Customer Service Resume Skills: Definition and Examples
By Indeed Editorial Team
Published 9 November 2022
The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.
Customer service is a key function in many businesses across different industries. Companies hire customer service professionals to handle customers' requests and help ensure that they have positive experiences with the company. If you're interested in pursuing a career in this field, you can benefit by learning about customer service resume skills. In this article, we define what customer service skills are, discuss six effective types, understand how to develop them and learn how you can highlight them in your job applications.
What are customer service resume skills?
Customer service resume skills are the traits and types of behaviours professionals typically indicate on their resume to showcase their ability to foster positive interactions with customers. Employees who possess strong customer service skills can effectively address customers' concerns, help build brand loyalty and improve the company's reputation in the industry. Customer service traits can include soft skills, such as communication and empathy, whereas hard skills like product knowledge or proficiency with computers may apply to technical customer service and support roles.
Customer service professionals may also work in many different industries, such as call centres, restaurants, hotels and retail shops. Here are some general duties of a customer service professional:
attending to customers' demands
responding to queries in a timely manner
serving customers and maintaining pleasant interactions
taking customers' orders and requests
processing customers' payments
advising customers on product use
Examples of customer service resume skills
Here are examples of customer service skills:
Customer service staff represent the brand and business when communicating with customers. They have excellent communication skills like active listening and empathy, which they use to assist customers with their issues. Speaking calmly, using clear language and writing simply are important aspects of good communication. Effective communication enables customer service officers to better understand clients and gather the necessary feedback to improve their service. Customer service staff also use their communication skills to collaborate with co-workers and other employees to help serve customers and clients efficiently.
Due to the varied nature of customer requests and orders, it's important for customer service staff to develop good time management skills. Depending on the role and industry, customer service personnel may assist with customers' enquiries, help record complaints or feedback and resolve technical issues. In addition to their duties, customer service staff may attend training to improve their product knowledge, technical abilities and skills. A good customer service staff is one who is excellent at managing their time and plans how to respond to customer requests in a timely manner.
This can include finding new and efficient ways, such as directing the customers to the right department or finding the necessary information they require. Good time management skills allow the company to uphold high customer service standards, which can foster brand loyalty and build stronger relationships with customers.
Product and service knowledge
Customer service staff undergo training to improve their knowledge of the company's products and services. This helps them to better explain its benefits and promote them to customers. Sometimes, customer service personnel also conduct live demonstrations for customers to showcase the product's impressive features and capabilities. They can gain technical knowledge on the job and understand the frequently asked questions about the company or its products and services. These develop their credibility as trustworthy and knowledgeable representatives, which can potentially increase sales for the company.
Staff with problem-solving skills can determine customer issues and apply their knowledge and experience to help customers find effective solutions to their problems. Problem-solving skills are also critical to helping staff to respond adequately to customer queries in a timely manner. Sometimes staff and managers may use their problem-solving skills to identify inefficiencies to design process improvement programmes to help increase productivity and reduce wastage. This can help enhance customer satisfaction for the organisation.
Sometimes customers or clients may ask repeated questions or express frustration towards the company or its products or services. Staff who are patient can handle challenging customer interactions in a respectful and calm manner. They may exercise patience to assure the customer and provide clear instructions that can help troubleshoot or resolve the issue. Patience helps create positive interactions and a professional brand image for the organisation.
Staff who interact with customers and clients often collaborate with different departments to provide the best service experience. They work as a team to efficiently address any customer concerns and ensure that any issues are resolved in a timely and professional manner. For instance, staff at a call centre may coordinate with the billing department to help a customer who might be facing payment-related issues. Staff may also regularly work with sales and marketing teams to improve the customer service experience and help gather referrals or testimonials for the company.
How to improve customer service resume skills
If you want to learn how to improve customer service resume skills, follow these steps:
1. Review feedback from customers and colleagues
It's important to regularly solicit feedback from customers and co-workers to understand areas that you can work on to improve your skills. While gathering feedback, you can use the opportunity to practise your communication skills, such as active listening and being empathetic. Hearing direct feedback from customers can help you understand how your actions, demeanour and behaviour contribute to the customer experience. Speak to colleagues or managers during performance reviews to find out how you can further improve your knowledge and customer service.
2. Role-play with colleagues
It can be helpful to role-play with colleagues to practise your customer service responses in hypothetical scenarios. This can prepare you for actual situations when handling challenging customers' requests or issues. When practising with a trusted colleague, get them to observe your reactions and body language. Then, refine your speech and work on improving your ability to communicate clearly to customers while projecting a friendly and approachable look. Frequent practices help you internalise and develop the confidence to handle any concerns that customers may have.
3. Learn more about your organisation and industry
Commit to learning more about your organisation by staying up-to-date on the latest company news, including product changes and new service capabilities. This can help you identify and resolve common customer issues easily. You can consider reviewing product manuals or viewing tutorial videos to learn the common problems that customers encounter and practise the troubleshooting steps to prepare for a live situation. Continue to read industry publications and social media to keep abreast of market developments, which allows you to provide accurate information to customers and stakeholders.
Customer service resume skills in the workplace
You may apply the following tips to develop customer service skills in the workplace:
Interact with sales employees. The sales team are professionals who interact with customers on a daily basis. You can consult them and learn from their experiences to better address customer pain points or frustrations.
Personalise your communication. It can help to personalise your interactions with customers by using friendly language instead of template responses. Introduce yourself to customers and demonstrate your dedication to resolving their issues, which can help create a memorable customer service experience.
Related: Top 20 Customer Service Skills
How to highlight customer service resume skills
1. List hard and soft customer service skills in the resume
You can indicate your professional customer service skills in a separate section on your resume. Use bullet points to organise your skills neatly. You may first list technical skills related to customer services, such as knowledge of customer relationship management (CRM) software, followed by skills such as communication, active listening or patience. For instance, when applying to become a beautician, you can specify your knowledge of beauty treatments and techniques, followed by soft skills such as conversation or your ability to speak different languages.
2. Write a cover letter
In your cover letter, illustrate using past examples of when and how you demonstrated customer service skills. Explain the background of your job and highlight specific customer service skills you exemplified when performing your duties. For instance, if you worked as a flight attendant, you can emphasise how you assisted passengers' flight requests and helped maintain orderliness and safety during flights. Write using action verbs, for example, "I improved passenger safety standards."
Related: Cover Letter vs. Resume
3. Demonstrate good customer service skills during a Job interview
Use the job interview to demonstrate your customer service skills. When speaking with interviewers, exhibit good customer service-oriented behaviours such as maintaining good eye contact and smiling. You can consider explaining your typical work routine to hiring managers, which can help them better assess your ability in and attitude towards customer service. Give specific work examples in which your customer service skills helped you overcome customer challenges and even gained compliments from customers and/or your colleagues.
Explore more articles
- How To Include Your Salary Expectations in Your Resume
- How to Write an Email Cover Letter (With Tips and Examples)
- Graphic Designer Cover Letter Example and How to Write One
- Mentorship Skills: Definition and Examples
- What Are Lawyer Skills? (With Definition and Examples)
- Content Writer Skills and How To Develop Them (With Tips)
- How to Write a Fashion Buyer Cover Letter (Plus Template)
- Videography Resume Skills: Definition and Examples
- How to Write an Administrative Assistant Cover Letter
- How to Write a Product Manager Resume Objective (With Tips)
- How to Write an Electrician Resume (With Tips and Example)
- Guide To Writing a Manager Resume (With 10 Examples)