An optimized customer service resume is a must-have for anyone looking for work in the customer service field. It gives you a chance to show potential employers your skills and experience in a clear and concise way. Here are some tips and guidelines to help you create a winning customer service resume.
You might also be interested to read our ultimate resume writing guide.
Start with a strong summary statement
The summary statement is the first thing potential employers will see on your resume. It should be a brief, two- to three-sentence statement that summarizes your skills, experience, and what you can bring to the table.
Examples of summary for a customer service resume:
- “Experienced customer service representative with a track record of providing exceptional service in a fast-paced environment. Strong communication skills and a commitment to customer satisfaction.”
- “Motivated and detail-oriented professional with five years of experience in customer service. Skilled in handling customer inquiries and complaints with tact and diplomacy. Proven ability to work well in a team environment.”
- “Highly organized customer service specialist with a passion for delivering outstanding service to customers. Proficient in handling a wide range of customer inquiries and issues. Adept at using customer feedback to improve processes and procedures.”
- “Friendly and personable customer service professional with experience in the retail industry. Excellent communication skills and a positive attitude. Skilled in resolving customer complaints and providing creative solutions to customer problems.”
- “Results-driven customer service representative with a strong focus on customer satisfaction. Proven track record of meeting and exceeding performance targets. Experienced in handling a high volume of customer inquiries and complaints with professionalism and efficiency.”
Highlight your relevant experience
When listing your work experience, focus specifically on your customer service experience. This may include experience in retail, food service, hospitality, or any other industry where you have provided customer service. Be sure to list the job title, company name, dates of employment, and a brief description of your responsibilities and accomplishments in each position. Use bullet points to make your experience easy to read and highlight your accomplishments.
Examples of customer service work experience bullet points, starting with an action verb:
- Resolved customer complaints and inquiries over the phone, email, and in person, achieving a 95% customer satisfaction rating.
- Developed and implemented a new customer feedback system, resulting in a 20% increase in positive customer feedback.
- Trained and mentored new customer service representatives, resulting in a 25% decrease in training time for new hires.
- Maintained accurate customer records and updated databases regularly, ensuring timely follow-up and resolution of customer inquiries and issues.
- Provided product knowledge and technical support to customers, resulting in a 30% decrease in returns and exchanges.
- Coordinated with other departments to resolve complex customer issues, ensuring a timely and satisfactory resolution.
- Conducted customer surveys and analyzed data to identify areas for improvement, resulting in a 10% increase in customer satisfaction ratings.
- Acted as a liaison between customers and product development teams, providing valuable customer feedback to improve product design and functionality.
- Upsold products and services to customers, increasing sales revenue by 15%.
- Participated in cross-functional teams to develop and implement new customer service initiatives, resulting in a 20% increase in customer retention rates.
Include education, relevant training and certifications
While education is not always necessary for customer service positions, it can be beneficial to list any relevant education or training you have received. This could include a degree in hospitality, communications, or business, or any relevant customer service training you have completed.
Emphasize your communication skills
Effective communication is a critical aspect of customer service. Your resume should highlight your communication skills, both verbal and written. Be sure to mention any experience you have with handling customer complaints or inquiries. This could include experience in resolving issues over the phone, via email, or in person. Your resume should also showcase your ability to work well in a team environment and your ability to work under pressure.
List other key skills for customer service
Employers are often looking for specific skills when hiring for customer service positions. List any relevant skills, such as proficiency in a foreign language or experience using specific software.
Examples of both soft skills and hard skills that are important for customer service representatives:
- Active listening
- Positive attitude
- Conflict resolution
- Time management
- Product and service knowledge
- Computer proficiency
- Typing speed
- Data entry
- Customer database management
- Technical troubleshooting
- Sales techniques
- Social media management
- Email management
Soft skills are typically related to personal qualities and characteristics that enable individuals to effectively interact with others. These skills are often transferable and can be used in a variety of different situations. Hard skills, on the other hand, are specific technical abilities or knowledge that are required for a particular job or industry. These skills are often learned through training, education, or experience. In a customer service role, both soft skills and hard skills are important for success.
Use quantifiable achievements
Using quantifiable achievements is an effective way to demonstrate your impact in previous customer service roles. For example, “Increased customer satisfaction scores by 15% through the implementation of a new customer feedback system.” Using specific numbers and statistics helps to showcase your accomplishments in a tangible way.
Here are more examples of quantifiable achievements:
- Resolved difficult customer issues: If you have experience dealing with difficult customers, make sure to highlight it. For example, you could say, “Successfully resolved a high volume of customer complaints related to a product recall, resulting in a 25% decrease in call volume.”
- Implemented new procedures: If you have implemented new procedures or initiatives that have improved customer service, mention them. For example, you could say, “Developed and implemented a new onboarding process for customer service representatives, reducing training time by 30% and improving first-call resolution rates by 20%.”
- Upsold products or services: If you have experience upselling products or services to customers, highlight it. For example, you could say, “Consistently exceeded sales goals by 15% by upselling customers on additional products and services.”
- Collaborated with other departments: If you have worked with other departments to improve customer service, mention it. For example, you could say, “Collaborated with the product development team to identify and address common customer issues, resulting in a 10% decrease in customer complaints.”
- Provided excellent customer service: If you have consistently provided excellent customer service, be sure to highlight it. For example, you could say, “Received multiple awards for outstanding customer service, including recognition from customers and management.”
Overall, the examples you list in your customer service representative resume should showcase your skills and experience in providing excellent customer service, resolving customer issues, and collaborating with others to improve customer satisfaction.
Customer service resume example
This is just an example resume for a customer service representative, and it can be customized based on individual skills, experience, and qualifications.
Address, City, State, ZIP Code | Phone Number | Email Address
Highly motivated and customer-focused professional with [X] years of experience in delivering exceptional customer service. Skilled in problem-solving, effective communication, and building strong relationships with customers. Seeking a challenging position as a customer service representative to utilize my expertise and contribute to the success of the organization.
Customer Service Representative | XYZ Company | City, State | [Dates]
- Responded promptly to customer inquiries and provided accurate information about products and services.
- Resolved customer complaints and issues in a professional and efficient manner, ensuring customer satisfaction and retention.
- Demonstrated exceptional product knowledge and assisted customers in making informed purchasing decisions.
- Maintained customer records and updated account information in the CRM system.
- Handled a high volume of incoming calls, emails, and live chats, consistently meeting or exceeding performance targets.
- Collaborated with cross-functional teams to address customer concerns and improve overall customer experience.
- Identified and recommended process improvements to enhance the efficiency and effectiveness of customer service operations.
- Trained new customer service representatives on company policies, procedures, and customer service best practices.
Customer Support Intern | XYZ Company | City, State | [Dates]
- Assisted customers with inquiries, provided product information, and resolved basic issues.
- Escalated complex problems to senior team members and followed up to ensure prompt resolution.
- Maintained accurate and detailed records of customer interactions and transactions.
- Conducted customer satisfaction surveys and analyzed feedback to identify areas for improvement.
- Assisted in creating and updating the knowledge base for customer support documentation.
Bachelor of Arts in Business Administration
University Name, City, State
- Exceptional verbal and written communication skills
- Strong problem-solving and decision-making abilities
- Proven ability to handle difficult customer situations with patience and empathy
- Excellent organizational and time management skills
- Proficient in using customer service software and CRM systems
- Ability to multitask and work effectively in a fast-paced environment
- Solid understanding of customer service principles and best practices
- Team player with a positive attitude and strong interpersonal skills
- Languages: Fluent in English and Spanish.
- Certifications: [List any relevant certifications or training programs related to customer service].
- Volunteer Work: [Include any volunteer work related to customer service or community involvement].
Keep it concise
Your resume should be easy to read and be concise. It should be no longer than two pages and contain only relevant information. Use bullet points to break up your experience and make it easy to read. Use a simple, clean font, and avoid using too many colors or graphics.
Free Word resume templates that are great for customer service:
ATS resume – Mandy
When applying to a big company, an ATS-friendly resume is a safe choice. This resume template has enough space for your work experience, education, certifications, and skills. With the use of color, you can highlight each section and important dates. This template is fully editable, you can change the color and section headings, for example. Available for Word and Google Docs.
Use this template»
Creative resume template – Jessica
While in the USA and some other countries it’s recommended not to include a photo, in a specific customer service role, it can help you stand out. This template is great if you are applying for a small or midsize customer service role in a fashion boutique. Download for Word or PowerPoint.
Use this template»
Modern resume – Will
This modern layout is good for most roles. There is space for all essential information. This free template is available for Microsoft Word and Google Docs.
Use this template»
Job description of a customer service representative
A customer service representative (CSR) is responsible for providing assistance and support to customers who have inquiries or complaints about a company’s products or services. The job description of a customer service representative typically includes the following responsibilities:
- Responding to customer inquiries: CSRs are responsible for responding to customer inquiries, whether by phone, email, chat, or in person. They must be able to answer questions about products and services, pricing, and shipping policies, among other things.
- Resolving customer complaints: When customers have complaints, CSRs are responsible for resolving them to the customer’s satisfaction. This may involve issuing refunds, arranging for repairs or replacements, or offering other forms of compensation.
- Documenting customer interactions: CSRs must document all interactions with customers, including inquiries and complaints, as well as any actions taken to resolve them. This documentation is important for tracking customer issues and identifying trends.
- Maintaining customer databases: CSRs must maintain accurate customer databases, including contact information and purchase histories. They may also use customer data to identify opportunities for upselling or cross-selling.
- Collaborating with other departments: CSRs often collaborate with other departments, such as sales, marketing, and product development, to ensure that customer needs are being met. They may provide feedback on customer preferences or suggest new products or services that would appeal to customers.
- Meeting performance targets: Many CSRs are required to meet performance targets, such as call volume, response time, and customer satisfaction ratings. They must be able to work efficiently while maintaining a high level of customer service.
- Staying up to date on products and services: CSRs must stay up to date on changes to the company’s products and services, as well as policies and procedures. This requires ongoing training and education.
Overall, the job of a customer service representative is to ensure that customers have a positive experience with the company and its products or services. This requires excellent communication skills, problem-solving abilities, and a strong commitment to customer satisfaction.
Writing a customer service resume can be a challenging task, but following these tips and guidelines can help you create a winning resume that showcases your skills and experience in the best possible light. Remember to tailor your resume to the job you are applying for, highlight your communication skills and quantifiable achievements, and keep it concise and easy to read. With a strong summary statement, relevant experience, and a focus on your communication skills and achievements, your customer service resume can help you stand out in a crowded job market. By following these tips, you can create a resume that impresses potential employers and gets you one step closer to your dream job in customer service. Remember to proofread your resume before submitting it to increase your chances of success. Good luck!
Sara has been in the career development field for over 10 years and has a wealth of knowledge to share. She covers topics such as resume writing, job search strategies, interview techniques, career planning, and more. You can connect with her on LinkedIn.