Your Guide to Crafting a Customer-Service Resume

Guest Post by Trista Winnie, Jobscan

When writing your customer-service resume, keep in mind that a successful resume is more than just a list of job duties. You have to demonstrate your accomplishments and make yourself stand out as a candidate. And, of course, you need to use the right keywords to get your resume noticed — whether by an applicant tracking system or by a hiring manager. Using keywords specific to the particular job you are applying for is called resume optimization.

Keywords and keyword phrases commonly used in the customer-service industry include:

  • customer retention
  • process simplification
  • relationship management
  • order processing.

Keywords should not be your sole focus. Soft skills are not easily quantifiable and may not be given much weight by an applicant tracking system, but you can still work them in when describing your experience and accomplishments. Soft skills are critical to success in the customer-service industry. Instead of just listing them, demonstrate how you have used them in the workplace. For customer service professionals, some relevant soft skills include accuracy, conflict resolution, prioritization, and timeliness. For more ideas, you can browse About.com’s extensive list of customer-service skills here.

Kim Isaacs, a resume expert with Monster.com, recommends that you ask yourself several questions when drafting your customer service resume. Answering these questions can be helpful when brainstorming your quantifiable accomplishments. Among them:

  • Did sales increase as a result of your customer-service expertise?
  • Did you recommend or implement improvements to customer-service programs?
  • Did your employer receive positive reviews or industry accolades for service quality?
  • Did you train other workers to provide exemplary customer service?
  • Did you complete any customer-service training programs?

Measurable achievements can include tactics you implemented that increased sales or revenues or reduced costs; that solved organizational problems; or that improved quality or efficiency. List metrics, such as the number of phone calls you answer, the number of complaints you resolve, and the number of recognitions you have received. Reading over previous performance reviews may remind you of other ways you have helped your organization succeed and give you further ideas for accomplishments to include on your resume.

To create an effective accomplishment statement, include a concrete number that quantifies an improvement or achievement, plus a demonstration of how a soft skill was used. For example, “Increased customer retention by 25% using conflict resolution skills and effective relationship management.”

Technical skills are another important component of a resume. The technical skills desired may vary widely based on the specific customer service role. For example, a call center representative will require a different skill set than a help desk associate. This portion of your resume is another opportunity to highlight the skills you have that match the skills desired by the employer. Don’t rely too much on abbreviations (such as MS for Microsoft); not all applicant tracking systems recognize abbreviations, and some common abbreviations are widely used for more than one thing.

Overall, your goal when creating your customer service resume is to convey your experience and accomplishments with as much clarity as possible.



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