good customer service , an agent should be a good negotiator and know how to calm down a raging bull.

Being able to deal with customer complaints and angry customers can be hard at first. But you can learn some useful statements and tricks to turn those situations around:

• Stay calm and don’t argue, even if you are right
• Withhold your judgment and keep your opinions to yourself
• Use empathy, apologize to your customers, and show that you understand how they feel
• Offer a solution and describe the end result
• Provide different alternatives and empower the customer to make the ultimate decision
• Shift the focus of the conversation on achieving the outcomes described before
• Make sure that the problem has been solved
• Thank your customer for providing feedback and bringing the problem to your attention

If you want to find out more about resolving difficult situations with unhappy clients, read:

• How to Handle Customer Complaints [10+ Response Examples]
• How to Deal With Angry Customers in 5 Easy Steps [Tips & Examples]

6. Decision making

Working as a customer support agent requires thinking on your feet. You don’t have to always make the best decision. But you need to be decisive and display confidence. Customers want to be taken care of—and they won’t trust you if you don’t know what you are doing. You should, at the very least, try to make a good impression.

If you want to make a good impression and make the best decisions, keep the following things in mind:

• Focus on your goal . Think what is the ultimate reason why customers reach out to you.
• Make decisions fast . Try to develop a habit of making decisions quickly. Even if something goes wrong, it will be a valuable lesson for the future.
• When in doubt, dig deeper . If you can’t decide on the right solution, it may mean that you don’t have enough information. It’s a good idea to ask the customer for details.
• Ask for help if you need it . Consult with someone who knows more about the topic if you still can’t decide on your best option.

Be careful! Being decisive does not mean that you can make arbitrary judgments. You should make sure what kind of decisions you are allowed to make and which ones are beyond your competencies. Your future customer success manager should prepare a well-defined policy. Situations such as giving discounts or accepting returns should be spelled out. Just stick to the rules.

7. Problem solving

The primary job of a customer support agent is to solve the problems of customers. And you can’t really do that if you are not willing to experiment, analyze, and try out different approaches. Sometimes you’ll have to be very creative and think outside the box.

You can solve anything if you break down the process into smaller steps. Follow this pattern to deal with any challenge thrown your way:

• Describe the problem in your own words and make sure that you understand it
• Check if someone solved a similar problem already (and how they did it)
• Prepare a list of possible solutions and analyze their pros and cons.
• Eliminate the most difficult, expensive, or otherwise impossible and prohibitive ideas
• Determine your main course of action and a backup plan
• Put the plan into action and see if it works. Try to draw additional conclusions and go back to step 1 if it doesn’t.

The most important part of problem-solving is identifying what the problem actually is. You should always try to dig deeper and understand why a customer wants to achieve something.

For example, people keep asking how to trigger automatic messages with Tidio’s JavaScript API . But when our agents ask some follow-up questions it turns out that those users don’t need the API. They can create chatbots to reach their goals instead.

8. Time management

Multitasking is a myth. People can’t really handle many processes simultaneously. But what they can do is divide their time into smaller chunks and use it more effectively . It is another important customer service skill.

There is a very simple way to help your customers around the clock. Many businesses improve customer experience with AI chatbots. In some situations, you don’t need a customer support team at all. One bot can do the job. Find out  how to start with Tidio chatbots here .

But customer service is usually very hectic in itself, right? Do we need to organize our time and work at all? Isn’t it just about dealing with incoming calls as they pile up?

Well, things get complicated if you handle one “important” case for three hours and try to catch up by speeding up during the rest of the day.

It may be a good idea to start using time and task management techniques. For example, the Eisenhower Matrix can help you decide which tasks to prioritize.

Try to measure how long it takes to provide assistance to an average customer. Then you can determine which cases take more effort and require more time. Once you start measuring it, you can discover many patterns and insights. You’ll learn that:

• You can delegate some cases to other agents
• It’s better to take regular breaks than to do customer service marathons
• Setting benchmarks and allocating time slots improves your efficiency
• It is perfectly fine to be assertive and provide customers with resources instead of direct supervision

Time is a critical factor in customer service. You should know when to devote it to providing help and when it’s better to focus on other tasks.

Read more about time management as a tool in your customer service skillset:

• 6 Time Management Tips for Call Center Agents

9. Foreign language fluency

Customer service outsourcing is extremely popular. There are high chances that you are not a native speaker of the language that you’ll use to chat with customers. Working on your spoken language fluency is the single most important hard skill for customer service.

Interestingly, you don’t need to worry if you have a slight accent. Being able to communicate effectively is more important than perfect pronunciation. Using the right intonation and stressing critical words is something you should really pay attention to.

You shouldn’t obsess about using advanced vocabulary. Instead, try to make your language sound more natural by:

• Using filler words such as well/um/right/let’s see to make your sentences less choppy (just don’t overdo it)
• Speak out loud as you practice and record it on your mobile—listen to the recording to catch your mistakes
• Use a chatbot like Chirpy Cardinal to practice “neverending” conversations online in real-time

If you want to brush up on your English speaking skills, check out this document provided by Maryland Department of Labor:

• English for Speakers of Other Languages: Customer Service Curriculum

10. Technical knowledge

People don’t call customer service for fun. They usually need technical support. This means that you must understand the ins and outs of your product. And—let’s face it—they are more likely to need help with their malfunctioning smartphone than a non-electrical device.

Good customer service agents need to be tech-savvy. There is no way around it, especially if you want to work in a corporate environment. The majority of customer service agents have to look things up on their computers and solve technical problems.

Being able to use a computer doesn’t count as a technical skill. You shouldn’t list it on your resume because it is obvious that you should be able to use it. Focus on enumerating specific software tools and technologies instead.

Understanding how products work is an essential customer service skill for SaaS companies. For example, our customer service representatives need to have extensive knowledge on:

• Ecommerce platforms and technologies
• Chatbots and conversational interfaces
• Marketing automation and email marketing
• Integrating live chat widgets on websites

If you are looking for a customer service job, it may be a good idea to show that you are familiar with the products that the company offers. It shows that you are curious and that learning new things doesn’t scare you. Doing it before your actual product knowledge training sends a good signal.

11. Typing speed

This customer service skill is pretty straightforward. The faster you type, the faster your response time . It has a direct impact on your performance as an agent and makes your life a lot easier. This skill is also quite easy to learn and measure.

Typing speed is usually measured by multiplying your accuracy and the number of words typed per minute. For example, if my typing speed is 70 words per minute but my accuracy is 92% (words without a typo), my adjusted typing speed is 64 WPM (70 WMP x 92%).

Typing speed benchmarks:

• Slow: below 20 WPM
• Average: 20-40 WPM
• Fast: 40-60 WPM
• Professional typist: 60-90 WPM

Some companies make it a formal requirement and may assess your typing speed during an interview. For example, to work at Concentrix your typing speed should be at least 35 words per minute.

Go to this website to check your typing speed:

• Online Typing Speed Test

12. Knowledge of CRM software

Customer service representatives usually use CRM software solutions such as Zendesk or Zoho. The tools are quite similar and getting used to them is only a matter of time. Still, if you have experience with a dedicated customer service app, your chances are brighter.

Some of the best apps that companies use include:

To find out more, check out our ranking of the best customer database software .

Make sure you are not confusing CRM software with project management and team collaboration apps such as Jira, Asana, Trello, or Slack.

13. Microsoft Office/Google Docs Editors

Talking to customers makes up the majority of your work as a customer service rep. But what about the rest? Well, dealing with documents, reports, and presentations is a pretty safe bet. 

Sooner or later, you’ll be asked to prepare some kind of a spreadsheet or a dashboard with your results. Or write a detailed onboarding plan for new junior employees. Or help with presenting your company’s quarterly customer service KPIs .

The majority of businesses collect customer feedback by copy/pasting it into an Excel or Google Sheets file. Organizations tend to prefer Google Docs Editors because they make sharing documents easier.

Make sure to know how to create basic documents in:

• Google Docs (Word alternative)
• Google Sheets (Excel alternative)
• Google Slides (PowerPoint alternative)

14. Live chat, chatbots, and email software

The customer service landscape has changed drastically over the last several years. Today, a live chat customer service agent equipped with quick replies and AI chatbot assistants can do the work of 10 call center agents.

Why is live chat so effective? Think of using a sort of autopilot—controlling and adjusting the exchange of messages rather than writing them from scratch. An agent is supervising the customer service flow and intervenes only if they have to.

It is also the favorite communication channel of about 46% of customers. Tools like Tidio allow you to switch between channels and provide omnichannel service. You can start a conversation through a live chat widget, continue it by exchanging emails, and finish on Facebook messenger. And you can manage everything in one dashboard. Firing up chatbots or canned messages is a matter of two clicks.

15. Determination

Determination is the ultimate personality trait for a customer service agent. You must be able to persevere and get to the bottom of a problem even when customers call you names. And you must constantly work on your customer service skills to increase customer satisfaction levels.

You need empathy to understand customers, but it can also take its toll on your mental balance. At first, the amount of work and stress can be overwhelming.

If you are determined to go the extra mile and deliver amazing experiences to customers, it will give you more motivation. After some practice, you’ll learn to get everything under control.

You can measure if you are a determined person by taking a test designed by Angela Ducksworth. Your Grit Score will help you understand if you need to work on the strength of your character and perseverance. For example, West Point cadets usually score higher than Ivy League undergraduates.

16. Responsibility

This one may sound like a cliche. Responsibility is something that the majority of job applicants declare as their strong side. For pretty much every position imaginable.

But, in customer service, it is really crucial that you handle every case from start to finish and never leave your clients in the dark.

The common tasks and customer service requirements include:

• Managing a high volume of incoming messages (or calls)
• Building relationships with customer
• Providing accurate information and answering customer questions
• Meeting customer problem resolution quotas
• Documenting customer interactions
• Managing customer accounts
• Increasing customer retention

You wouldn’t want an irresponsible person to take care of them all, would you?

17. Patience

Customer service professionals should be patient. They must be able to use positive language even if they are dealing with a frustrated customer.

Or if they are exchanging messages with people who take their time to type their messages in.

Incidentally, you can take a peek at customers’ messages even before they send them!

You can find more about premium features offered by one of the top customer service platforms here.

How to list customer service skills on a resume

OK, we have the complete list of excellent customer service skills. But you are probably asking yourself—which skills should I put on my resume for customer service? Surely I can’t put “nice moves and good body language” right next to my Microsoft Excel proficiency!

Skills for customer service resume:

• Active listening skills
• Adaptability
• Attentiveness
• Customer orientation
• Cross-selling and up-selling techniques
• Familiarity with de-escalation strategies
• Great command of the language
• Good communication skills
• Interpersonal skills
• Positive attitude
• Proactive approach
• Problem-solving skills
• Self-control
• High sense of responsibility
• Team player

Here is an example of a resume that highlights customer service skills and qualifications:

Customer service skills resume

Check out the top customer service interview questions and answers to better prepare yourself and boost your chances of getting the job.

You can become an awesome agent even without much job experience. Typical resume skills for customer service include emotional intelligence, empathy, and clear communication. The way you approach other people is more important than working for X years at a specific company.

If you need more tips on deciding which skills you should put on your customer service resume, here is a useful guide:

• What Skills to Put on a Resume  

Building a customer support team is extremely difficult. If you meet several of the requirements mentioned in this article, you are already among the top. And you can improve the remaining customer service skills through practice.

Customer service representative skills that you should focus on:

• Voice tone/cohesive writing

If you are looking for a job in customer service, make sure to mention at least some of them on your resume.

Still, you can always enhance the effectiveness of your customer service efforts by using the right tools. Want to try an app that turns mediocre customer service skills into great customer experiences? See what happens if you have great customer service skills already.

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Kazimierz was one of the original authors of Tidio Blog. His primary objective was to deliver high-quality content that was actionable and fun to read. His interests revolved around AI technology and chatbot development.

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30 Customer Service Resume Examples for 2024

Customer Service Resume

• Customer Service Resumes by Experience
• Customer Service Resumes by Role
• Writing Your Customer Service Resume

As the face of the organization, the customer service team is instrumental in building and maintaining a business’s reputation.

To be a successful customer service professional, you must have a wide-ranging skillset—patience, empathy, critical thinking, and detailed knowledge of your company’s products or services.

With such a tall order, you shouldn’t also have to be an expert at  building a resume . Our easy  resume tips  are available at your fingertips!

We’ve analyzed countless resumes and  chosen the 30 best customer service resume samples to help you land your next job in 2024 .

Furthermore, we’ll share our recommendations and advice so you can put your best foot forward on your resume; before you know it, you’ll also be ready to tackle your  customer service cover letter !

or download as PDF

Why this resume works

• The best way to do this is by making your points concise and highly relevant to the job to which you’re applying. If you include a  resume summary , tailor it to the business to which you apply. As a rule of thumb, the more you customize and  fine-tune your resume  for each job application, the more likely you are to get an interview. 

Entry-Level Customer Service Resume

• Choose two tastefully contrasting fonts: one for your section headers, and one for your body text. 
• Leverage white space throughout your resume to give it a clean, easy-on-the-eye, professional feel.
• We suggest bold (but not garish) colors in the header and titles to draw attention.
• Say goodbye to excess white space by adding some relevant projects you’ve worked on.
• Just make sure they relate to the  customer service job description  and emphasize your most relevant skills.

Customer Service Associate Resume

• Something very impressive on a  customer service associate resume  is when you’ve gone the extra mile to be certified. Definitely include any licenses or certifications you have in a dedicated “Certifications” section.
• Our  user-friendly resume templates  and  Google Docs resume templates  allow you to quickly add a section just for certificates and licenses.
• For example, “Handled an average of 40+ customer complaints per day with a 93% customer satisfaction rate.”

Customer Service Manager Resume

• Don’t worry though! You can easily tailor it by mentioning the specific job title you’re seeking, the company’s name, and any position-specific skills you’ve learned. If these kinds of details paralyze you, take a breath; now, make a resume with one of our  free resume templates  or  Google Docs interactive resumes  that already have sections laid out for your objective.
• Though including a  resume objective  is optional, we recommend one if you’ve had a career change, are entry-level, or simply need to effectively fill a little space on your resume.
• If you choose to add it, make sure it’s unique and personalized for every application you submit. That’s right. Every single one.

Customer Service Lead Resume

• Also, a technical support specialist position might have refined your problem-solving skills and technical knowledge, essential for resolving issues beyond the first line of support. A moment or two when your leadership stance shone brightly is a welcome addition to your customer service lead resume.

Senior Customer Success Manager Resume

• Here’s the inside scoop: dig into the job ad to get a grasp of what hiring managers are after, whether killer communications skills , a track record of success in customer handling, or knowing your way around the latest industry software (think Salesforce, Slack, and Zendesk). Then, spotlight these proficiencies in your showpiece. See? A piece of cake!

Customer Care Resume

• Think along the lines of “Spearheaded the integration of Freshdesk to streamline client communications, reducing response time by 37%” and “Negotiated service agreements with high-value clients, bringing in $576,987 in new business”. These should be your highlights—front and center of your resume’s work experience section. After all, wouldn’t you notice a candidate with figures to prove they’re a mover and shaker?

Airline Customer Service Resume

• In the same line, use larger fonts to draw the hiring manager’s attention to different essential parts of your resume. For example, role titles should be in a larger font and title case format, while terms accentuating your skills, hobbies, contact information, and education should be in uppercase.

Healthcare Customer Service Representative Resume

• Take David’s points for example. See how they use multiple skills in their points to show prospective employers that they’re well aware of what’s trending in the healthcare service industry.

Customer Experience Resume

• Remember, that this field usually only requires a high school diploma so no matter what qualification you have, add it in. Leaving the education sector of your customer experience resume blank will only worsen your chances of getting hired.

Customer Service Call Center Resume

• It’s fine even if you mention them in other unrelated job roles. Just ensure that you clearly state how your assistance helped customers in a particular scenario.
• If you run out of room in your resume, remember that a cover letter generator can help you expound quickly on the details you care about sharing.

Customer Service Bank Resume

• Even if it’s only a short stint, mention how you went beyond resolving technical issues at a desk by adding your ability to make personalized follow-ups, maintain high-data accuracy rates, and implement any customer feedback provided.

Insurance Customer Service Resume

• Remember that expertise in communication efficiency, accurate responses align well with the requirements of the role since you will be handling customers.

Client Service Manager Resume

• And if you may, add your metrics on improving customer satisfaction to further prove your potential.

Customer Service Specialist Resume

• Luckily, customer service is typically a metric-heavy role. From sales to customer reviews to retention, there’s a lot of numbers you can draw upon, such as customer satisfaction scores, how many customers you helped, and sales targets you exceeded.
• Metrics draw the eye of the resume reader and increase the length of time they’ll review your  customer service specialist resume , which increases your likelihood of getting an interview. Since a hiring manager will, on average, spend six seconds reviewing your resume, hooking their attention quickly is key.

Retail Customer Service Clerk Resume

• The structure of your  retail customer service resume  can either help or hurt the flow of the employer’s reading experience and affect whether or not you get that interview.
• We suggest you experiment with an array of  resume templates  and go for the one that zooms in on your greatest selling points.
• Sprinkle in impressive numerical metrics such as team headcounts, sales targets met, and payment processing accuracy percentages whenever possible.

Customer Success Manager Resume

• Challenge yourself to prove your impact with metrics.
• For example, how much time did you save in labor hours? How much did you increase profits for the company? Provide any details that show how quickly you could boost numbers at the next business that’s smart enough to hire you. 
• Striking a good balance between hard and soft skills is tricky, but doable—the  skills section on your resume  can emphasize the soft skills that made those impressive numbers happen in the first place.

Bilingual Customer Support Resume

• For example, you can mention the number of reward program members you signed on, the number of customers you helped per shift, the number of performance-based awards you earned, and the percentage of bilingual clients who specifically returned to you for assistance.
• Pass the automated tracking system filter by peppering your skills section with relevant keywords you’ve taken the time to mine from the  job description .
• Just be sure the keywords you glean from the job description truly match the skills you possess! Better to be a master of a few talents than have a surface knowledge of many.

Customer Service Consultant Resume

• Having trouble breaking up with the roles you had in high school? You can save old positions in a separate document, just in case. Just reassure yourself that you can discuss this expertise during an interview.
• Rather than cramming your work experience down to microscopic font size, try honing in on your most relevant work history. 
• Since you probably have plenty of experience, you may want to consider including a  resume summary , which can give a valuable overview of your skills and how they’ve driven results over the course of your lengthy (10+ years for a summary) career. 

Customer Service Agent Resume

• As long as you’re not distracting from the content of your resume, go ahead and get a little creative. 
• Do this by  organizing your resume  into distinct sections (subheadings are your friend), and use an unexpected pop of color to draw on your personality. Who said your resume has to be boring? 
• Focus on adding hard skills, like Zendesk, Salesforce, and Microsoft Word.

Customer Service Success Specialist Resume

• Hiring managers in the customer service field often have less than a minute to review your resume, so it’s important that you place the most relevant information where they’ll see it! 
• Emphasize growth in your career by ordering your work experience in a  reverse-chronological resume format , meaning that your most recent experience will be listed at the top of the page. 
• Including numbers in your work experience bullet points shows the employer that you’re great at your job! Ultimately, they’re looking for specialists who can perform the job well, and numbers prove that you can. 

Customer Service Coordinator Resume

• That’s right. Your resume doesn’t need to look computer-generated to command respect. In fact, using a sprinkle of color can demonstrate your confidence and individuality, making you an even more appealing candidate. 
• A word of caution: While more companies are valuing the individuality and flair of applicants, there are times when toned-down colors (like deep navy, slate gray, or hunter green) may be more appropriate. This can be especially true if you’re applying to a larger corporate business. Determine what’s best by investigating the  customer service job description’s  work culture.

Customer Service Advisor Resume

• Now, that doesn’t mean you need to bring the entire color wheel to your resume. Instead, focus on grabbing recruiters’ attention by using one or two colors for your section titles. You can start from scratch to find a visually-appealing color, or use a  resume template  if you’re not artistically inclined. 
• Take your resume personalization to the next step by adding a  career summary  section if you’re a total pro in the field with more than a decade of experience. Use this section for some humble bragging and tell hiring managers about your biggest accomplishments over the course of your career. Because if there’s any good time to brag, it’s on your resume, right?

Customer Service Technician Resume

• It’s surprisingly easy! Using hard numbers throughout your resume makes hiring managers slow down and read more carefully, plus using metrics supercharges your resume clout and indicates that you know your value (literally). 
• Don’t be afraid to highlight your  hobbies and interests on your resume .
• But, please, please ensure you can relate them to the job. If you’re including a super interesting hobby, a hiring manager is almost certainly going to ask you all about it. You better 1.) actually do that hobby, and 2.) be able to relate that hobby to relevant customer service tech job skills. 

Customer Service Representative Resume

• So, instead of simply adding ‘Sales’ as a skill in your customer service representative resume , use an example of where and how you used said skillset. Try, “Boosted high-end electronic sales by 34% through deep product knowledge and personalized demonstrations.”

Call Center Customer Service Resume

• Format your resume so that your most recent experience and achievements are at the top of your call center customer service resume . By doing this, you’re presenting those highlights in a way that they’re the very first thing a recruiter will probably look at.

Professional Customer Service Resume

• Let’s say you have a Certified Customer Service Professional (CCSP) certification on your professional customer service resume—it immediately lets a potential employer know you’re well-equipped and ready to provide exceptional customer service.

Customer Service Supervisor Resume

• If you know your way around a specific CRM or management software, don’t miss the opportunity to add it to your customer service supervisor resume and show an employer you’re a well-rounded candidate.

Remote Customer Service Resume

• By using a remote customer service resume template that’s clutter-free and spotlights what’s really important, you can show a recruiter what they need to see to form a positive opinion of you.

Customer Service Sales Resume

• Let’s take the poetry writing, portrait sketching, and vector illustration mentioned in this customer service sales resume . They convey that you have a knack for being creative, understanding design, and paying attention to detail—all of which will come in handy in your professional role.

Related resume guides

• Receptionist
• Sales Associate
• Front Desk Receptionist

4 Tips to Improve Your Customer Service Resume Today

Customer service resumes have gone beyond a simple list of experiences and education that prove your worth. Now, they’re as varied as the candidates themselves. Before writing a resignation letter and applying for your next job, check out BeamJobs’ list of recommendations to make your resume sound professional, look neat, and prove without a doubt that you’re the best candidate. We’ll cover:

• Customer service skills
• Formatting your customer service resume
• Quantifying your previous impact
• Customizing your resume for each job

Tip 1: Confidently choose your customer service skills

The  skills section of a resume  might be short, but it packs a punch. This is where you sell what you’re capable of and what you can do. This section is especially important for ATS to keep you in the running, so it’s crucial to pay attention to what skills you possess.

You should list both hard skills (like Microsoft Office Suite, HubSpot, or HelpDesk) and soft skills (like organization, problem-solving, and interpersonal communication). The best place to find applicable skills would be the job description itself—see what’s required for the tasks listed, and then use those tasks to steer you in the right direction.

Let’s say you run across a  customer service job description  requesting bilingual support like this:

• Answer telephone calls and emails promptly in Spanish and English
• Maintain and extend client base through positive customer interaction
• Excellent verbal and written skills in both Spanish and English
• Strong organizational and analytical skills 
• Flexible—must be able to work independently AND with a team daily

Based on the job description, it’s clear this company values a bilingual, organized individual who is an effective communicator. These skills (as long as they accurately define you) should serve as the foundation of your skills section. And a word to the wise—don’t apply for a job if you can’t honestly say you own the skill set required. 

Now, it’s time to tailor your skills section to the job description, which could look like this:

• Bilingual (Spanish and English)
• Organized 
• Strong verbal and written communication 
• Proven customer success 
• Empathetic 
• Methodical and thorough documentation 
• CRM (HubSpot)

Not every customer service job description will look like the one above, so your skills section should reflect the role for which you’re applying.

The following skills would be great additions to other customer service positions:

• Data analysis
• Metrics-driven
• Customer service reporting
• Self-motivated
• Social media
• Creative problem-solver
• Inquisitive

Tip 2: Format your resume for the ATS and recruiters 

When you open the pages of a book, what’s more inviting: dense blocks of text with little color or short paragraphs with headings, indents, and plenty of white space? The latter is easier to read and, thus, more inviting. Your customer service resume needs to follow the same principle since it’s your first impression. Make the recruiter’s job as easy as possible by being neat, easy to read, and understandable. 

There are multiple ways to achieve this, but one of the easiest is to put things in  reverse-chronological format . This helps recruiters know immediately where you’re coming from. (For example, if you recently worked as a customer service representative, you’ll have a shorter adjustment period. And even if you were a customer service rep a few years ago, the reverse-chronological order will help recruiters quickly assess your qualifications.)

Further suggestions for keeping your resume easy to read: 

• Bullet points rely on keywords, essential for making your resume ATS-friendly. The condensed structure and repetitive points also relieve eye strain when reading.
• Place the customer service title beneath your name to make it easier for the recruiter to keep that specific job in mind as they scan your resume. This is especially crucial when a company is hiring for multiple positions.
• The average time a recruiter spends looking at a resume is six to seven seconds, which means you should only include necessities. Anything else that’s relevant can be brought up in the job interview.
• Some companies see them as antiquated, but others like knowing exactly what you’re aiming for. Scan resumes in the job field to see if others include them, and consider reaching out to current employees on LinkedIn for advice.
• Primarily, fancy icons or images may confuse the ATS. Beyond that, leaving them off your resume looks more professional; plus, it leaves room for more important things, like skills or awards.

Objective or summary for your customer service resume?

Objectives and summaries  are a hot topic for resumes. It’s up to you to decide if an objective or summary is needed for your customer service resume. Typically, objectives/summaries are a good idea if you’re changing careers, you’re an entry-level applicant, or if you want to customize them for each application. Otherwise, it would be best to leave space for other things.

The difference between objectives and summaries rests in their purpose and your level of experience. Both are roughly two to three sentences, but  an objective describes your interest and qualifications for the job while a summary highlights your past work . If you have limited experience, you should choose an objective to sell why you’re the best candidate, but if you’re years into customer service, you could include a summary to describe your unique background.

No matter if it’s a summary or an objective, it should always be concise, informative, and personal ; this is your chance to show your personality and skills before the interview, so make it count.

When you write your objective, communicate your reason for applying and why you’d make a great candidate. Avoid making it generic, flat, or too casual: 

• College graduate looking for work in the customer service industry to start a life-long career. I’m hardworking, great with people, and skilled with computers.

Instead, your objective should be specific, detailed, and unique to both you and the job description. Try something that highlights your skills regardless of your experience level:

For those who have 10+ years of experience, a summary is the best way to go. Poor summaries have limited and vague information:

• I’m a manager who is seeking further professional growth. I’m good at resolving conflicts, handling money, and writing reports; looking for a job that will give me experience and career options.

Rather, a summary should be a highlight reel of your accomplishments and expertise. To further showcase your talent, add metrics here, too:

This summary is tailored to the position and outlines the candidate’s experience and skills while being personable and not too formal. By carefully crafting your objective or summary, you can rise above the competition in just two to three sentences.

Tip 3: Leverage metrics on your customer service resume 

Leveraging metrics is all about avoiding generality and demonstrating success. Most job description bullets don’t describe how successful, friendly, or efficient you were. However, saying, “Assisted 200+ customers weekly with technical questions with a 98% customer satisfaction rate,” tells the recruiter the specifics of your talents and abilities. 

Writing metrics for every single bullet point isn’t necessary, but including an estimate when you can is better than staying vague.

Some customer service metrics to add to your resume include:

• Customer satisfaction (CSAT) score: The core aspect of customer service is keeping customers happy, so providing high CSAT scores based on your interaction with customers is bound to get recruiters noticing.
• Net promoter score: Just like the CSAT, this gives an insight into how happy customers are with the company. 
• Employee retention rate: This statistic works well if you’re in a management position with a tight-knit group. That means your leadership has a direct effect on how many customer service reps leave or stay.
• Resolution rate: By showing a percentage of solved cases, you demonstrate your effective problem-solving skills and care for the customer.
• Customer effort score: This shows how much effort it took to get an issue resolved. Less effort means you’re easier to work with and more effective, which is why a low CES score is useful to add to your resume.
• Customer/employee numbers: Providing the number of teammates, employees, or customers you’ve helped or served is a great way to show your capability in helping large volumes of people.

Now that you know what kind of metrics to include, below are some examples of how you can use them in practice. If you have trouble calculating some of the aforementioned metrics,  HelpCrunch  or  Kustomer  have some helpful formulas. 

• Assisted over 250 patrons with technological questions monthly with a consistent 86 CSAT score based on interactions
• Extended the client base through positive, empathetic communication, resulting in a net promoter score of over 50
• Led a group of 20 employees through conflict resolution training, and updated onboarding processes that improved employee retention by 23%

Tip 4: Customize your customer service resume for the job 

Just as every company is different, no customer service position is identical. So, why would you submit the same resume for multiple customer service job applications? Tailoring your resume shows you have researched the job and helps corroborate your candidacy.

Check the following list for advice on how to customize sections of your resume:

• Mention the company by name and what you hope to accomplish. Check the “job details” section of the job description to see what the company hopes to achieve, whether it’s boosting customer loyalty or increasing customer satisfaction.
• Many customer service jobs require similar skills, but that doesn’t mean your skills should stay stale. Check the job description’s qualifications to scan for skill keywords to use. Keep it under 10 to avoid being excessive.
• Include the job description requirements in your resume as much as you can. If the job description says they’re looking for someone who will “standardize quality customer service through positive customer interactions,” mimic that wording on your resume to describe your past achievements. This helps make your resume ATS-friendly while highlighting your skills.
• No matter the customer service role you’re seeking, there are many ways to  write your resume  so that it’s relevant and unique to every application:

Customer service resume

• All of these are good ways to customize your job description points.
• Include a concise objective that mentions the company by name, and highlight why you’re qualified for the job.
• Have you assisted large volumes of customers or boosted overall customer numbers? Have you increased efficiency or used specific software discussed in the job description? 

Customer service rep resume

• Outcomes like increased sales or error reductions are great metrics to include.
• Highlight skills like empathy, friendliness, and negotiation in your skills section and job description bullets.
• Include your goals for your interactions with customers, like “established lasting relationships” to draw attention to your interpersonal skills.

Customer service manager resume 

• Use verbs like “directed,” “led,” or “modeled” to demonstrate productive leadership.
• Include a summary to showcase the success of your career so far and what you can bring to your new job.

Entry-level customer service resume

• For example, if you were a lab assistant, you had to be highly organized and a great problem-solver, which would work well in a customer service resume.
• Stress your ability to work well with people—include any courses,  extracurricular projects , or volunteer efforts where you interacted with people consistently. 

Retail customer service resume

• Include past experience where you solved problems, troubleshot issues, or resolved disagreements.
• Anything relating to product management would be an excellent addition—think of past jobs that dealt with marketing or sales, especially if you can provide metrics like increased revenue or reaching sales targets.

Customer success manager resume

• CSMs must be able to see trouble coming and steer clear, so include responsibilities where you proactively and positively improved the customer’s experience.
• Resilience and tenacity are two core elements of the customer success journey, so long-term projects and goals are solid additions to prove you’re willing to spend the time to get something done right. 

Bilingual customer support resume

• Include all languages in which you’re fluent in the skills section. Also, make sure to highlight your bilingual (or multilingual) abilities in your objective or summary.
• Mention how you improved your customer service strategies or practices as this will show you actively make customer experiences better for everyone.

Customer service consultant resume

• CSCs are also great advocates for both the customer and the company. They see things from both the customer’s perspective and the company’s, so keep your resume balanced between your advancements for the company and your success with customers.

The keys to your customer service resume

Resumes are your first impression, so it’s important you make a good one. By taking the extra time to customize and adjust your customer service resume, you’ll catch the eye of hiring managers. With your list of relevant skills, professional formatting, specific job metrics, and customized additions, your resume is sure to stand out from the competition.

Upload your resume to our  resume checker  to see if your resume meets our AI-powered recommendations. If you’re starting from scratch, use the  best free resume builder , which allows you to create resumes from the ground up with helpful hints and tools from BeamJobs. If you’ve made it this far, it’s safe to say you’re well on your way to crushing your customer service resume!

• • Led a team of 30 customer service agents, improving team efficiency by 25% through targeted coaching and process optimization.
• • Implemented a customer feedback loop that led to a 15% increase in customer satisfaction scores over a 6-month period.
• • Collaborated with cross-functional teams to streamline gate operations, resulting in a 10% increase in on-time departures.
• • Spearheaded the adoption of a new ticketing system, reducing check-in times by 5 minutes per passenger.
• • Orchestrated employee participation in safety training programs, achieving a 20% reduction in workplace incidents.
• • Championed an initiative to enhance the lost luggage claim process, recovering 500+ items for customers within the first quarter of implementation.
• • Trained and mentored a team of 20 agents, increasing team performance metrics by 30%.
• • Facilitated a seamless introduction of new self-service kiosks, cutting average wait times by 7 minutes.
• • Managed crisis situations, ensuring 90% customer retention rate following resolution of travel disruptions.
• • Negotiated with service providers to enhance lounge amenities, improving customer ratings by 20%.
• • Implemented a recognition program that boosted employee morale and reduced staff turnover by 15%.
• • Resolved 200+ customer inquiries per week, maintaining a resolution success rate of 95%.
• • Contributed to a 10% improvement in loyalty program enrollment by driving awareness through excellent service.
• • Pitched and executed a project to improve signage at check-in areas, enhancing navigation for travelers.
• • Assisted with the training of new hires, helping to shorten the average training period by 2 days.

25 Customer Service Resume Examples & Guide for 2024

Craft the Perfect Customer Service Resume with Our Expert Tips and 25 Ready-to-Use Templates.

All resume examples in this guide

Entry-Level Customer Service

Client Engagement Manager

Client Service Manager

Customer Account Manager

Customer Care Manager

Customer Experience Manager

Customer Relations Manager

Customer Sales Representative

Customer Service Manager

Customer Service Retail

Field Service Manager

Service Advisor

Customer Service Associate

Customer Service Specialist

Retail Customer Service Clerk

Bilingual Customer Support

Customer Service Success Specialist

Customer Service Coordinator

Customer Service Technician

Call Center Customer Service

Customer Service Supervisor

Remote Customer Service

Customer Service Agent

Customer Service Consultant

Resume Guide

Customer service resume sample, how to format a customer service resume, how to write your customer service resume experience, how do i write a customer service resume with no experience, how to list your hard and soft skills on your resume, how to list your certifications and education on your resume, how to write your customer service resume summary, additional sections for a customer service resume, in conclusion.

Crafting a customer service resume is like delivering excellent support—it requires precision, clear communication, and an understanding of what is a resume . Your resume serves as the first impression a potential employer has of you, making it crucial to convey your skills and experience effectively.

In an industry where 78% of customers abandon purchases due to poor service , knowing how to write a resume  that reflects your dedication to quality is essential. This guide will help you learn the best strategies for presenting your ability to resolve issues, stay composed under pressure, and create positive experiences—ensuring your application makes the impact you intend.

Key takeaways

• Use a reverse chronological format to highlight your most recent and relevant experience.
• Ensure ATS compatibility by matching resume language to the job description and maintaining a clear format.
• List work experience with job titles, locations, and dates, emphasizing customer service skills.
• Quantify achievements, like improved satisfaction ratings or reduced response times, to show impact.
• Include a skills section with both technical skills and soft skills essential for customer service.
• Detail education with relevant coursework and honors to demonstrate formal training in customer service.
• Craft a resume summary that underlines your customer service experience, skills, and achievements.

First things first. Let’s have a look at what a classically good resume looks like in regards to a customer service candidate.

Below is a great example of a resume written by a customer service applicant. Feel free to copy and adapt it to your needs.

Richard Blake

Customer Service Representative

[email protected] | LinkedIn Profile | Yakima, WA

Dedicated Customer Service Representative with over a year of experience in sales and customer service, specializing in providing solutions for critical electrical infrastructure and power systems. Strong communicator with a proven ability to manage orders, quotes, and resolve customer issues effectively. Seeking to leverage technical knowledge and customer service skills to enhance customer satisfaction and drive success in a team-oriented environment.

Ritz Company, Yakima, WA

June 2023 – Present

• Delivered exceptional customer care to both internal and external clients, consistently meeting service-level agreements.
• Managed regional customer support, including accurate order entry, quotes, and RMAs, ensuring timely and precise processing.
• Communicated with customers and representatives to provide updates on deliverables and resolve issues with minimal supervision.
• Collaborated with the team to track customer feedback and implement solutions to drive customer satisfaction.

Sales Associate

Johnson’s Retail, Yakima, WA

June 2022 – May 2023

• Provided excellent customer service, assisting customers with product selection and inquiries.
• Managed cash register operations, such as handling transactions and maintaining accurate records.
• Assisted in inventory management and restocking to ensure product availability and organization.

Associate of Business

Yakima Valley College, Yakima, WA

Graduated: May 2022

• Relevant courses:  Business Communication, Customer Service Management, Technical Writing, Principles of Marketing
• Honors:  Dean's List, Spring 2021
• Certifications
• Certified Customer Service Professional (CCSP)
• Customer Service Manager Certification (CSMC)
• Customer Relationship Management (CRM) Systems
• Order Processing and Documentation
• Technical Product Knowledge Acquisition
• English (Fluent)
• Spanish (Conversational)

Having seen a proper resume, let’s get into the details of what goes into creating one yourself.

Think of your resume as the first impression you make on potential employers, much like a well-designed storefront invites customers in. Just as every detail in a store’s layout is carefully considered to enhance customer experience, understanding what makes a good resume  is crucial.

Your resume format  should be clear, organized, and tailored to impress recruiters, reflecting your professionalism and attention to detail. Here’s how to format a polished resume layout  for a customer service representative.

The most effective resume format  for a customer service role is the reverse chronological order . This format highlights your most recent and relevant experience first, showcasing your current skills and expertise, which is vital in a dynamic, customer-centric industry.

The order of the resume sections  should flow as follows (we’ll go over each of these in detail later):

• Resume summary
• Work experience
• Additional sections (e.g. languages, hobbies and interests, etc.)

This structure is favored by recruiters because it presents your qualifications in the most organized and appealing way.

Resume design tips

• Keep resume margins  between 0.5 to 1 inch to maintain a professional and readable layout.
• Use business colors on your resume , primarily black and white, with minimal accent colors for resume headings  to create a polished and clean appearance.
• Choose clean, professional fonts  like Arial, Lato, or Rubik, sized 10 to 12 points for readability.
• Consider a double-column resume layout  to clearly organize your customer service skills, technologies, and achievements.
• Aim for a one-page resume , though two pages are acceptable  if you have extensive experience directly relevant to customer service.

Resume header

• In your resume header , include your contact information , such as your city and state, but omit your full address , as it's less crucial for customer service roles, especially if remote.
• Provide a professional email address  and relevant links, such as your LinkedIn profile .
• Generally, avoid adding a photo  unless specifically requested or customary in your job market.
• Craft a clear resume headline  that summarizes your customer service expertise and emphasizes your adaptability and success in various service environments.

File format:

• Save your resume as a PDF  to maintain consistent formatting.
• Use “FirstName LastName CustomerService_Resume.pdf” as a naming convention  for clarity.

ATS (Applicant Tracking Systems)  often cause unnecessary concern. Despite common misconceptions , our tests revealed that elements like fonts, colors, columns, and resume length  generally don’t hinder parsing. Instead, prioritize aligning your resume’s language with the job description and paying attention to formatting details like dates and bullet points, as these can impact your application.

Remember, not all companies rely on ATS, so avoid overloading your resume with keywords—clarity and readability should remain your focus.

Unsure if your current resume meets ATS standards? Try Enhancv’s free ATS checker  to see how it measures up!

Is your resume good enough?

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

With your resume format set, the next step is to focus on your work experience, a crucial element in writing a standout resume  that focuses on your strengths in customer service.

Listing work experience  on a customer service resume is essential as it demonstrates your ability to handle real-world customer interactions, establishes your credibility, and highlights your capacity to resolve issues effectively. It shows potential employers your expertise in managing customer needs and your proficiency in working within a team-oriented environment.

How to write work experience entries

• Job title, company (optional, company description), location, and dates:  This information sets the context of your experience, providing a clear timeline and background.
• Concise bullet points :  Clearly describe your key responsibilities and achievements in each role, focusing on your ability to assist customers, manage inquiries, and resolve complaints.
• Relevant skills and tools:  Mention specific customer service software, CRM systems, and methodologies you’ve used, such as Zendesk, Salesforce, or problem-solving techniques.
• Impact underlined:  Quantify your results when possible, such as the number of customer issues resolved, customer satisfaction ratings improved, or efficiency enhancements you implemented.
• Action verbs and strong adjectives : Use powerful action verbs  and descriptive resume adjectives  to convey your contributions and emphasize your proactive approach.

Customizing your resume  is essential because it makes your skills and experiences more relevant to the job, proving that you’re a strong match for the position. It also meets the employer's expectations by showcasing your awareness of the role and the company’s challenges—especially vital in customer service, where knowing client needs and giving effective solutions is crucial.

How to tailor your work experience effectively

• Carefully read the job posting:  Identify the specific skills and qualifications required, and incorporate these keywords and phrases  into your work experience descriptions.
• Illustrate relevant experience:  Focus on aspects of your past roles that closely align with the new position’s requirements, such as customer engagement, conflict resolution, or teamwork.
• Highlight relevant roles:  If you’ve held a variety of positions, prioritize those that align most closely with the job you’re applying for, displaying the responsibilities that demonstrate your suitability for the role. This may involve placing greater emphasis on certain aspects of your past positions.

Let’s have a look at an actual job ad for a Customer Sales Representative and use it as the basis for tailoring your resume sections .

As a Customer Service Representative in Sales and Customer Service, you’ll provide solutions and services that help our customers protect and control critical electrical infrastructure and power systems worldwide.

As a Customer Service Representative, a typical day might include the following:

• Providing world-class customer care to both internal and external customers.
• Engaging in regional customer support activities including accurate entry of orders, quotes, and RMA's, and creation and maintenance of special specifications.
• Communicating to customers and reps on deliverables and resolving additional customer service issues with some work direction from supervisor and peers.
• Completing and passing required customer service certifications.
• Using judgment skills, prior experience, and company policies and procedures to resolve standard and in-region problems .
• Assisting with customer feedback tracking and driving to customer satisfaction.

This job might be for you if you have:

• A minimum of one year of customer service experience.
• An Associate's degree or related business experience.
• Strong computer skills.
• The ability to learn concepts and technical details of products.
• Strong writing, proofreading, documentation, and communication skills.
• The ability to learn new skills and assume new responsibilities.
• The ability to work cooperatively in a team environment.

Below is a tailored work history section. The highlighted texts in the job ad have been targeted in the entries.

• • Provided exceptional customer support, enhancing customer satisfaction ratings by 15% through effective communication and problem resolution.
• • Managed regional order entries, quotes, and RMAs, reducing processing errors by 20% using Salesforce and Zendesk CRM systems.
• • Resolved customer issues promptly, improving average response times by 30% and contributing to higher service standards.
• • Assisted in tracking and analyzing customer feedback, driving a 10% increase in repeat business and loyalty.
• • Delivered high-quality customer service, achieving a 90% satisfaction score by accurately addressing customer inquiries and concerns.
• • Processed orders and returns with precision, reducing order cycle times by 15% and minimizing errors.
• • Utilized problem-solving skills and CRM software to handle standard and complex customer service issues, achieving a 25% improvement in first-contact resolution rates.
• • Collaborated with team members to streamline customer feedback processes, resulting in a 20% enhancement in service efficiency.

Targeting explanation :

• Highlighted customer service and support skills, directly aligning with the job's requirement for world-class customer care.
• Emphasized experience with CRM systems like Salesforce and Zendesk, matching the job's need for handling orders, quotes, and RMAs.
• Demonstrated quantifiable achievements in improving customer satisfaction and operational efficiency, aligning with the job's focus on enhancing customer satisfaction and service quality.

Now that you’ve seen the best way to customize your customer service experience, let’s explore the element of quantifying your achievements.

How to quantify your experience on a resume

Including numbers and results  on a customer service resume is crucial because they clearly show the impact of your work, such as improving customer satisfaction or reducing response times. To quantify these effectively, use specific metrics like the percentage increase in customer satisfaction, the number of customer issues resolved, or the reduction in average call handling time. To better help you, here are some examples of using metrics in the context of customer service:

• Quantify the percentage increase in customer satisfaction scores  after implementing the feedback you provided.
• Specify the average response time reduction in handling customer inquiries  after you optimized a specific process.
• Detail the number of customer issues resolved per day or week  and the impact this had on customer retention.
• Indicate the percentage of calls or emails successfully converted into repeat customers  through your service efforts.
• Mention the percentage improvement in first-contact resolution rates  after you developed or refined customer service strategies.

Now with that understood, let’s go through what you can do to create a successful resume even if you lack professional experience.

If you're applying for an entry-level  customer service job, don't be discouraged—many people start their careers in customer service, and you can still secure a position even without prior experience. Crafting a successful resume without work experience  is achievable by emphasizing other parts of your application to prove your potential and skills.

Here is a list of things you can do:

Use a functional resume format :   Focus on skills rather than work history to highlight your abilities in customer service-related tasks.

Consider a hybrid resume format : Combine elements of functional and chronological resumes to balance skills and limited work experience. It’s also a great format if you’re transitioning fields.

• Display transferable skills : Skills gained from other experiences, such as communication, problem-solving, empathy, and teamwork, are crucial for customer service.
• Show relevant coursework or certifications : List any courses or certifications, such as LinkedIn Learning customer service courses, that demonstrate your knowledge and commitment to the field.
• Add a volunteer or internship experience section : This means any unpaid work or internships where you developed customer service skills, detailing specific tasks and accomplishments.
• Incorporate an achievements or awards section : Mention any academic achievements, awards, or recognition that underlines qualities valuable in customer service, like leadership or excellence in communication.
• Leverage personal projects : Describe any personal projects  or initiatives where you showed customer service skills, such as managing a community event or volunteering for a local organization.
• Add a cover letter : Accompany your resume with a cover letter  that explains your passion for customer service and how your background makes you a strong candidate despite lacking formal experience.

Include a strong objective statement

Start with a concise resume objective statement  that reflects your enthusiasm for customer service and outlines your key strengths and attributes relevant to the role.

• Shine a light on relevant skills and qualities : Focus on key customer service skills such as communication, problem-solving, and empathy, and mention how you plan to use these abilities to contribute to the company’s success.
• Tailor the objective to the specific job : Customize your statement to reflect the company's values and the role's requirements, demonstrating that you understand their needs and are committed to delivering exceptional customer service.

Below is an ideal example of such a statement.

With your work experience outlined, it’s time to examine how to properly illustrate your hard and soft skills on your next resume.

Providing a skills section  on your customer service resume quickly displays your core competencies , allowing employers to easily evaluate how well you match the role. This section ensures that your customer service skills, both technical and interpersonal, are prominently featured.

Let’s take a look at the two types separately.

Hard skills

Hard skills on your resume  demonstrate your technical abilities in customer service. List these in a Skills or  Technical Skills  s ection , aligning them with the job description to ensure they’re relevant and easily noticed by hiring managers and applicant tracking systems.

Here’s a comprehensive list of the most sought-after hard skills for customer service professionals.

Best hard skills for your customer service resume

• CRM software (e.g., Salesforce)
• Microsoft Dynamics 365
• HubSpot Service Hub
• RingCentral
• VoIP systems
• Genesys Cloud
• JIRA Service Desk
• Chatbots/AI
• Google Workspace
• Microsoft Office Suite

Soft skills

These are crucial for customer service roles as they showcase your ability to interact effectively with customers. Soft skills  should be woven throughout your resume—in the summary, objective, work experience, and education sections—to highlight how you’ve applied them in real situations, rather than listing them separately.

Here are the essential people skills to feature in your next customer service application.

Best soft skills for your customer service resume

• Active listening
• Communication
• Problem-solving
• Adaptability
• Conflict resolution
• Time management
• Attention to detail
• Multitasking
• Team collaboration
• Critical thinking
• Emotional intelligence
• Decision-making
• Cultural awareness
• Negotiation skills

The next step is to showcase your educational background to further demonstrate your qualifications and knowledge.

Detailing your education on your resume , along with any relevant certifications, reinforces your qualifications and expertise as a customer service professional. This enhances your credibility and shows your dedication to ongoing professional growth.

Education section

Elements of an education entry:

• Specify your major and minor  to show formal training in skills relating to customer service.
• List the name of where you studied . This adds credibility to your resume and can help establish connections if the employer has ties to the institution.
• Include the year you completed your studies  to provide a clear timeline of your educational background. Consider adding the month if you’re a recent graduate.
• Mention relevant coursework  that directly aligns with customer service, like conflict resolution, psychology, or communications, to highlight specific skills that apply to the role.
• Detail any academic honors , such as Dean’s List  or Cum Laude —this will illustrate your diligence, commitment, and excellence in your studies.
• Display any customer service certifications or additional training programs , to emphasize your expertise and dedication to the field.
• Provide your GPA  if it’s above 3.5.

Next, let’s look at an example of a candidate successfully listing their associate’s degree  on an education entry. They’ve specifically tailored to the customer service job shown earlier.

• • Relevant coursework: Business Communication, Conflict Resolution, Customer Relationship Management, and Intro to Business Analytics
• • Honors: Dean’s List (2022, 2023)
• • Certifications: Completed Customer Service Fundamentals Certification and CRM Software Training

This entry effectively targets the job ad by emphasizing relevant coursework such as Business Communication and Customer Relationship Management, directly aligning with the skills needed for a Customer Service Representative. It also brings attention to certifications and honors, showcasing the candidate's commitment to professional development and excellence in customer service.

Certification section

Sometimes, it's better to list certifications on your resume  in a separate section to ensure they stand out and highlight your commitment to professional development (especially if you have several to display).

Elements of a certification entry:

• Certification name
• Issuing organization
• Date of completion or expiration (if applicable)
• Brief description of skills or knowledge gained (optional)

Here are the most popular certificate programs now available.

Best certifications for your customer service resume

• Certified Call Center Manager (CCCM)
• Customer Experience Management Certification (CEMC)
• Certified Contact Center Supervisor (CCCS)

With your education section complete, focus next on creating a strong resume summary that captures your essential skills and customer service expertise.

The resume summary  is a critical component of a customer service resume, serving as a concise introduction that highlights your key skills, relevant experience, and significant achievements in customer care. It’s designed to capture the attention of hiring managers by quickly showcasing the most impactful aspects of your background and demonstrating your suitability for the role.

Elements to include:

• Mention how many years you’ve worked in customer service to establish your experience and reliability.
• Underline essential skills relevant to customer service, such as communication, problem-solving, and familiarity with CRM systems.
• Quantify your achievements when possible, like improving customer satisfaction ratings or reducing response times, to provide concrete evidence of your impact.
• Briefly touch on your approach to customer service, such as a commitment to empathy and proactive problem-solving, to give a sense of your style and dedication.
• Tailor your summary to reflect the language and specific needs of the job posting, emphasizing how your background aligns with the company’s customer service goals.
• Avoid using the personal pronoun "I"  to maintain a professional tone.

By crafting a focused and engaging resume summary, you position yourself as a unique candidate from the very beginning.

This summary is effective because it displays relevant experience and skills that directly align with the job requirements, involving a specific metric (95% customer satisfaction rating) to demonstrate proven success. It also underlines key attributes like problem-solving, communication skills, and familiarity with industry-specific procedures.

Let’s move on and consider some additional sections to further support your qualifications and make your application shine.

Optional sections on a customer service resume can provide a more comprehensive view of your qualifications and help differentiate you from other candidates by illustrating unique skills, achievements, and experiences.

• Volunteer experience : Showcase volunteer roles that require customer service skills to show your dedication to helping others and your ability to engage with diverse groups.
• Awards and honors : List any awards or recognition you've received for outstanding customer service or related achievements to prove your excellence in the field.
• Languages skills : Mention any languages you speak fluently to highlight your ability to communicate with a broader range of customers.
• Professional affiliations : Include memberships in customer service or industry-related organizations to describe your engagement with the field and commitment to staying informed about industry trends.
• Hobbies and interests : Add hobbies and interests that demonstrate interpersonal skills or empathy to show your ability to connect with others and enhance your customer service capabilities.

Customer service is not about doing what is required, it’s about doing what is right.

Bob Farrell, American entrepreneur and motivational speaker

By carefully structuring your resume and emphasizing relevant skills, experience, and achievements, you can effectively shine a light on your suitability for a customer service role. Remember to tailor each section to the job description to maximize your chances of getting noticed by potential employers.

Looking to build your own Customer Service resume?

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Frequently asked questions about customer service resumes

How long should i make my customer service resume, what is the best format for a customer service resume, which customer service skills are most important to add to your resume, how can i make my customer service resume stand out, should i include a cover letter with my customer service resume, how do i showcase my career progression on a customer service resume, how to ask for feedback after an interview, how to send a career fair follow-up email [samples included], how to explain employment gap on resume, influencing the recruiter with a resume website, how to write a career change resume summary with examples, how to organize your resume in 2023 [+ resume examples].

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20+ Key Customer Service Skills to List on Your Resume in 2024 (With Examples)

To land a job in customer service, you need to showcase your best skills to employers. Customer service involves both technical and interpersonal skills. This makes a diverse skillset all the more important! In this guide, we will uncover the best customer service skills to include on a resume. Plus, we will provide you with tips and tricks for formatting.

What is Customer Service?

Customer service is a vast industry spanning many different forms of business.

From answering customer calls to building customer relationships, there are many responsibilities involved.

Aside from the general Customer Service Representative, other common examples of jobs within customer service include:

• Call Center Representatives
• Administrative Assistants
• Restaurant Workers
• Salespeople

Essentially, any job that deals with working directly with customers falls under the customer service umbrella.

Why Should I Include Customer Service Skills on My Resume?           

When applying for a job in customer service, showing your ability to work well with people is key.

Including skills on a resume allows you to showcase your best strengths to employers.

By adding specifically customer service skills, you can demonstrate your most relevant abilities according to the job you are applying to.

You never want to include skills just for the sake of it.

It is imperative to always tailor your skills to match the requirements listed in the job description.

Moreover, you should always be honest in what skills you include.

Never list a skill you don’t actually have!

Need help brainstorming skills? We have a free guide with 100+ Key Skills for a Resume in 2024 (with Examples for Any Job) to help you out.

Beautiful resume templates to land your dream job

What Are the Best Customer Service Skills I Should Add to My Resume?

Before you can determine the best customer service skills to include on your resume, you need to understand the two main types of skills:

• ‍ Interpersonal (Soft) Skills: These skills are based on emotion and human interaction. Much of customer service relies upon interpersonal skills such as communication and problem-solving. ‍
• Technical (Hard) Skills: Hards skills have to do with your technical abilities, such as writing or working with software.

When writing out your skills on a resume, it is important to include both soft and hard skills.

For customer service, you should always take the time to plan out the skills you want to include.

By making a large list you can then narrow it down to the most relevant and best ones.

10 Soft Skills for Customer Service

Here are our top 10 soft skills for customer service to consider adding to your resume:

• ‍ Conflict Management: Being a customer service representative means dealing with conflict. The ability to calmly and effectively manage customer conflicts is essential.
• ‍ Communication: Communication skills are arguably the most important soft skill for customer service. You need to be able to communicate clearly and easily with all types of customers. ‍
• Empathy: Customers want to feel like you relate to them. A strong sense of empathy comes in handy when working in the customer service realm.
• ‍ Compassion: You never know what’s going on in a customer’s head or life. Treating each situation with compassion towards the customer is highly necessary.
• ‍ Problem Solving: During customer conflicts, being able to think of a solution quickly is key.
• ‍ Patience: Miscommunications can occur when interactions are rushed or not given proper attention. Having patience is crucial when working in customer service.
• ‍ Attention to Detail: Many technicalities can affect customer service. The ability to pay close attention to a customer’s issues and the solutions given is a core component of good customer service.
• ‍ Intuitive: Making customers feel as though all their problems have been solved is very beneficial. Acting intuitively and proactively to address potential customer issues makes for great customer service.
• ‍ Goal-Oriented: When working with customers, it is essential to set clear goals and boundaries. This helps to ensure everyone understands the expectations and standard of work being provided.
• ‍ Persuasion: In sales positions especially, having the ability to persuade a customer’s emotions and viewpoints is highly necessary. You should be able to position yourself as the guide that can offer the best solutions to them.

10 Hard Skills for Customer Service

Here is a list of 10 hard skills for customer service to use on a resume:

• ‍ Microsoft Office & Google Suite: Microsoft and Google programs are widely used across all industries. Familiarizing yourself with these programs will give you a competitive edge, as employers won’t need to train you on how to use them.
• ‍ Writing: Writing skills are majorly important in any job related to communication. In customer service, this often translates to writing emails and official company copy.
• ‍ Bi/Multi-Lingual: Speaking multiple languages is always a plus in customer service. If you can fluently speak and translate more than one language, be sure to include this on your resume.
• ‍ Data Entry: Customer service can sometimes involve a huge amount of data. Understanding the basics of data entry is foundational for a successful customer service professional.
• ‍ Performance: Customer service professionals take on a persona used to persuade, empathize, and relate to customers. Having a good ability for performance and acting can be highly useful in this field as a result.
• ‍ Situational Analysis: Every customer and situation is different. An important hard skill for customer service reps to have is the ability to thoroughly analyze each situation. This can involve note-taking, research, gathering feedback, and many more essential tasks.
• ‍ Telecommunication: In an increasingly digital world, good telecommunication has become crucial for customer service. This can refer to any interaction happening digitally, including phone calls and online services.
• ‍ Bookkeeping: A fundamental component of customer service is keeping thorough records. Transactions, contracts, and more can all fall under the umbrella of bookkeeping. Honing these skills is good for any professionals seeking employment in customer service.
• ‍ Closing Ability: A customer service professional must develop a specific skill known as their “closing ability.” This is their ability to finalize a deal or transaction with a customer. It combines many soft skills, such as negotiation and persuasion, to create a more technical skill.
• ‍ Product Memorization: The ability to memorize large quantities of information is highly important in customer service.

No matter whether they are hard or soft skills, all your skills should be selected according to the job.

In fact, tailoring your resume for the job is crucial for impressing employers!

Read our career advice article on how to Tailor Your Resume to Any Job in 4 Easy Steps to learn more.  

How Do I Describe My Customer Service Skill Levels?

When describing your customer service skills on a resume, it is important to indicate your level of proficiency.

Generally, there are three levels commonly used on resumes:

• ‍ Expert: At an expert level, you can employ a skill according to your own assessment of a situation. Little to no outside direction is required. ‍
• Intermediate: Intermediate skill levels indicate that you are proficient but may still need some supervision. ‍
• Novice: A novice skill level lets employers know you understand the basics but do not consider the skill one of the best proficiencies.

We recommend only including your very best skills on a resume.

As such, you should aim to mainly include skills that fall into either the expert or intermediate categories.

How Do I List My Customer Service Skills on a Resume?

To include customer service skills on a resume, there are two main formatting options:

• Listing the skills in the work experience section
• Creating a dedicated skills section

Oftentimes, the best approach is to combine these two formatting options.

Including soft skills in your work experience section allows you to include greater context and explanation.

Comparatively, hard skills need less explanation and can benefit from being place in a separate section.

Here are two quick breakdowns for these formatting options:

Method 1: Listing Customer Service Skills in Your Work Experience Section

Work Experience Customer Service Representative, Whole Foods April 2018 – May 2020 · Good communication skills · Worked closely with customers · Learned better closing tactics

Why It’s Wrong: In this example, the bullet points are too vague and provide little information about the person’s responsibilities.

Adding in skills to your work experience section should add extra value, not detract from the descriptive nature of the section.

Work Experience Customer Service Representative, Whole Foods April 2018 – May 2020 · Communicated daily with customers through the call center · Fostered loyal customer relationships through an empathetic approach · Developed a strong closing ability and increased sales by 15 percent

In this corrected example, the skills clearly tie into the person’s qualifications.

The information given is much more insightful into the applicant’s work ethic and skill set.

ProTip: When describing skills in your work experience section, make sure to use active language. For help in doing so, take a look at our list of 350+ Action Verbs to Make Your Resume More Effective in 2024 .

Method 2: Creating a Dedicated Customer Service Skills Section

Customer Service Skills · Caring for customers · Answering the phone · Helping customers with returns · Using Microsoft Excel and other programs

Why It’s Wrong: This example fails to use strong skill keywords.

Additionally, it is not inherently bad to include extra words in a skills section.

However, these extra words should add value, not just take up space in your word count.

Customer Service Skills · Empathizing with Customers’ Specific Needs · Call Center Telecommunication · Conflict Resolution for Customer Returns · Microsoft Office Suite

In this corrected example, the extra words being used give the skill greater detail and specificity.

Do you need more help writing your ideal resume? Check out our guide on the 20 Best Resume Writing Tips and Tricks for 2024 (with a Free Checklist) !

Final Takeaways

Customer service is a massive industry with many employment opportunities.

To heighten your chances of landing a job in this field, focusing on your related skills is key.

Here are our 5 main takeaways for listing customer service skills on a resume:

• Include both your hard (technical) and soft (interpersonal) customer service skills.
• Relate your skills to the job you are applying for.
• Use skills in both your work experience section and a dedicated skills section.
• Provide context around interpersonal skills.
• Aim to include your best – or “expert-level” – skills first.

To learn more about creating the perfect resume, check out our many free resume guides and career advice articles !

Browse more resume templates that fit your role

Ed is a co-founder of Easy Resume. His background in scaling teams at tech startups over the last decade has given him extensive experience and knowledge around how to hire top talent and build successful teams. He enjoys mentoring, coaching, and helping others reach their career goals. When he's not writing about career-related advice, he's playing with his dog, Lilo, or going on long hikes in upstate New York.

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Healthcare is a massive and important industry that contains all sorts of professionals. To land a job in healthcare, you must understand what relevant skills employers are searching for. In this guide, we will cover key healthcare skills to include on your resume and why doing so is so important.

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IT is a massively growing industry with tons of potential for professional growth. It’s no wonder why so many applicants are flocking to these jobs! In this guide, we will cover what IT skills are and offer you examples of some of the top skills to include on your resume.

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Including technical skills on a resume is an absolute necessity. These types of skills show employers your quantifiable qualifications. In this guide, we will cover exactly what a technical skill is and some of the best examples to include on a resume.

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With the world becoming more digitally focused, having strong computer skills is more important than ever. In this guide, we will cover what computer skills are and which ones are best to include on your resume.

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

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Customer Service Agent Resume Template

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

A customer service agent assists a company’s customers, addresses concerns, and answers questions. This is a customer-facing position so you need to be approachable, friendly, polite, and helpful. Recruiters would prefer to see a resume showing customer service experience in their industry. Any extra steps you have taken to gain certification or even a degree in customer service or a related field would also be a huge positive.

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your customer service agent resume in 2024,    include any other customer-facing experience..

If you have experience in sales or any other customer-facing job, feel free to include it if your experience section is looking scarce. There are very many relevant transferable skills you will gain from these positions which would help you succeed as a customer service agent.

   Quantify your workload capabilities.

Impress recruiters by including figures of how many customer complaints you resolved in previous positions. Include any other impressive figures related to customer service tasks.

We spoke with hiring managers at companies like Amazon, Apple, and Walmart to learn what they look for in customer service agent resumes. The following tips will help you create a strong resume that gets noticed by employers in the customer service industry.

   Highlight your communication skills

Excellent communication is essential for customer service roles. Showcase your ability to communicate effectively with customers and colleagues.

• Handled 50+ customer inquiries per day via phone, email, and chat, resolving 95% of issues on the first contact
• Collaborated with cross-functional teams to implement process improvements, reducing average call handle time by 20%

Avoid vague statements that don't demonstrate your skills:

• Good communication skills
• Team player with strong interpersonal abilities

   Quantify your customer service achievements

Use numbers and metrics to show the impact of your work. This helps employers understand the scope of your responsibilities and achievements.

• Maintained a 98% customer satisfaction rating based on post-call surveys
• Resolved 85% of customer complaints within 24 hours, exceeding team target of 80%
• Processed 200+ orders per shift with 99.5% accuracy

Compare this to a resume without quantified achievements:

• Helped customers with orders and complaints
• Worked to improve customer satisfaction

   Tailor your resume to the job description

Customize your resume for each job you apply to. Use keywords from the job posting and highlight relevant skills and experience.

Customer Service Representative with 5+ years of experience providing exceptional support for e-commerce and SaaS companies. Skilled in conflict resolution, problem-solving, and building customer loyalty. Proficient in Zendesk, Salesforce, and Asana.

A generic, untailored resume summary might look like:

Experienced Customer Service Representative looking for a new opportunity. Strong communication skills and ability to work in a fast-paced environment.

   Include relevant certifications and training

List any customer service-related certifications, courses, or training you've completed. This shows your commitment to professional development and industry knowledge.

• Certified Customer Service Professional (CCSP), Customer Service Institute of America
• Completed 'Effective Communication for Customer Service' course on Udemy
• Attended 'Mastering Difficult Customer Conversations' workshop at CS Summit 2022

Don't include irrelevant or outdated certifications:

• CPR and First Aid Certified (expired)
• Microsoft Office Specialist (not directly related to customer service)

   Showcase your problem-solving abilities

Employers value customer service agents who can think critically and solve problems independently. Highlight instances where you successfully resolved complex customer issues.

• Investigated and resolved a recurring billing issue affecting 50+ customers, resulting in a 25% reduction in related complaints
• Developed a troubleshooting guide for common technical issues, reducing escalations to Tier 2 support by 30%

Avoid generic statements that don't showcase your problem-solving skills:

• Helped customers solve problems
• Handled customer complaints and issues

   Emphasize your industry and product knowledge

Demonstrate your understanding of the industry, products, or services you've supported. This shows employers you can provide informed assistance to customers.

• Developed deep knowledge of company's SaaS products, enabling me to resolve 90% of technical inquiries without escalation
• Stayed current on industry trends and competitor offerings to provide informed recommendations to customers

Avoid broad statements that don't highlight your specific knowledge:

• Familiar with various products and services
• Knowledge of industry trends and best practices

Writing Your Customer Service Agent Resume: Section By Section

  summary.

A resume summary, also known as a professional summary or summary statement, is an optional section that goes at the top of your resume, just below your contact information. It's a short paragraph, typically 3-5 sentences long, that provides a high-level overview of your most relevant skills, experiences, and achievements.

While a summary is not required, it can be beneficial for customer service agents to include one, especially if you have several years of experience or are making a career change. It allows you to highlight your most impressive qualifications upfront and quickly convey your value to potential employers. However, avoid using an objective statement, as they are outdated and focus on what you want rather than what you can offer.

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

1. Tailor your summary to the customer service role

When writing your summary, it's crucial to tailor it to the specific customer service position you're targeting. Read through the job description carefully and identify the key skills, qualifications, and experiences the employer is looking for.

Then, showcase how you meet or exceed those requirements in your summary. For example:

• Customer service professional with 5+ years of experience in fast-paced call center environments, skilled in conflict resolution and maintaining high customer satisfaction scores.
• Bilingual customer service representative with a proven track record of handling high call volumes and resolving complex customer inquiries in the telecommunications industry.

Avoid generic or vague statements that could apply to any customer service position, such as:

• Customer service representative looking for a challenging role in a growing company.
• Hardworking and dedicated professional with strong communication skills.

2. Highlight your top customer service skills and achievements

Use your summary to showcase your most impressive customer service skills and achievements. Focus on the qualities that are most valuable in customer service roles, such as:

• Communication skills
• Problem-solving abilities
• Patience and empathy
• Technical proficiency
• Language skills

Instead of simply listing these skills, provide concrete examples or achievements that demonstrate them in action. Quantify your accomplishments whenever possible. For instance:

Customer service specialist with a track record of maintaining a 95%+ customer satisfaction rating and consistently meeting or exceeding sales targets. Skilled in deescalating conflicts, troubleshooting technical issues, and building strong customer relationships through active listening and personalized solutions.

Avoid using overused buzzwords or clichés that lack substance, like:

• People person
• Team player
• Think outside the box

  Experience

The work experience section is the heart of your customer service agent resume. It's where you show hiring managers that you have the skills and experience to excel in the role. In this section, we'll break down the key steps to writing a compelling work experience section that will catch the eye of recruiters and hiring managers.

1. Use strong, relevant action verbs

When describing your work experience, use strong action verbs that are relevant to customer service. This helps to clearly convey your responsibilities and accomplishments. Some great action verbs to use include:

• Resolved customer complaints and inquiries
• Collaborated with team members to improve customer satisfaction scores
• Communicated with customers via phone, email, and chat
• Demonstrated empathy and active listening skills

Avoid using weak or generic verbs like "helped" or "assisted." Instead, choose verbs that specifically describe the actions you took and the impact you had.

2. Highlight your customer service skills

Throughout your work experience section, find ways to showcase the customer service skills that are most valuable to employers. Some key skills to highlight include:

• Communication (written and verbal)
• Problem-solving
• Empathy and emotional intelligence
• Time management and multitasking
• Product/service knowledge

Collaborated with cross-functional teams to resolve complex customer issues, resulting in a 15% increase in customer satisfaction scores. Demonstrated strong empathy and active listening skills to de-escalate tense situations.

3. Quantify your achievements with metrics

Whenever possible, use metrics and data to quantify your achievements and show the impact you had in your previous roles. This helps to make your experience more concrete and compelling. For example:

• Resolved an average of 50 customer inquiries per day while maintaining a 95% customer satisfaction rating
• Reduced average call handle time by 20% through effective problem-solving and communication
• Consistently exceeded monthly sales targets by 10-15%

If you don't have access to specific metrics, you can still use numbers to give a sense of scale:

• Managed a high volume of customer inquiries in a fast-paced call center environment
• Trained and mentored a team of 5 junior customer service representatives

4. Show your career progression

Employers like to see candidates who have shown growth and progression in their careers. If you've been promoted or taken on increasing levels of responsibility, make sure to highlight that in your work experience section. For example:

Customer Service Representative, XYZ Company, June 2018 - December 2019 - Resolved customer inquiries via phone and email - Collaborated with team members to improve processes and workflows Senior Customer Service Representative, XYZ Company, January 2020 - Present - Promoted to senior role based on strong performance and leadership skills - Mentored and trained new team members - Developed and implemented new training materials to improve onboarding process

By showing your progression, you demonstrate your ability to learn, grow, and take on new challenges - all qualities that are highly valued by employers.

  Education

The education section of your customer service agent resume should be brief, but impactful. It's a chance to show that you have the knowledge and skills to excel in the role. Here are some tips to make your education section stand out:

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

If you graduated within the last few years, put your education section above your work experience. This is especially important if your degree is relevant to customer service.

For example:

Bachelor of Arts in Communication, XYZ University, Graduated: May 2022 Relevant Coursework: Customer Service Strategies, Interpersonal Communication, Conflict Resolution

Listing relevant coursework can show that you have specific training in customer service skills.

2. Keep education concise for mid to senior-level roles

If you have several years of customer service experience, your education section should be short. Hiring managers will be more interested in your work history.

A bad example would be:

• Bachelor of Science in Biology, ABC College, Graduated: 2005
• Relevant Coursework: Intro to Biology, Organic Chemistry, Genetics

Instead, keep it simple:

B.S. Biology, ABC College

3. Include relevant certifications with education

If you have certifications related to customer service, include them in your education section. This could be things like:

• Certified Customer Service Professional (CCSP)
• Help Desk Institute (HDI) certification
• Call Center Training certification

Listing these shows your commitment to the customer service field and that you have specific, valuable skills.

Certified Customer Service Professional (CCSP), Customer Service Institute of America, 2020

  Skills

The skills section of your resume is a critical component that showcases your abilities to potential employers. As a customer service agent, it's important to highlight the specific skills that make you stand out from other candidates. In this section, we'll break down the key steps to crafting a compelling skills section that will catch the attention of hiring managers and help you land your dream job.

1. Identify relevant customer service skills

Before you start writing your skills section, take some time to identify the most relevant skills for a customer service agent position. Review job descriptions and highlight the skills that are repeatedly mentioned.

Some common customer service skills include:

• Communication
• Time management
• Product knowledge

Choose the skills that best align with your experience and the job requirements.

2. Categorize your skills

Grouping your skills into categories can make your skills section more organized and easier to read. Consider using categories such as:

• Customer Service : Communication, active listening, conflict resolution
• Technical : CRM software, ticketing systems, chat support
• Language : Bilingual (Spanish), multilingual

Skills: Customer service, communication, problem-solving, time management, Spanish, Zendesk, empathy, patience, Salesforce, chat support, multilingual, conflict resolution

Instead, try organizing your skills like this:

Skills: Customer Service : Communication, problem-solving, empathy, patience Technical : Zendesk, Salesforce, chat support Language : Bilingual (Spanish), multilingual

3. Use industry-specific terminology

Incorporating industry-specific terminology in your skills section can demonstrate your knowledge and expertise to potential employers. For example, instead of simply listing "phone support," you could specify the type of phone system you're experienced with, such as "Avaya phone system."

Other industry-specific terms to consider include:

• Ticketing systems (e.g., Zendesk, Freshdesk)
• CRM software (e.g., Salesforce, HubSpot)
• Help desk support
• SLA (Service Level Agreement) adherence

By using industry-specific terminology, you show that you understand the tools and processes used in customer service roles.

4. Optimize for applicant tracking systems

Many companies use applicant tracking systems (ATS) to filter resumes based on keywords. To increase your chances of passing through ATS, make sure to include relevant keywords from the job description in your skills section.

For example, if the job description mentions "Zendesk experience" as a requirement, make sure to include "Zendesk" in your skills section. However, avoid keyword stuffing or listing skills you don't actually possess, as this can backfire during the interview process.

Skills: Customer service, communication, problem-solving, time management, Zendesk, Zendesk, Zendesk, empathy, patience, Zendesk, chat support, Zendesk

Instead, naturally incorporate keywords while still providing an honest representation of your skills:

Skills: Customer Service : Communication, problem-solving, empathy, patience Technical : Zendesk, Salesforce, chat support

Skills For Customer Service Agent Resumes

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

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

Skills Word Cloud For Customer Service Agent Resumes

This word cloud highlights the important keywords that appear on Customer Service Agent 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?

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• Customer Service Resume Guide & Examples for 2022

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

•  Fix all your resume's mistakes.

•  Find the Customer Service Agent skills your resume is missing.

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

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Customer Service Agent Resumes

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• Customer Service Agent Resume Example

Resume Examples

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

Common Responsibilities Listed on Customer Service Agent Resumes:

• Respond to customer inquiries via phone, email, and chat
• Resolve customer complaints and inquiries in a timely and professional manner
• Follow up with customers to ensure their satisfaction
• Maintain customer records in a database
• Monitor customer feedback and provide feedback to management
• Assist customers with product selection and ordering
• Process orders and returns
• Provide product information and technical support
• Troubleshoot customer issues
• Follow up with customers after purchase
• Track customer interactions and provide feedback to management
• Identify and escalate customer issues to the appropriate department

Speed up your writing process with the AI-Powered Resume Builder . Generate tailored achievements in seconds for every role you apply to. Try it for free.

Customer Service Agent Resume Example:

• Implemented a new customer feedback system, resulting in a 25% increase in customer satisfaction ratings and a 10% decrease in customer complaints.
• Collaborated with the product development team to identify and resolve recurring product issues, reducing the number of customer escalations by 15%.
• Developed and delivered training sessions for new customer service agents, resulting in a 20% improvement in first-call resolution rates.
• Managed a high-volume customer service queue, consistently achieving a 95% customer response rate within 24 hours.
• Implemented a customer loyalty program, resulting in a 15% increase in customer retention and a 10% increase in average order value.
• Collaborated with the sales team to identify upsell opportunities, resulting in a 10% increase in revenue from existing customers.
• Developed and implemented a customer service knowledge base, reducing average call handling time by 20% and improving first-call resolution rates by 15%.
• Identified and resolved a systemic issue with order processing, resulting in a 30% reduction in order errors and a 25% improvement in order fulfillment time.
• Collaborated with the marketing team to create customer-focused content, resulting in a 10% increase in website traffic and a 5% increase in customer engagement.
• Excellent communication skills
• Problem-solving abilities
• Customer relationship management
• Ability to handle high-volume customer inquiries
• Knowledge of customer loyalty programs
• Ability to identify and capitalize on upsell opportunities
• Training and development skills
• Knowledge of customer service software and databases
• Ability to create and manage a customer service knowledge base
• Order processing and fulfillment skills
• Collaboration and teamwork
• Ability to implement effective customer feedback systems
• Understanding of product development processes
• Ability to identify and resolve systemic issues
• Content creation skills
• Ability to increase customer engagement
• Ability to improve first-call resolution rates
• Ability to reduce customer complaints and escalations
• Ability to increase customer satisfaction and retention rates
• Ability to work under pressure and maintain professionalism
• Time management and organization skills.

Top Skills & Keywords for Customer Service Agent Resumes:

Hard skills.

• Communication skills
• Problem-solving skills
• Conflict resolution
• Active listening
• Multitasking
• Time management
• Knowledge of CRM software
• Technical troubleshooting
• Product knowledge
• Upselling and cross-selling
• Complaint handling

Soft Skills

• Communication and Interpersonal Skills
• Problem Solving and Troubleshooting
• Patience and Resilience
• Empathy and Compassion
• Active Listening and Understanding
• Time Management and Organization
• Adaptability and Flexibility
• Conflict Resolution and Mediation
• Attention to Detail and Accuracy
• Positive Attitude and Enthusiasm
• Multitasking and Prioritization
• Teamwork and Collaboration

Resume Action Verbs for Customer Service Agents:

• Collaborated
• Communicated
• Troubleshot
• Prioritized
• Followed up
• Facilitated
• Anticipated
• Streamlined

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Related Resumes for Customer Service Agents:

Customer service associate, customer service representative, customer service manager, customer service coordinator, customer service specialist, call center manager, call center supervisor, customer service executive.

10 Customer Service Skills You Need on Your Resume in 2024

Customers Interviewed by:

Although it can be challenging at times, being a customer service representative can also be an incredibly rewarding job.

After all, you have the opportunity to help people solve problems and improve their lives in some way.

Customer service is an important part of any business. In one survey , 61% of customers said they would switch to another brand after only one bad experience. This is why businesses are always looking for people with strong customer service skills. 

In this article, we’ll show you the top ten customer service skills employers are looking for. You’ll also learn how to highlight these skills on your resume and in an interview.

Table of Contents

What are the top 10 customer service skills to add to your resume, what are customer service skills, why are customer service skills important, the top 10 customer service skills, how to highlight customer service skills on a resume, how to highlight customer service skills in a job interview, how to develop customer service skills.

Here are the ten customer service skills you should consider adding to your resume to make you a more attractive job candidate:

• Communication
• Active listening
• Problem-solving
• Product knowledge
• Time management
• Adaptability
• Positive language

Hiring managers are always looking for these skills, so if have any of them, make sure to add them to your resume!

Customer service skills allow you to interact with customers in a friendly and helpful way.

Customer service goes beyond just call centers and telephone conversations. It’s a skill needed in many job roles that involve customer interactions. Cashier skills , for example, must include the ability to handle customer queries and transactions with courtesy. Similarly, barista skills need a focus on customer service to provide a pleasant cafe experience. Server skills also require excellent customer service to ensure diners are happy with their meal. Receptionist skills are incomplete without good customer service, as receptionists often provide the first impression of a business. Strong customer service is even a vital part of pharmacy technician skills , helping patients understand their prescriptions and treatments.

Customer service skills are divided into two categories: hard skills and soft skills . 

Hard skills relate to your ability to use customer service software and tools. They also refer to the knowledge you have about your company’s products and services. Soft skills relate to interpersonal skills such as communication, problem-solving, and empathy. 

To make sure you include both the hard and soft resume skills required the job, use a tool like Jobscan’s resume scanner . It uses AI technology to analyze your resume and give it a score.

It’s not an exaggeration to say that customer service skills can make or break a company. After all, if customers are not happy, they won’t come back. 

On the other hand, excellent customer service skills can help you build customer loyalty, satisfaction, and repeat business.

In fact, surveys show that 89% of customers say they are more likely to buy another product after a positive customer service experience. 

Customer service roles may vary depending on the industry. But there are certain skills that are universally valued by employers.

Here are the top 10 customer service skills that employers are looking for: 

1) Communication

Obviously, the ability to communicate with others is critical if you’re a customer service representative.

You need to be able to speak clearly and concisely, understand customer inquiries, and provide helpful responses. You also need to be able to effectively communicate with other members of your team to help resolve customer issues.

Communication skills are used in customer service in a number of ways, such as:

• Explaining product features and benefits to customers.
• Providing instructions on how to use a product or service.
• Answering customer inquiries.
• Resolving customer complaints.
• Upselling and cross-selling products and services.

2) Active Listening

Active listening goes beyond simply hearing the words someone is saying. It involves trying to understand the meaning and intent behind those words. 

Active listening allows you to be fully present with the customer and really listen to what they are saying. It shows that you value your customer and care about their experience.

Some specific examples of how active listening is used in a customer service setting include:

• Asking clarifying questions to ensure that you understand the customer’s request.
• Paraphrasing the customer’s issue back to them to confirm your understanding.
• Using nonverbal cues such as eye contact and body language to show that you are fully engaged in the conversation.

Empathy is the ability to share the feelings of another person and see things from their point of view. 

Using empathy when dealing with customers can create an emotional connection with them. This builds trust, which leads to repeat customers. In fact, 83% of customers say they won’t do business with brands they DON’T trust.

Some examples of how empathy is used by customer service reps include: 

• Showing genuine concern for the customer’s situation.
• Taking the time to really understand the customer’s needs.
• Offering help or advice when it is needed.

4) Patience

Patience is a virtue as well as a skill, and it’s one that is absolutely necessary for customer service success.

Yes, it can be difficult to remain patient when dealing with customers, especially if they are being rude or demanding. But it’s imperative that you remain respectful and professional at all times .

Some examples of how patience can be shown by workers who deal with customers include: 

• Not getting upset when customers are angry and rude. 
• Taking the time to answer customer questions thoroughly.
• Not rushing customers through their interactions.

5) Problem-Solving

Increasingly, employers are relying on customer service representatives to resolve most complaints themselves . It’s no longer the norm to pass these problems on to the manager. 

Problem-solving is about 1) identifying the exact nature of an issue and 2) resolving it in a timely and efficient manner. 

Examples of how problem-solving skills are used by customer service representatives include:

• Giving a customer a discount on their purchase. 
• Exchanging an item for a customer. 
• Refunding a customer’s money. 
• Fixing a broken product. 
• Resolving a dispute between two customers.

6) Product Knowledge

Product knowledge is about understanding the company’s products and services. This is important if you want the customer to trust you.

Product knowledge is gained through training provided by the company, self-study, or experience.

Examples of how product knowledge is used by workers who deal with customers include:

• Answering customer questions about product features and benefits.
• Recommending products to customers based on their needs.
• Helping customers troubleshoot problems with products.
• Providing product demonstrations to customers.

7) Time Management

Time management is the process of planning and organizing how to spend your time to achieve specific goals. Good time-management skills can help you keep track of multiple tasks, deadlines, and customer requests.

Examples of how time-management skills are used by workers who deal with customers include:

• Being punctual and starting work on time.
• Answering the phone within three rings.
• Being efficient in resolving issues.
• Working at a consistent pace.

8) Adaptability

In today’s fast-paced workplace, it’s important to be able to adapt to new situations and people quickly and easily.

This is especially important for customer service representatives, who often have to change their approach based on the customer’s needs or moods. This can be both challenging and exciting, as no two customers are alike .

Examples of how adaptability skills are used by customer service reps include:

• Taking the time to understand a customer’s needs and tailor their approach accordingly.
• Being able to switch between tasks or roles as needed.
• Being willing to change the way things are done in order to meet customer expectations.

9) Persuasion

Persuasion is the ability to influence people. Although this skill seems better suited to sales jobs, it’s highly useful in customer service as well. 

When an angry customer calls with a complaint, you need to be able to diffuse the situation and persuade the customer to accept a resolution that is beneficial to the company.

Examples of how persuasion skills are used by workers who deal with customers include:

• Attempting to upsell a customer by showing them additional products or services that they may be interested in.
• Giving a discount to customers who are willing to purchase a larger quantity of items.
• Persuading a customer to buy a more expensive item by explaining its features and benefits.

10) Positive Language

Positive language is a way of communicating that focuses on the good , instead of the negative . 

For example, instead of telling customers “That product is not in stock and won’t be available for another two weeks,” you could say, “That product is not in stock, but I can go ahead and pre-order it and you’ll have it in two weeks.”

When you use positive language, you send the message to the customer that you are open to communication and willing to work together. 

Examples of how positive language can be shown by workers who deal with customers include:

• Saying “Thank you for your patience” instead of “I’m sorry for your wait.”
• Saying “That’s a great question! I’ll find out for you” instead of “I don’t know.”  
• Saying “Certainly!” instead of “No problem.”

If you’re looking for a job in customer service, your resume should highlight your relevant skills and experience. 

Here are three ways to show that you’re the right candidate for the job: 

1) Be specific and provide measurable results

When describing your customer service experience on your resume, use numbers whenever possible. This demonstrates the specific, measurable results you achieved.

For example, instead of simply saying that you handled customer complaints, state how many complaints you handled on a daily or weekly basis. Then say what percentage of those complaints you were able to successfully resolve.

Here are some examples of being specific on your resume:

• Handled an average of 70 customer complaints per day with a 97% customer satisfaction rating. 
• Exceeded sales targets by 21% in 2022 by quickly assessing customer needs and providing them with detailed and accurate product information.
• Suggested a new way to persuade customers to remain with the company, resulting in 7% fewer cancellations.

2) Highlight any awards you’ve received

Customer service is a competitive field, so standing out from the crowd is important. 

Awards are a great way to separate yourself from the competition. They show potential employers that you have a proven track record of providing excellent customer service.

If you have won multiple awards, it’s best to create a separate section on your resume titled “Customer Service Awards.” Otherwise, just list your awards in your work experience section. 

When listing awards, be sure to include the name of the award, the date you received it and, if necessary, a brief description of what it was for. Here are some examples:

• Customer Service Representative of the Year, 2020. This award is given to one individual who demonstrated outstanding customer service representative skills.
• Employee of the Month, April 2021. 
• Customer Service Achievement Award, 2022. This award recognizes individuals or teams who have made a significant contribution to their organization’s customer service success.

3) Use keywords from the job description

Read through the job description and pick out words and phrases that are mentioned repeatedly. These are called keywords . Hiring managers are looking for these keywords. If they find them, they’ll keep reading. 

Keywords help you stand out in other ways. When you submit your resume, it usually goes into a computer database called an application tracking system, or ATS . 

Hiring managers then use the ATS to find suitable job candidates. They do this by typing certain keywords into the search bar (usually the same keywords found in the job description). If your resume contains those keywords, it will appear before the hiring manager.

In other words, try use the same language on your resume that is used in the job description.

Using a tool like Jobscan’s resume scanner takes the guesswork out of this process. It will tell you the exact keywords to use for every job you apply to.

Congratulations! You’ve landed an interview. Now you need to talk about the customer service skills you listed on your resume. 

Here are six ways to discuss your customer service skills in a job interview:

1) Emphasize your people skills

Customer service is about interacting with people. So it’s important to show the interviewer that you have strong people skills .

For example, you might say something like, “I had a customer who was very unhappy with the product and difficult to deal with. I listened very carefully to their concerns and found a solution that satisfied them.” 

Another example would be if you can effectively communicate with people from different backgrounds and cultures. This shows that you are able to adapt your communication style to meet the needs of others.

Whatever the example, be ready to talk about it in detail .

2) Show that you’re willing to go the extra mile

Another way to highlight your customer service skills in a job interview is to talk about a time when you went above and beyond for a customer. 

This could be something as simple as going out of your way to help them find the right product or troubleshooting an issue they were having. 

Whatever the scenario, be sure to emphasize how your actions made the customer’s experience better. 

3) Show that you can stay calm under pressure

Customer service can be challenging, so employers want to know that you can remain calm and collected even when things get tough. 

Share a story about a time when you had to deal with a difficult customer or situation, and explain how you handled it.

4) Show that you’re a problem solver

Employers want customer service representatives who can quickly and efficiently solve problems, preferably on their own. 

In your job interview, try to give an example of a time when you were able to resolve a tricky issue for a customer without asking for help. 

First explain what steps you took to solve the problem, then discuss the positive results of your efforts. 

5) Explain how you earned any customer service awards or promotions

If you received a customer service award, be sure to mention this in your job interview. And don’t forget to explain what you did to deserve praise. If you received a promotion because of your customer service skills, even better! Highlight those promotions on your resume to really stand out.

For example, if you received an award because you increased customer satisfaction scores by 20%, then mention that accomplishment. 

This will give the interviewer a clearer picture of what you are capable of, and how you can help the company.

6) Discuss any training you received to develop customer service skills

If you’ve received any kind of customer service training or certificates , you should mention it in a job interview.

First, emphasize how the training helped you develop strong customer service skills. Then show how you used those skills in your previous work experience. Finally, highlight any specific customer service techniques that you learned during your training. Explain how you would use those techniques in the role you are interviewing for. 

For example, maybe you received training on how to actively listen to customers, or how to use positive language. Discuss how those specific skills made you a better customer service representative.

Like any kind of skill set, customer service skills are developed through practice, practice, practice. 

Here are the four things you can do to grow your customer service skills:

1) Always be polite and friendly

This may seem obvious, but your attitude will set the tone for your interactions with customers. 

If you’re rude or impatient, the customer is likely to respond in kind. However, if you’re calm and professional, they’ll be more likely to follow your lead.

2) Try to see things from the customer’s perspective

The customer is contacting you because they’re experiencing a problem, so it’s important to empathize with their situation. 

Really try to put yourself in their shoes and understand how they’re feeling. This will help you respond in a way that meets their needs.

3) Stay calm under pressure

Customer service can be challenging. It’s important to maintain a positive attitude even when things get tough. 

If you can stay calm and collected, you’ll be better able to handle difficult situations.

4) Follow up with the customer after the interaction is over

This shows that you care about their experience. A simple phone call or email can make all the difference in creating a lasting impression.

Customer service skills are important because they allow you to understand and meet the needs of your customers. Additionally, good customer service skills can help you resolve customer complaints quickly and effectively. This can improve customer satisfaction levels.

First, always be polite and professional. This may seem like a no-brainer, but it’s important to always treat your customers with respect. Second, go the extra mile. Try to do more than what is expected or required. This could mean going above and beyond to solve a problem or taking the time to follow up after an interaction. Third, keep your cool. No matter how challenging the situation, remain calm and collected. This will help you diffuse any tense situations and demonstrate to the customer that you’re in control. Fourth, be a good listener. Really listen to what the customer is saying and try to understand their needs.

Customer service is the process of providing assistance and support to customers or clients, either by telephone, in person, or online. Excellent customer service often results in repeat business and can help to build brand loyalty.

The ability to communicate effectively is perhaps the most important skill required for customer service. You must be able to listen to customers, understand their needs, and then provide them with the information or assistance they require. You must also be able to clearly explain procedures, policies, or product features in a way that is easy for the customer to understand.

Some of the skills that make you an excellent customer service representative are: • The ability to actively listen to customers and understand their needs. • The ability to provide clear and concise information. • The ability to remain calm and professional under pressure. • The ability to build rapport with customers. To fully optimize your resume and get more job interviews, use a tool like Jobscan’s resume scanner .

Robert Henderson, CPRW, is a career advice writer and a resume expert at Jobscan.

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Top 12 Customer Service Agent Skills to Put on Your Resume

Crafting a standout resume as a customer service agent demands highlighting a unique blend of interpersonal, problem-solving, and technical skills that attest to your ability to excel in customer-facing roles. This article delineates the top 12 skills that, when adeptly showcased on your resume, can significantly elevate your appeal to prospective employers in the customer service sector.

Customer Service Agent Skills

• Active Listening
• Conflict Resolution
• Multitasking
• CRM Software
• Adaptability
• Time Management

Empathy in customer service is the ability to understand and share the feelings of a customer, acknowledging their situation and emotions to provide supportive and personalized assistance.

Why It's Important

Empathy in customer service is crucial because it allows agents to understand and share the feelings of customers, fostering a sense of care and connection. This understanding helps in effectively addressing and resolving issues, leading to improved customer satisfaction and loyalty.

How to Improve Empathy Skills

To improve empathy, especially as a Customer Service Agent, follow these concise steps:

• Listen Actively : Pay close attention to the customer's words, tone, and emotions. Mindful Listening can help.
• Acknowledge Feelings : Validate the customer's feelings without judgment. Here's a quick guide on Emotional Validation .
• Practice Perspective-Taking : Try to see the situation from the customer's viewpoint. This Perspective-Taking Guide offers strategies.
• Respond Appropriately : Use empathetic language and offer genuine, helpful responses. The Greater Good Science Center provides insights on cultivating empathy.
• Self-Reflect : After interactions, reflect on what went well and what could be improved.

By actively working on these areas, you can enhance your empathy and improve customer interactions.

How to Display Empathy Skills on Your Resume

2. Active Listening

Active Listening in customer service involves fully concentrating, understanding, responding, and remembering what the customer communicates, to effectively address their needs or issues.

Active listening is crucial for a Customer Service Agent because it ensures understanding of customer needs and concerns, builds trust and rapport, and facilitates the resolution of issues effectively and efficiently.

How to Improve Active Listening Skills

Improving active listening, especially for a Customer Service Agent, involves a few key practices:

Focus Fully on the Speaker : Prioritize the customer by avoiding distractions. Maintain eye contact if in person or indicate attentiveness if on a call.

Encourage Sharing : Use open-ended questions to allow the customer to express themselves fully. Phrases like "Can you tell me more about..." can be helpful.

Reflect and Clarify : Repeat back what you've heard in your own words to confirm understanding. This can be phrased as "So, what you're saying is..."

Acknowledge Emotions : Recognize the customer's feelings without judgment. Saying "It sounds like that was frustrating for you" shows empathy.

Summarize and Confirm Next Steps : Before ending the conversation, summarize the main points and clarify the actions to be taken.

For further development in active listening skills, consider the following resources:

• MindTools offers a guide on developing active listening skills with practical tips.
• Help Scout provides insights specifically tailored for customer service professionals, emphasizing the importance of active listening in customer interactions.
• The Balance Careers outlines strategies for applying active listening in various professional contexts, including customer service.

Incorporating these practices and resources can significantly enhance your effectiveness as a Customer Service Agent through improved active listening.

How to Display Active Listening Skills on Your Resume

Zendesk is a customer service platform designed to help agents manage and resolve customer inquiries and support requests efficiently through ticketing, live chat, phone, and email integrations.

Zendesk is important for a Customer Service Agent because it streamlines customer interactions across multiple channels, organizes inquiries efficiently, and provides tools to resolve issues quickly, enhancing customer satisfaction.

How to Improve Zendesk Skills

Improving Zendesk for a Customer Service Agent involves several key strategies focused on enhancing efficiency, personalization, and knowledge accessibility. Here's a concise guide:

Optimize Workflow with Macros : Utilize Macros for repetitive responses. This speeds up response times and ensures consistency in answers.

Leverage AI and Automation : Implement Zendesk AI and automation tools for ticket routing and prioritization, reducing manual sorting and enabling agents to focus on complex issues.

Enhance Self-service Options : Develop a comprehensive Help Center that allows customers to find answers quickly, reducing ticket volume.

Use Zendesk Apps and Integrations : Explore Zendesk Marketplace for apps and integrations that streamline workflows, such as CRM integration or analytics tools, for better customer insights.

Regular Training and Feedback : Engage in continuous learning through Zendesk Training and encourage feedback loops among agents to share insights and improve collectively.

By focusing on these areas, Customer Service Agents can significantly improve their use of Zendesk, leading to more efficient and effective customer service.

How to Display Zendesk Skills on Your Resume

4. Salesforce

Salesforce is a cloud-based customer relationship management (CRM) platform that helps customer service agents manage and analyze customer interactions and data, streamlining customer service processes and improving customer satisfaction.

Salesforce is important for a Customer Service Agent because it provides a comprehensive platform for managing customer information, interactions, and inquiries, enabling personalized and efficient customer service.

How to Improve Salesforce Skills

To improve Salesforce for a Customer Service Agent, focus on customization, automation, and integration:

Customize the User Interface : Tailor Salesforce layouts to match the agent's workflow, ensuring they have quick access to necessary information. Salesforce Customization Guide

Automate Routine Tasks : Use Salesforce's Process Builder and Flow to automate repetitive tasks like data entry and case routing, allowing agents to focus on customer interactions. Automation with Process Builder

Integrate with Other Tools : Connect Salesforce with email, chat, and telephony systems to provide a unified platform for all customer interactions. Salesforce Integration Basics

Implement Knowledge Base : Utilize Salesforce Knowledge to give agents quick access to articles, FAQ, and solutions, improving resolution time. Salesforce Knowledge Basics

Train and Support Agents : Regularly update training materials and provide ongoing support to ensure agents are making the most of Salesforce features. Salesforce Training and Certification

By focusing on these areas, you can enhance the efficiency and effectiveness of customer service agents using Salesforce.

How to Display Salesforce Skills on Your Resume

5. Conflict Resolution

Conflict resolution in customer service involves identifying, addressing, and resolving issues or complaints raised by customers in a manner that is satisfactory to all parties involved, aiming to maintain or enhance customer satisfaction and loyalty.

Conflict resolution is crucial for a Customer Service Agent as it directly impacts customer satisfaction, loyalty, and brand reputation. It ensures effective problem-solving, enhances communication, and fosters positive relationships, ultimately leading to improved business outcomes.

How to Improve Conflict Resolution Skills

Improving conflict resolution, especially for a Customer Service Agent, involves a few key strategies aimed at effectively addressing and resolving disputes with customers. Here's a concise guide:

Listen Actively : Ensure you fully understand the customer's issue without interrupting. This builds trust and lowers tension. Active Listening Techniques

Empathize : Show genuine concern for the customer's feelings and situation. This can de-escalate the conflict. Empathy in Customer Service

Apologize Sincerely : Regardless of who's at fault, a sincere apology can go a long way in calming a situation. The Power of Apology

Find a Solution : Work with the customer to find a practical solution to their problem. Offer options whenever possible. Problem-Solving Skills

Follow Up : After resolving the issue, follow up with the customer to ensure their satisfaction. This shows you care about their experience. Importance of Follow-Up

By incorporating these strategies, a Customer Service Agent can effectively mitigate conflicts, leading to happier customers and improved service outcomes.

How to Display Conflict Resolution Skills on Your Resume

6. Multitasking

Multitasking for a Customer Service Agent involves simultaneously handling multiple tasks or customer interactions efficiently and effectively, such as answering emails, managing live chat inquiries, and taking phone calls, ensuring high-quality service is maintained across all communication channels.

Multitasking is important for a Customer Service Agent because it enables them to efficiently handle multiple customer inquiries and tasks simultaneously, ensuring timely and effective responses, which enhances customer satisfaction and service quality.

How to Improve Multitasking Skills

Improving multitasking, especially for a Customer Service Agent, involves enhancing focus, organization, and stress management. Follow these concise steps:

Prioritize Tasks : Quickly identify which tasks are most urgent or important. Use the Eisenhower Box technique to categorize tasks and focus on what needs immediate attention.

Limit Interruptions : Create a workspace that minimizes distractions. Tools like Freedom can help block distracting websites and apps.

Use Technology : Leverage customer service tools like Zendesk or Freshdesk that allow you to efficiently manage multiple queries across different platforms.

Develop a Routine : Establish clear routines for common tasks. This increases speed and efficiency, allowing for better multitasking. MindTools offers strategies for developing effective work routines.

Improve Your Work Environment : A well-organized and ergonomic workspace can significantly impact your ability to multitask effectively. Ergotron provides solutions for setting up ergonomic workstations.

Practice Mindfulness and Stress Management : Regular mindfulness practice can improve focus and cognitive flexibility, essential for multitasking. Explore techniques and tips on Headspace .

Continuous Learning : Always look for new strategies and tools to improve your multitasking abilities. Online platforms like LinkedIn Learning offer courses on time management and customer service efficiency.

By integrating these strategies, a Customer Service Agent can enhance their multitasking skills, leading to improved productivity and customer satisfaction.

How to Display Multitasking Skills on Your Resume

7. CRM Software

CRM software is a tool that helps customer service agents manage and analyze customer interactions and data throughout the customer lifecycle, aiming to improve customer service relationships and assist in customer retention and sales growth.

CRM software is crucial for a Customer Service Agent because it centralizes customer interactions, history, and preferences, enabling personalized and efficient service, improving customer satisfaction and loyalty.

How to Improve CRM Software Skills

To improve CRM software for a Customer Service Agent, consider the following steps:

• Integrate with Communication Channels: Ensure the CRM is integrated with various communication platforms (email, social media, chat) for seamless customer interactions.
• Automate Routine Tasks: Implement automation for tasks like ticket creation, follow-up reminders, and information logging to save time.
• Enhance Mobile Accessibility: Optimize CRM for mobile use, enabling agents to access information and respond to customers on-the-go. Zendesk discusses the importance of mobile CRM access.
• Improve Data Analysis Tools: Equip CRM with advanced data analysis tools for better customer insights, helping agents personalize interactions and improve service.
• Facilitate Training and Support: Provide ongoing training and support for agents to ensure they can fully utilize CRM features.
• Enhance Security Measures: Strengthen CRM security to protect sensitive customer information, building trust with both agents and customers.

These improvements can significantly enhance the efficiency and effectiveness of customer service agents by streamlining processes, offering deeper customer insights, and ensuring data security.

How to Display CRM Software Skills on Your Resume

8. LiveChat

LiveChat is a real-time customer support tool that allows agents to communicate with customers through a website chat interface, helping address queries, solve problems, and enhance the customer experience efficiently.

LiveChat is crucial for Customer Service Agents as it enables real-time, efficient communication with customers to quickly resolve issues, enhance satisfaction, and build stronger relationships.

How to Improve LiveChat Skills

Improving LiveChat as a Customer Service Agent involves enhancing customer experience, response efficiency, and personalization. Here are concise strategies:

Quick Response Time : Aim for immediate responses; even automated greetings can keep the customer engaged. LiveChat Inc suggests quick responses lead to higher satisfaction rates.

Use Canned Responses Wisely : Prepare for common queries with canned responses but personalize them to suit the conversation. Zendesk offers scenarios where canned responses can be effectively used.

Continuous Training : Stay updated with product knowledge and communication skills. HubSpot Academy offers free courses that can be beneficial.

Utilize Chat Tools Efficiently : Familiarize yourself with all the features your LiveChat platform offers, such as file sharing, co-browsing, and chat transfers, to provide a seamless experience. Intercom shares best practices for using chat tools.

Solicit and Act on Feedback : Encourage customers to leave feedback after the chat session and use this data to improve. Qualtrics explores methods of collecting and implementing customer feedback.

Personalize the Conversation : Use the customer's name and refer to their past interactions or purchases to make the conversation more personal. Forbes discusses the importance of personalization in customer service.

Improving LiveChat as a Customer Service Agent not only enhances customer satisfaction but also contributes to the overall success of the service or product being offered.

How to Display LiveChat Skills on Your Resume

9. Adaptability

Adaptability, in the context of a customer service agent, refers to the ability to quickly and effectively adjust responses and actions to meet diverse customer needs and solve problems in varying situations.

Adaptability is crucial for a Customer Service Agent because it enables them to handle diverse customer needs, adjust to changing situations or policies quickly, and provide solutions in a fast-paced environment, ensuring customer satisfaction and maintaining service quality.

How to Improve Adaptability Skills

Improving adaptability, especially for a Customer Service Agent, involves enhancing your ability to handle unexpected situations and diverse customer needs efficiently. Here’s a concise guide:

Cultivate a Growth Mindset : Embrace challenges and see them as opportunities to learn. Mindset works has resources on developing a growth mindset.

Enhance Communication Skills : Effective communication aids in understanding and responding to varied customer scenarios. Help Scout offers tips specifically for customer service communication.

Develop Emotional Intelligence : Understanding and managing your emotions and those of others can improve adaptability. This guide by Verywell Mind provides strategies for the workplace.

Learn Stress Management Techniques : Being able to manage stress ensures you stay calm and adaptable in challenging situations. MindTools offers strategies for stress management.

Seek Feedback : Regular feedback from peers and supervisors can help identify areas for improvement. Harvard Business Review discusses the effectiveness of feedback.

Stay Informed : Keeping up with industry trends and product knowledge can help you adapt to changes quickly. CustomerThink is a great resource for staying informed about customer service trends.

By focusing on these areas, a Customer Service Agent can significantly improve their adaptability, leading to better customer interactions and outcomes.

How to Display Adaptability Skills on Your Resume

10. Freshdesk

Freshdesk is a cloud-based customer service software that provides support agents with tools for managing tickets, automating workflows, and delivering omnichannel support to enhance customer service experiences.

Freshdesk is crucial for a Customer Service Agent as it streamlines customer support processes, enabling efficient ticket management, faster resolution of customer queries, and improved customer satisfaction through an organized, all-in-one platform.

How to Improve Freshdesk Skills

To enhance your experience with Freshdesk as a Customer Service Agent, consider the following strategies:

Automate Repetitive Tasks: Utilize Freshdesk Automations to manage routine customer queries and actions, saving time and increasing efficiency.

Leverage Knowledge Base: Develop a comprehensive Knowledge Base to empower customers with self-service options and reduce ticket volume.

Use Omnichannel Support: Integrate various communication platforms through Omnichannel Support to provide seamless customer service across email, chat, phone, and social media.

Personalize Customer Interactions: Customize your responses based on customer data and history to enhance their experience. Freshdesk's customer segmentation and CRM features can assist in this regard.

Engage in Continuous Learning: Utilize Freshdesk Academy for training and tips to stay updated on the latest features and best practices.

Utilize Freshdesk Analytics: Regularly review Freshdesk Analytics to gain insights into customer service performance and identify areas for improvement.

Implementing these strategies will significantly improve your effectiveness and efficiency as a Customer Service Agent within Freshdesk.

How to Display Freshdesk Skills on Your Resume

11. Time Management

Time management for a Customer Service Agent involves efficiently organizing and prioritizing tasks and inquiries to handle customer needs promptly while maintaining high service quality and meeting performance targets.

Time management is crucial for a Customer Service Agent because it ensures prompt response and resolution of customer inquiries, enhancing customer satisfaction and loyalty, while also allowing the agent to handle a higher volume of requests efficiently, improving productivity and reducing stress.

How to Improve Time Management Skills

Improving time management, especially for a Customer Service Agent, involves prioritizing tasks, setting clear goals, and optimizing your schedule. Here are concise steps with resources to help you:

Prioritize Tasks: Use the Eisenhower Box method to decide on and prioritize tasks by urgency and importance. MindTools offers a great explanation.

Set Clear Goals: SMART goals (Specific, Measurable, Achievable, Relevant, Time-bound) help focus your efforts. Smartsheet provides a comprehensive guide on setting SMART goals.

Optimize Your Schedule: Allocate specific time blocks for different types of work. Tools like Google Calendar can help you visually plan your day.

Limit Interruptions: Set specific times to check emails or messages to minimize disruptions. The Pomodoro Technique is a useful method for maintaining focus, detailed by The Pomodoro Technique.

Use Technology Wisely: Automate routine tasks and use customer service tools to streamline your workflow. Zendesk offers solutions for customer service automation.

Reflect and Adjust: Regularly review your performance and adjust your strategies as needed. Keeping a time diary can be beneficial, and Toggl provides an easy way to track how you spend your time.

By implementing these strategies, you'll manage your time more effectively, enhancing productivity and job satisfaction as a Customer Service Agent.

How to Display Time Management Skills on Your Resume

12. Intercom

Intercom is a customer communication platform that enables customer service agents to manage and respond to user inquiries through messaging, live chat, and automation, enhancing support and engagement.

Intercom is crucial for a Customer Service Agent as it streamlines communication, enabling quick, personalized responses to customer inquiries, and fosters efficient issue resolution, ultimately enhancing customer satisfaction and loyalty.

How to Improve Intercom Skills

To improve your experience with Intercom as a Customer Service Agent, consider implementing the following strategies:

Utilize Keyboard Shortcuts : Mastering Intercom's keyboard shortcuts can significantly speed up your response time. Learn shortcuts .

Create Saved Replies : Develop a library of saved replies for frequently asked questions to enhance response efficiency. Set up saved replies .

Customize Your Workspace : Organize your Intercom workspace by customizing views and tags for better management of conversations. Customize your workspace .

Automate with Bots : Implement chatbots for initial customer interactions to filter queries and direct complex issues to human agents. Implement bots.

Use Intercom Articles : Create help articles for common issues and questions. This self-service option can reduce the volume of incoming queries. Utilize Intercom Articles.

Attend Intercom Training : Participate in official Intercom training and webinars to stay updated on new features and best practices. Attend training .

By integrating these strategies, you can streamline your workflow, provide quicker and more effective responses, and enhance overall customer satisfaction.

How to Display Intercom Skills on Your Resume

Related Career Skills

• Airline Customer Service Agent
• Customer Service Administrator
• Customer Service Advisor
• Customer Service Analyst
• Customer Service Assistant
• Customer Service Associate

7 Amazon Customer Service Resume Examples for 2024

Creating a resume for amazon customer service roles requires a focus on relevant skills and experience. We will show you proven examples and give you strong tips to make your resume clear and appealing to hiring managers in the industry. You will learn key areas to highlight, common pitfalls to avoid, and how to present your background in a way that aligns with Amazon's values and needs.

• 06 Sep 2024 - 5 new sections, including 'Positioning your education', added
• 06 Sep 2024 - 5 new resume templates, including Fictional for Amazon Customer Service, added
• 04 Sep 2024 - Article published

  Next update scheduled for 14 Sep 2024

Here's what we see in the best Amazon customer service resumes.

Show Impact With Numbers : Use numbers to show your impact. Look at metrics like customer satisfaction rate , average handling time , first call resolution , and number of tickets resolved .

List Relevant Skills From Job Description : Include skills on your resume that you have and are mentioned on the job description. Some popular ones are CRM software , data entry , Troubleshooting , order tracking , inventory management . But don't include all of them, choose the ones you have and are mentioned in the JD.

Highlight Online Support Experience : Show your online support experience. Phrases like live chat support and email resolutions can make your resume stronger.

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widget 2: red / but not serious Here's a short quick tip / warning for people to include. If your symptoms get worse or do not improve after 1 day, go to a lower altitude if you can. Try to go around 300 to 1,000 metres lower.

helpful blue / but not serious Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include.

Amazon Customer Service Resume Sample

Find out how good your resume is.

ummm here it is

Get instant feedback on your resume

Want to know how your customer service resume stacks up? Our resume scoring tool gives you a clear picture of where you stand. You'll get instant feedback on key areas that Amazon and other top employers look for when hiring support professionals.

Upload your resume now for an unbiased assessment. You'll receive a detailed score and actionable tips to improve your chances of landing that customer service role you're after.

Positioning your education

As you prepare your resume for a position in customer service at a major online retailer like Amazon, you should put your education in the right place. If you have recent academic achievements that are significant, such as a degree related to customer service or communication, you can proudly place this at the top of your resume. This shows hiring managers that your latest learning experiences directly equip you for the job.

If your primary qualifications are your experience and work history, then list your education after your professional experience section. Focus on relevant coursework or projects that demonstrate skills beneficial in customer service, such as problem-solving or effective communication. In both scenarios, ensure the education section is concise and highlights the aspects that make you a good fit for handling customer interactions effectively and efficiently.

Use language skills

If you can speak more than one language, highlight this. Amazon appreciates employees who can help a diverse set of customers.

Show any experience you've had with international customers or in bilingual environments. These experiences show you can handle a wide range of customer needs.

Junior Amazon Customer Service Resume Sample

Ideal resume length.

Keep your resume to one page to show you can communicate your qualifications for customer service roles with Amazon succinctly. This helps hiring managers quickly see your most relevant experiences. Less is often more; focus on highlighting your skills with clarity.

Only consider going over one page if you have more than 10 years of experience that directly aligns with this kind of position. In such cases, detail your advanced skills and key accomplishments that showcase your deep understanding of customer service, ensuring the greatest impact on the first page.

Senior Amazon Customer Service Resume Sample

Show customer service skills.

For a customer service job, focus on your experience helping customers directly. List roles that required you to handle customer requests, solve problems, and ensure satisfaction.

Include any customer service training you've done. Specific skills like knowing how to use CRM software or dealing with difficult customers can make you stand out.

Amazon Customer Service with Technical Support Specialization Resume Sample

Fictional for amazon customer service resume sample.

•   Customer Service Manager Resume Examples
•   Customer Service Technician Resume Examples
•   Field Service Engineer Resume Examples
•   Customer Service Executive Resume Examples
•   Customer Service Coordinator Resume Examples
•   Customer Service Consultant Resume Examples
•   Remote Customer Service Resume Examples
•   Customer Service Associate Resume Examples

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Guest Services Agent Resume Examples: Tips and Best Guide for 2024

Introducing our Guest Services Agent resume template, which you can easily customize to suit your needs. Edit the template now and check out the top tips below to beat the competition and land the job!

Below, a sample resume for the Guest Services Agent will be created. You can adjust it to fit your needs.

All resume examples in this guide

Sample Template: Resume for Guest Services Agent

Harry Potter [email protected] (555) 123-4567 4 Privet Drive, Little Whinging, Surrey, UK

Dedicated and personable Guest Services Agent with over 5 years of experience in providing exceptional customer service and ensuring guest satisfaction. Seeking to leverage my skills and experience to contribute to a high-performing team.

Experience:

Guest Services Agent The Leaky Cauldron Hotel, London, UK June 2020 - Present

• Welcomed and assisted guests with check-in/check-out procedures.
• Addressed guest inquiries and resolved complaints promptly.
• Coordinated with housekeeping and maintenance to ensure rooms were prepared for new arrivals.
• Provided information on local attractions and transportation services. ‍

Guest Services Agent Hogwarts Express, UK September 2017 - May 2020

• Ensured a pleasant travel experience for guests by providing exceptional service.
• Assisted passengers with seating arrangements and luggage.
• Handled ticketing and reservations with accuracy and efficiency.
• Responded to passenger queries and provided information on travel schedules. ‍

Diploma in Hospitality Management Durmstrang Institute, Norway 2013 - 2016

• Completed coursework in customer service, hotel operations, and management principles.
• Participated in a 6-month internship at a reputable hotel. ‍

General Certificate of Secondary Education (GCSE) Hogwarts School of Witchcraft and Wizardry, Scotland 2007 - 2012

• Achieved high marks in subjects including Mathematics, English, and History. ‍
• Customer Service
• Problem Solving
• Communication
• Multi-tasking ‍

Certifications:

• Certified Hospitality Professional (CHP)
• First Aid and CPR ‍
• English (Fluent)
• French (Conversational) ‍
• Quidditch (Recreational) ‍

References:

Hermione Granger Assistant Director, Ministry of Magic [email protected] (555) 987-6543

Crafting a CV showcases your hospitality skills to hotel managers, travel agencies, and event coordinators—opening doors for your next guest adventure!

Want to write a resume that stands out for a Guest Services Agent position? You've come to the right place!

When applying for a Guest Services Agent role, addressing specific questions in your resume can really boost your chances of landing an interview.

Here are three short questions you might ask yourself when writing a resume for any job, like a plumber:

• What should I include in my experience section?
• How do I showcase my skills effectively?
• What makes my resume unique? ‍

We will explain:

• What template to choose
• How to structure your experience and education sections
• How to showcase your skills
• How to catch attention with a cool summary ‍

Ready to craft a successful resume in less than 15 minutes? Let's dive in and make your resume shine! Don't let this opportunity slip down the drain. 🌟

Learn how to create an impressive resume now!

The Importance of Structure and Formatting in a Guest Services Agent Resume

Why would a recruiter not look at your resume and decide to toss it aside at first glance? Because it looks like it was designed by a hamster on a caffeine binge!

How did you choose the template for your resume and decide to structure it? Did you pick it out of a hat or just close your eyes and point?

In such a competitive job market, having a well-organized resume with striking templates is crucial. It needs to show professionalism, readability, and that you’re not just another face in the crowd.

Skills like communication, problem-solving, and customer service need to shine through. After all, you’re applying to be a Guest Services Agent, not a mime.

Mastering the Art of Formatting: Elevate Your Guest Services Agent Resume

Have you ever considered how the presentation of your resume could make or break your chances of landing a job as a Guest Services Agent? Here are some essential stylistic tips to ensure your resume stands out:

• Fonts : Opt for clean and professional fonts such as Arial or Calibri, which convey a sense of clarity and approachability—qualities essential for a Guest Services Agent. ‍
• Format : Utilize a reverse-chronological format to highlight your most recent and relevant experiences first, making it easier for hiring managers to see your progression in the field. ‍
• Margins : Keep margins standard at 1 inch to ensure your resume is not only easy to read but also prints neatly, reflecting your attention to detail and organization skills. ‍
• Bullet Points: Use bullet points to succinctly list your responsibilities and achievements, making your resume skimmable and showing your ability to communicate efficiently—an invaluable trait in guest services. ‍
• Separators : Incorporate subtle separators, such as thin lines or extra spacing, to clearly distinguish different sections of your resume, thereby enhancing readability and presenting a well-organized document. ‍

By following these guidelines, you’ll create a resume that not only looks polished but also communicates your qualifications effectively for a Guest Services Agent role.

Crafting the Perfect Structure for Your Guest Services Agent Resume

Ever wondered what it takes to craft a resume that lands you a Guest Services Agent position? Well, spoiler alert: it's not rocket science, but it does require a strategic approach. Here’s a breakdown of the essential parts of a resume that will make you stand out in the competitive world of guest services.

• Contact Information: This section should include your full name, phone number, email address, and physical address. Make sure all details are accurate and up-to-date to ensure potential employers can reach you without any hassle. ‍
• Professional Summary: A compelling summary at the top of your resume that highlights your experience, skills, and career ambitions. This should be tailored specifically to the guest services industry to capture the hiring manager's attention quickly. ‍
• Key Skills: List relevant skills that are crucial for a Guest Services Agent, such as customer service expertise, conflict resolution abilities, and proficiency in reservation systems. Including both hard and soft skills will give a well-rounded view of your capabilities. ‍
• Professional Experience: Detail your work history, focusing on roles that are relevant to guest services. Include the company name, job title, dates of employment, and bullet points outlining your responsibilities and achievements in each role. Quantify your accomplishments whenever possible to add impact. ‍
• Education : Provide information on your educational background, including the names of institutions, degrees earned, and graduation dates. If you have any certifications relevant to the hospitality industry, this is the place to list them. ‍
• Certifications and Training : Highlight any additional certifications or training programs you have completed, such as First Aid, CPR, or specialized customer service workshops. These can set you apart from other candidates and show your commitment to professional development. ‍
• References : While you might not list references directly on the resume, it’s wise to include a note that they are available upon request. Ensure you have a few reliable references from previous employers ready to speak on your behalf. ‍

Crafting the Perfect Header: Your First Step to Landing a Guest Services Agent Role

The header is crucial for the role of a Guest Services Agent as it must be clearly visible and include comprehensive contact details to facilitate seamless communication.

Sherlock Holmes

Guest Services Agent specializing in exceptional customer experiences

221B Baker Street, London, NW1 6XE, England

+44 20 7946 0958

[email protected]

Why Your Photo Matters: Crafting the Perfect Resume for a Guest Services Agent

Thinking about adding a photo to a Guest Services Agent's resume?

It's a tricky decision. On one hand, a photo can make a resume stand out and show a friendly face, which is crucial in hospitality. However, in some regions, employers prefer not to see photos to avoid bias.

If choosing to include a photo, ensure it's professional: a clear headshot with a neutral background. Avoid selfies or casual snaps.

But if applying in countries where photos are discouraged, skip it to stay within norms.

Highlighting Relevant Experience: Key to Crafting an Effective Guest Services Agent Resume

Crafting impactful experience sections for your guest services agent resume.

Why is it that so many falter when it comes to detailing their experience as a Guest Services Agent? Simply put, they underestimate the importance of precision and fail to appreciate the intricacies of the job. The secret to mastering this section lies in understanding that, in guest services, every interaction is a performance, and every detail must be flawless. Here’s the breakdown of how to perfect this critical section:

• Chronological Order: Arrange each job from most recent to oldest. This demonstrates a clear and progressive career path that hiring managers crave. ‍
• Contract Dates: Include exact start and end dates. Vague timelines are a red flag; precision indicates reliability and attention to detail. ‍
• Job Title: Clearly state the exact job title held. Ambiguity here is a killer; specificity showcases the roles and responsibilities undertaken. ‍
• Bulleted List: Use bullet points to outline responsibilities and achievements. Dense paragraphs get ignored; bullets highlight key accomplishments succinctly. ‍
• Job Description: Detail specific duties such as handling guest inquiries, managing bookings, resolving complaints, and providing exceptional customer service. This paints a vivid picture of daily tasks. ‍
• Use of Keywords: Incorporate industry-specific terminology like "concierge services," "guest satisfaction," "reservation management," and "hospitality excellence." Keywords are the currency of modern resumes; they get noticed. ‍

In the high-stakes world of guest services, a well-crafted experience section isn't just a formality—it's a demonstration of one’s capability and finesse, separating the pros from the amateurs.

Position: Guest Services Agent

Employer: The Grand Budapest Hotel

Dates: March 2022 - Present

Description :

• Welcomed and assisted guests with check-in/check-out processes.
• Handled guest inquiries and resolved complaints promptly.
• Coordinated with housekeeping for room assignments and special requests.
• Provided local information and recommendations to enhance guest experiences.
• Managed booking and reservation systems efficiently.

How to Craft a Resume for a Guest Services Agent When You Have No Experience

Below are easy-to-use tips for filling out a CV for a Guest Services Agent with no experience.

Highlight Transferable Skills:

• Example : "Strong communication skills from volunteering at local events"
• Where : Under "Skills" section ‍

Focus on Education and Training:

• Example : "Completed online course in Customer Service Fundamentals"
• Where : Under "Education" section ‍

Include Relevant Volunteer Work:

• Example : "Assisted guests at community charity events, ensuring a positive experience"
• Where : Under "Experience" section ‍

The Importance of Education in Crafting an Effective Guest Services Agent Resume

How to highlight your education on a guest services agent resume.

The education section in a Guest Services Agent's resume is key. It shows the foundation of their skills and knowledge. While a degree is not always required, having one can open doors.

Here are three tips to make the education section stand out:

• List any relevant certifications.
• Mention any training in languages.
• Include any special workshops attended.

Prioritizing Education on Your Guest Services Agent Resume

When crafting a resume for a Guest Services Agent, experience should come before education. Recruiters prioritize hands-on skills like handling guest complaints and managing reservations, which are crucial in this role. Have you seen how a candidate with real-world experience often adapts faster to the job?

Associate of Applied Science in Hospitality Management

City Community College, Anytown, USA

Graduated: May 2021

• Coursework included Guest Services Operations, Hospitality Marketing, and Event Management.
• Completed a capstone project focused on improving guest satisfaction and operational efficiency in hotel settings.

The Vital Role of Skills in Crafting an Effective Guest Services Agent Resume

Highlighting Your Education: Key Skills to Showcase in a Guest Services Agent Resume

The skills section in a resume is crucial for a Guest Services Agent position.

It shows recruiters both the hard skills you have, like computer software knowledge, and the soft skills, such as communication and empathy.

Recruiters look for a mix of these skills to ensure you can handle the job's technical demands and interact well with guests.

• List any experience with reservation systems or customer service software.
• Highlight your ability to resolve conflicts and handle difficult situations.
• Mention any language skills that can help in a diverse guest environment.
• Show your teamwork and adaptability by giving examples from past jobs. ‍

Key Skills to Highlight on Your Guest Services Agent Resume

As a prospective Guest Services Agent, possessing a blend of technical skills and personal qualities is essential to impress recruiters and excel in the role.

Technical Skills:

• Proficient in MS Office
• Reservation systems knowledge
• Multilingual communication
• Payment processing expertise ‍

Personal Qualities:

• Excellent customer service
• Strong problem-solving
• Effective time management
• Adaptable and flexible
• Superior interpersonal skills
• Positive attitude
• Attention to detail
• High stress tolerance ‍

How to Craft a Guest Services Agent Resume?

A summary in a resume for a Guest Services Agent is very important. It quickly shows your best skills and what you can offer. It helps the recruiter know if you are a good fit right away. A good summary makes your resume stand out.

• Highlight your best skills and experiences in guest services.
• Show how your goals match the employer’s needs.
• Use clear and engaging words to grab attention. ‍

Additional Sections to Enhance Your Guest Services Agent Resume

Are you wondering what other sections you can add to make your resume stand out?

Here are four extra sections you can include in your Guest Services Agent resume:

• Certifications : List any special training you have. It shows you have extra skills for the job.
• Languages : Mention any other languages you speak. This can be helpful in serving diverse guests.
• Volunteer Work: Share any volunteer experiences. It shows you care about helping others.
• Professional Memberships: Include any industry groups you belong to. This shows you stay updated in your field. ‍

Key Elements of a Standout Guest Services Agent Resume

• Tailor the job description to match the specific requirements and language of the job posting. ‍
• Highlight relevant experience, focusing on customer service, problem-solving, and communication skills. ‍
• Craft a compelling summary that showcases your hospitality expertise and enthusiasm for guest satisfaction. ‍
• Use quantifiable achievements, like positive guest feedback or efficiency improvements, to demonstrate your impact. ‍

Crafting an Effective Cover Letter for a Guest Services Agent Position

The cover letter is the second document that complements your resume when applying for a Guest Services Agent position. As the name suggests, it allows you to highlight your enthusiasm for the role and showcase why you are a perfect fit for the hospitality industry. It is also an opportunity for you to illustrate how your previous experiences align with the responsibilities of a Guest Services Agent and to convey your commitment to exceptional customer service. When writing your cover letter, remember to include specific details about the Guest Services Agent job, such as key skills and qualifications mentioned in the job posting. If you're having trouble with this task, have a look at our sample cover letters tailored to hospitality roles, which can serve as a useful reference when crafting your own.

Frequently Asked Questions About the Role of a Guest Services Agent

Highlight strong communication and interpersonal skills, as these are crucial for interacting with guests and resolving issues. Emphasize your ability to handle high-pressure situations and multitask effectively in a fast-paced environment.

Include specific examples of customer service roles where you managed guest inquiries, handled complaints, or coordinated with other departments. Mention any experience with reservation systems or front desk operations to show your technical proficiency.

Share instances where you improved guest satisfaction scores or received positive feedback from guests. Highlight any initiatives you took to streamline processes or enhance the guest experience.

Very important, especially if you are applying for a position in a multicultural environment or a location with international guests. Proficiency in multiple languages can set you apart and make you a more versatile candidate.

Create your resume with the best templates

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

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Cover Letter

Advice for getting a job, instructions.