skills on resume customer service

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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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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• 11 Best Customer Service...

11 Best Customer Service Skills for Your Resume (With Examples)

10 min read · Updated on February 16, 2024

The right customer service skills on your resume can lead to promotions

All companies worldwide have one thing in common – they all have customers. This means all companies need to hire people with great customer service skills. 

Some roles will require you to work with internal customers. For example, if you're working in IT, you'll likely have to interact with employees to help them fix computer issues. Those employees are internal customers. Other roles will require you to work with external customers – the people who are buying goods and services from the company. 

A well-crafted resume that highlights your relevant skills for a customer service position will help your resume to beat the applicant tracking system, or ATS , which is the first step to getting your application noticed. 

When you use these 11 best customer service skills in your resume, you'll stand out from the crowd as someone who can work well with others, anticipate needs, and solve problems. 

Use these skills and examples to produce an interview-winning resume. 

11 customer service skills and proficiencies for your resume

It's important to note that there's a difference between hard skills and soft skills . Some of these 11 customer service skills that you can use on your resume fall into the hard skill category, and some of them are soft skills. 

You can tell them apart by identifying which are job-specific skills that allow you to get things done and which are more interpersonal-type skills that allow you to get along well with others. It's important to have a good balance of both skill types. 

Of course, these customer service skills will be in addition to your experience and education, but you can weave the keywords into your these sections. You should also quantify your skills whenever possible, mentioning specific instances and using concrete examples to prove you have experience with each customer service skill on your resume.

Hard skills for a customer service resume 

Since every company has customers who require assistance, modern employers are always seeking people with customer service skills. Here are the four most important hard skills hiring managers want to see on your resume:

1. Product knowledge 

You can't help customers if you know nothing about the product or service being offered by the company. It's critical that you take the time to learn about what's available and how to answer questions about the company's offerings. You may also need to troubleshoot problems with products and offer recommendations to improve the customer journey. 

Here's what that looks like on your resume:

“Increased revenue by 15% by recommending product offering add-ons.”

2. Technical proficiency 

Have you ever heard the acronym CRM? It stands for customer relationship management, and most companies use some type of CRM software to track customer interactions and follow up on leads. This is one of the many ways you can demonstrate technical proficiency in customer service skills on your resume. 

Here's an example of how to include this customer service skill on your resume:

“Used Salesforce to update and maintain a customer database of 200 leads and mapped the customer journey from initiation to close.”

3. Communication technology 

This may seem similar to the technical customer service skills for a resume above; however, it goes a step beyond simply using tools to track customer journeys. This has to do with directly interacting with customers. It could be as simple as using email and multi-line telephones, or more complex, such as using Slack to collaborate with people across the globe. 

Here's how to include communication technology customer service skills on your resume:

“Answered as many as 75 incoming client calls per day using a 6-line telephone system.”

4. Data analysis

One of the best ways to support successful customer interactions is through data analysis . You have to know what's going on in the customer's journey to be able to adequately answer their questions, determine customer trends, and improve customer satisfaction. 

Here's how to write a data analysis customer service skill bullet point on your resume:

“Analyzed and dissected data from disparate sources to identify trends and solve problems, improving customer satisfaction scores by 12%.”

Soft skills for a customer service resume 

Now that you know what hiring managers want to see insomuch as you getting the job done, let's learn what they are looking for regarding interpersonal skills. 

5. Active listening 

Are you the type of person who knows what you want to say in response to someone speaking before they ever finish a sentence? Or do you take the extra initiative to pay attention to nonverbal cues and follow up with clarifying questions to gain a genuine understanding of what someone is saying? If you fall into the latter category, then you practice active listening . That's definitely a customer service skill for your resume!

Here's how to demonstrate active listening on your resume:

“Improved customer service issue resolution time by 15% by actively listening to and paraphrasing customer concerns to get to the root of the problem.”

6. Emotional intelligence 

When you work with customers – whether they are internal or external customers – chances are you're going to come across a situation that requires you to demonstrate empathy and emotional intelligence. It's easy, after all, to let our emotions get the best of us, but being that person who can exude compassion in the most challenging situations is something most hiring managers need and want. 

Here's an example of how you can prove you have a high EQ on your resume:

“Built a reputation for de-escalating customer situations by leveraging a high EQ, resulting in a 30% reduction in calls being transferred to supervisors.”

7. Problem-solving 

You can pair problem-solving skills with data analysis skills to showcase your well-roundedness as a job seeker. It's even better if you're able to add the ability to make autonomous decisions after you solve a problem. Either way, hiring managers value people who take the initiative to fix issues rather than someone who passes problems off to others to figure out.

Here's a fantastic example of a way to show off analysis, problem-solving, and decision-making customer service skills in one bullet:

“Turned around lackluster sales by analyzing 3 months' worth of trends to identify problem areas and recommending improvements to closing processes.”

8. Communication 

This is the one that most people get wrong on their resume. It's easy to simply write that you have “good written and verbal communication skills,” but how do you prove it? You write an action-based resume bullet that shows off your ability to communicate clearly and with different types of people.

Here's what that could look like:

“Respected by leaders for being able to clearly articulate complex concepts to technical and non-technical audiences, which reduced the number of errors on orders by 30%.”

9. Collaboration 

In today's ever-shrinking world, there will likely come a time when you'll need to talk to someone in a different department, a different company, or even in a different country. If you're capable of working cross-functionally to share knowledge and achieve goals, then you can add collaboration as a customer service skill on your resume.

Here's an example of a resume bullet that shows you know how to collaborate:

“Engaged in regular team meetings to share best practices and worked in a team of 12 people to increase overall efficiency by 10%.”

10. Positivity 

One of the main ways you can make customers happy is by being optimistic, even when pressure is being applied to a situation. If you're able to create positive customer experiences, then they'll likely be more than happy to continue doing business with you and your company.

Here's an example of a positive attitude bullet you can use on your resume:

“Demonstrated a can-do attitude by taking on additional responsibilities and assisting team members during peak times to reduce customer hold times.”

11.  Flexibility 

If there's one constant in life, it's that things will change. Sometimes those changes are things you instigate yourself. Other times, change will be thrust upon you. No matter how changes come up, if you're able to remain flexible, go with the flow, and adjust to change without any major problems, you should consider adding your ability to be flexible to your resume.

“Overcame changing management regimes and adapted to new procedures by adjusting priorities in alignment with new SOPs without sacrificing service delivery to customers.”

Where to put customer service skills on your resume

Most of the customer service skill examples in this article have been related to bullet points. So, you may be assuming that the best place to highlight your customer service skills is in the Professional Experience section of your resume . In fact, you can weave customer service skills into any section of your resume. The key is to find the place where the skill makes the most sense – contextually and grammatically – and add it in. 

Profile section

The Profile part of your resume is at the very top of your resume and includes the title or headline and summary paragraph. You can obviously add the phrase “customer service” into the title or headline, but you can also insert some of the example sentences in this article into your profile paragraph. Use them as inspiration for your own sentences, too - the ones in this article are simply meant to help get your brain juices flowing. 

Skills section

While your Skills section (or Core Competencies) won't contain actual sentences, you can still put some of your customer service skills here. Instead of writing out bullets, though, you'll simply list up to 15 keywords and phrases that make you a good match for a customer service job. 

Professional experience section

Since you are likely using the reverse-chronological format for your resume, you'll want to focus your efforts on writing out the last 10-15 years of experience using action-based bullets, like the ones in the examples in this article. It's also pretty critical that you add numbers every chance you get, so that you show what type of work you've done in the past, as that will give the hiring manager a clue as to what you'll bring to the table for their customers. 

Education and credentials section

If you have little to no experience, you can inject some of your customer service skills into the education section of your resume. You'd do this by including courses you took and by talking about any major projects you may have worked on while in school that allowed you to overcome challenges or work collaboratively with others. 

Chart your path to success

Adding customer service skills to your resume truly can help you to stand out from the crowd. Almost everyone can say that they know how to handle customers, but the actual proof they can do so is often lacking in resumes. When you use these 11 best customer service skills for your resume, you'll create something that will have hiring managers and recruiters blowing up your email with interview offers. 

If you want to make sure that your customer service skills are properly coming through on your resume, let us take a look at it for you. Upload your resume for a free review , where an expert resume writer will go over it and let you know what you need to do.

Recommended reading:

How to Describe Yourself on a Resume (With Examples)

27 Great Resume Headline Examples to Stand Out

Call Center Resume Sample

Related Articles:

7 Signs Your Resume is Making You Look Old

Why a Simple Resume Layout is a Successful Resume

Software Developer Top Needed Skills

See how your resume stacks up.

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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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Never Leave Your Customer Without an Answer

12 Essential Customer Service Skills In 2024

Updated: May 3, 2024, 11:15am

Table of Contents

What are customer service skills, why good customer service is important, 12 essential customer service skills, how to nurture customer service skills, bottom line, frequently asked questions (faqs).

When it comes to choosing where to spend your money, it is the little things that count. A friendly smile, empathetic listening or someone remembering your name can have a big impact on brand loyalty. On the flip side, one negative experience can send you to a competitor quickly. That’s the power of good customer service and illustrates the importance of having excellent customer service skills. Keep reading to learn about what these skills are and the top ones to start implementing immediately.

Customer service skills are made up of the knowledge, tactics, expertise and understanding that are needed to make customers as satisfied as possible. These skills are developed through several different avenues, including training, support and experience. There are generally two different types of these skills: hard and soft.

Both types of skills are equally important and top customer service professionals are able to strike a good balance of hard and soft skills to provide the best experience possible. Coaching your customer service team to understand and use both sets of skills can make a huge difference in your overall customer service strategy.

Hard Skills

Hard skills are technical skills, ones that can generally be taught and measured. Knowledge and proficiency of hard skills are usually built through education and training and typically focus on the specific tasks that are needed to complete a job. Examples of hard skills in customer service may include note taking, data entry, research or gathering information.

Soft Skills

Soft skills are more difficult to quantify since they tend to be personal attributes. Soft skills are aspects that are developed in someone’s personality so while there can be some training to teach them, these skills are largely learned by an individual over time. Soft skills in customer service include active listening, empathy, conflict resolution and problem solving.

Customer service isn’t limited to a one-time interaction at the point of a sale, but rather is an ongoing process that touches on every part of the buyer’s journey. It includes numerous activities that occur before, during and after a purchase and, ultimately, means serving your customers to the best of your ability.

Good customer service is arguably the most important part of building and maintaining positive, long-term relationships with customers. With so many choices today, dissatisfied buyers won’t hesitate to take their dollars elsewhere, but satisfied customers will remain loyal to the brands that treat them well.

Investing in the planning, training and implementation of a high-quality customer service strategy is one of the most important expenditures a business can make. Demonstrating that you truly care about your customers is a powerful tool that can lead to increased sales, improved brand image and expanded growth.

Customer service is a broad term and what it looks like for your business may be different from others. But no matter what the industry is, good customer service generally needs to include the three C’s: Communication, consistency and caring. All of these must work together to establish trust and build loyalty, which leads to growth. These three components are the backbone to every customer service skill and should be relied upon repeatedly.

These are the 12 most essential customer service skills that businesses should implement.

1. Active Listening

First, customers want to be heard, especially when they aren’t happy or have a complaint. Active listening may be the most important customer service skill that businesses can adopt. Listening sounds like a simple thing to do, but active listening requires a great deal of focus and concentration. When engaging in active listening, customer service team members need to be attentive, patient and nonjudgmental for customers to feel that their issues are truly being heard.

Empathy pairs with active listening because it means the customer service agent is hearing what the customer is saying without any preconceived notions or judgments. It focuses on recognizing, managing and responding to the emotions of customers as well as keeping your own emotions in check. Being able to put yourself in someone else’s shoes and empathize with how they are feeling is a crucial part of providing excellent customer service.

3. Problem Solving

When customers reach out with an issue, their expectation is usually that the customer service team will help them solve the problem. It’s crucial that businesses have efficient problem-solving systems in place to help customers as quickly and effectively as possible. While, sometimes, there will be one clear resolution, such as a product refund, in other situations problem solving may look more like offering different options and helping the customer decide what will work best.

4. Conflict Resolution

Conflicts are stressful and stress can lead to short tempers, irrational actions and difficulty thinking clearly. You don’t want your customers to feel stressed, so managing and resolving conflicts as soon as possible is a critical part of good customer service. This is where empathy and active listening come into play since fully understanding what the issue is helps customer service agents figure out how to best resolve the situation before it escalates.

5. Organization

Post-its filled with scribbled notes that others need to interpret is not how effective customer service works. Organization is key and every component needs to be as coordinated as possible. While everyday details like files and personal workspaces are important, it should also include bigger-picture organization, such as team structure and available resources. Being able to access both information and support quickly ensures that customer service agents will be able to assist customers confidently.

6. Good Memory

An already-annoyed customer who contacts customer service with an issue is guaranteed to get angrier and angrier the more they are asked to repeat themselves. Having a good memory is a customer service skill that will inevitably lead to a smoother dialogue, resulting in customers who feel less stressed and more taken care of. Small details, such as names, products and dates, are often important facts for customer service agents to remember.

7. Adaptability

Another important customer service skill is the ability to adapt and think on your feet. Circumstances can change quickly, depending on the nature of the issue and customer service agents must be able to pivot without hesitation. Adaptability in customer service means approaching a situation without expectations and knowing when it is time to switch directions to offer the most effective help.

8. Time Management

Customers want to receive prompt responses, and the only way for that to happen is when customer service teams are cognizant of their time management. Particularly in a call center setting where agents receive many calls daily, managing time will lead to shorter waits and less lag in replying. The best way to develop time management skills is to look at all current assignments and tasks and then prioritize them accordingly.

9. Knowledge

The quality of your customer service will rely heavily on team members’ knowledge about products and services. They need to know enough to answer questions, troubleshoot technical challenges and offer suggestions. It’s also important that representatives know when a customer’s issue has moved past their scope of knowledge and needs to be moved up to the next person in the customer service chain of command.

10. Communication

Whether in person, over the phone or electronically, communication is the cornerstone of customer service. Communicating effectively means taking the time to not only talk but also to listen. Customer service teams need to receive ongoing training that helps them learn how to communicate in many different situations as well as better understand what customers are truly seeking.

11. Transparency

Customers want their issues resolved, but they are also often interested in knowing how or why a problem may have occurred in the first place. Transparency in customer service doesn’t mean sharing all the trade secrets. Rather, it’s about being upfront and honest when helping to solve problems. Honesty goes a long way in building and maintaining positive customer relationships, even when it means admitting mistakes.

Unhappy customers are not funny and should never be treated like a joke. But when used correctly in certain situations, humor can be a powerful skill to help lighten the mood and diffuse tension. After figuring out what a customer is seeking and why they are frustrated, a well-timed funny comment is often exactly what is needed to help put the customer at ease and adjust their attitude.

Since most customer service skills are soft skills, making them more challenging to teach, you’ll need to make a concentrated effort to help nurture these skills in team members. Some ways to do this include:

• Offer continuing education through workshops and webinars
• Connect new employees with experienced mentors
• Provide both initial and ongoing training about products and services
• Support employees interested in taking additional courses or earning certifications
• Create a comprehensive onboarding program
• Ensure employees have constant access to a help center and frequently asked questions (FAQs)

Creating a customer service experience that will leave your customers feeling heard and cared for is one of the strategies needed to establish a long-term relationship with buyers. Whether their issue is large or small, customers need to feel like someone is invested in listening to them and helping find solutions. Investing the time and energy in training your team in excellent customer service strategies will benefit your business by building loyalty, establishing a reputation of helpfulness and, ultimately, promoting growth.

What are the qualities of good customer service?

The qualities of good customer service consist of the knowledge, tactics, expertise and understanding that are needed to make customers as satisfied as possible. These include active listening, empathy, problem solving, communication, conflict resolution, organization, memory, time management, adaptability, knowledge, transparency and humor.

What is the difference between hard and soft customer service skills?

Hard customer service skills are technical skills, ones that can generally be taught and measured. Knowledge and proficiency of hard skills are usually built through education and training. Soft customer service skills tend to be personal attributes, which people develop over time and cannot necessarily be taught.

What are the three C’s of customer service?

The three C’s of customer service are communication, consistency and caring. Working together, these components form the base for the entire customer service structure to help build brand awareness, establish customer loyalty and promote growth.

What are some common ways that customer service can occur?

Customer service can take place through a number of channels: in person, phone, email, live chat, text and social media.

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Customer Service Resume Examples For 2024 (20+ Skills & Templates)

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Looking to land more job offers in Customer Service?

You're going to need a great resume. This comprehensive guide provides proven strategies, skills, templates, and examples for writing a job-winning Customer Service resume based on data from coaching thousands of successful job seekers.

From top to bottom, this guide will equip you with the tools you need to write an outstanding Customer Service resume and increase your chances of landing the job of your dreams.

Here's what we're going to cover:

• What To Know About Writing A Job-Winning Customer Service Resume
• The Best Skills To Include On An Customer Service Resume

How To Write A Job-Winning Customer Service Resume Summary

How to write offer-winning customer service resume bullets.

• 3 Customer Service Resume Examples

The 8 Best Customer Service Resume Templates

Here's the step-by-step breakdown:

Customer Service Resume Overview: What To Know To Write A Resume That Wins More Job Offers

Wondering what companies are looking for when they're hiring someone for their Customer Service team?

Excellent communication and problem-solving skills are at the top of the list, but employers are also looking for things like empathy and positive attitude. Being able to work well under pressure, adaptability and technical proficiency are also important. Employers are looking for candidates who pay attention to detail, have excellent time management skills and are dedicated to ensuring customers have a top-notch experience.

Your resume should show the company that your personality and your experience encompass all of these things.

Additionally, there are a few best practices you want to follow to write a job-winning Customer Service resume:

• Tailor your resume to the job: Make sure to read the job description carefully and tailor your resume to the specific requirements of the role (we'll show you how in the next section!).
• Highlight your customer service skills: Emphasize your customer service skills, such as problem-solving, active listening, and conflict resolution, and give specific examples of how you have used these skills in your previous roles.
• Include relevant experience: Focus on your customer service experience and include specific details about your responsibilities and accomplishments.
• Use keywords: Make sure to use keywords relevant to the customer service role, such as “customer support,” “communication skills,” and “problem-solving” (more on keywords in a second)
• Keep it concise: Keep your resume concise and to the point, using bullet points to highlight your achievements and experience.
• Proofread: Carefully proofread your resume for errors and typos, as these can give a negative impression to potential employers.

Let's dive deeper into each of these so you have the exact blueprint you need to see success.

The Best Customer Service Skills To Include On Your Resume

Keywords are one of the most important factors in your resume. They show employers that your skills align with the role and they also help format your resume for Applicant Tracking Systems (ATS).

If you're not familiar with ATS systems, they are pieces of software used by employers to manage job applications. They scan resumes for keywords and qualifications and make it easier for the employers to filter and search for candidates whose qualifications match the role.

If you want to win more interviews and job offers, you need to have a keyword-optimized resume. There are two ways to find the right keywords:

1. Leverage The 20 Best Customer Service Keywords

The first is to leverage our list of the best keywords and skills for an Customer Service resume.

These keywords were selected from an analysis of real Customer Service job descriptions sourced from actual job boards. Here they are:

• Customer Service
• Communication
• Flexibility
• Organization
• Team Member
• Microsoft Office

2. Use ResyMatch.io To Find The Best Keywords That Are Specific To Your Resume And Target Role

The second method is the one I recommend because it's personalized to your specific resume and target job.

• Open a copy of your updated resume
• Open a copy of your target job description
• Head over to ResyMatch.io
• Copy and paste your resume on the left and then do the same for the job description on the right
• Hit scan and review the results

ResyMatch is going to scan your resume and compare it to the target job description. It's going to show you the exact keywords and skills you're missing as well as share other feedback you can use to improve your resume.

Here's a video walking through this whole process:

You have a very short window of time to capture an employer's attention–an average of six seconds, to be exact.

To land more interviews an offers, you have to make each one of those seconds count. Start by putting the exact information the reader is looking for at the very top of your resume.

A quick Google search will tell you that a Summary or an Objective should hold this top spot but, unfortunately, that traditional advice simply won't capture your reader's attention. Winning in today's job market means using a more modern approach, what I like to call a “Highlight Reel.”

Here's how it works:

Highlight Reels: A Proven Way To Start Your Resume And Win More Jobs

The Highlight Reel is exactly what it sounds like.

It's a section at the top of your resume that allows you to pick and choose the best and most relevant experience to feature right at the top of your resume.

It's essentially a highlight reel of your career as it relates to this specific role! I like to think about it as the SportsCenter Top 10 of your resume.

The Highlight Reel resume summary consists of 4 parts:

• A relevant section title that ties your experience to the role
• An introductory bullet that summarizes your experience and high level value
• A few supporting “Case Study” bullets that illustrate specific results, projects, and relevant experience
• A closing “Extracurricular” bullet to round out your candidacy

The next two bullets are “Case Studies” of specific results they drove at their company. Finally, their last bullet focuses on a volunteering stretch project that led to some amazing results.

This candidate has provided all of the info any employer would want to see right at the very top of their resume! The best part is, they can customize this section for each and every role they apply for to maximize the relevance of their experience.

Here's one more example of a Customer Service Highlight Reel:

While the content in this example is a bit more light, you can see all of the elements of a great Highlight Reel (especially the emphasis on measurable outcomes and results!).

If you want more details on writing a killer Highlight Reel, check out my full guide on Highlight Reels here.

Bullets make up the majority of the content in your resume. If you want to win, you need to know how to write bullets that are compelling and value-driven.

Unfortunately, way too many job seekers aren't good at this. They use fluffy, buzzword-fill language and they only talk about the actions that they took rather than the results and outcomes those actions created.

If you apply this framework to each of the bullets on your resume, you're going to make them more compelling and your value is going to be crystal clear to the reader. For example, take a look at these resume bullets:

❌ Responsible for increasing client satisfaction rates. 

✅ Improved customer satisfaction rates by 15% in 6 months through proactive communication and timely issue resolution, boosting retention and revenue. 

The second bullet makes the candidate's value  so much more clear, and it's a lot more fun to read! That's what we're going for here.

That said, it's one thing to look at the graphic above and try to apply the abstract concept of “35% hard skills” to your bullet. We wanted to make things easy, so we created a tool called ResyBullet.io that will actually give your resume bullet a score and show you how to improve it.

Using ResyBullet To Write Crazy Effective, Job-Winning Resume Bullets

ResyBullet takes our proprietary “resume bullet formula” and layers it into a tool that's super simple to use. Here's how it works:

• Head over to ResyBullet.io
• Copy a bullet from your resume and paste it into the tool, then hit “Analyze”
• ResyBullet will score your resume bullet and show you exactly what you need to improve
• You edit your bullet with the recommended changes and scan it again
• Rinse and repeat until you get a score of 60+
• Move on to the next bullet in your resume

Let's take a look at how this works for the two resume bullet examples I shared above:

First, we had, “Responsible for increasing customer satisfaction rates.” 

ResyBullet gave that a score of 0/100.  Not only is it too short, but it's missing relevant skills, compelling language, and measurable outcomes:

Now, let's take a look at our second bullet,  “Improved customer satisfaction by 15% tin 6 months through proactive communication and timely issue resolution, boosting retention and revenue.” 

ResyBullet gave that a 73 / 100. Much better! This bullet had more content focused on the specific criteria the hiring team is looking for. We can see by exactly how much they increased customer satisfaction, the skill and method they applied, and that it all resulted in an overall increase in customer retention and company revenue.

Now all you have to do is run each of your bullets through ResyBullet, make the suggested updates, and your resume is going to be jam packed with eye-popping, value-driven content!

And if you want to learn more about the underlying strategies behind writing great resume bullets, check out this guide.

3 Customer Service Resume Examples For 2023

Now let's take a look at all of these best practices in action. Here are three resume examples for different situations from people with different backgrounds:

Customer Service Resume Example #1: A Traditional Background

Customer Service Resume Example #2: A Non-Traditional Background

For our second Customer Service Resume Example, we have a candidate who has a non-traditional background. In this case, they are coming from the wellness industry but have experience working directly with customers.  Here's an example of what their resume might look like when applying for Customer Service roles:

Customer Service Resume Example #3: Senior Customer Service With Masters Degree

For our third Customer Service Resume Example, we have a candidate who has 5+ years of experience and a Masters degree. Here's an example of what their resume might look like when applying for Customer Service roles:

At this point, you know all of the basics you'll need to write an Customer Service resume that wins you more interviews and offers. The only thing left is to take all of that information and apply it to a template that's going to help you get results.

We made that easy with our ResyBuild tool . It has 8 proven templates that were created with the help of recruiters and hiring managers at the world's best companies. These templates also bake in thousands of data points we have from the job seekers in our audience who have used them to land job offers.

Just click any of the templates below to start building your resume using proven, recruiter-approved templates:

Key Takeaways To Wrap Up Your Job-Winning Customer Service Resume

You made it! We packed a lot of information into this post so I wanted to distill the key points for you and lay out next steps so you know exactly where to from here.

Here are the 5 steps for writing a job-winning Customer Service resume:

• Start with a proven resume template from ResyBuild.io
• Use ResyMatch.io to find the right keywords and optimize your resume for each role you apply to
• Start your resume with a Highlight Reel to immediately grab your target employer's attention
• Use ResyBullet.io to craft compelling, value-driven bullets that pop off the page
• Compare the draft of your resume to the examples on this page to make sure you're on the right path
• Use a tool like HemingwayApp to proofread your resume before you submit it

If you follow those steps, you're going to be well on your way to landing more Customer Service interviews and job offers.

Laura Lorta

Laura is an Editor at Cultivated Culture. She transitioned from teaching into the world of content so she's no stranger to career pivots. She also has a bachelors in Entrepreneurship and a Masters in Curriculum & Instruction / Bilingual Education. She currently shares job search advice to help people like you land jobs they love without applying online.

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How to Show Your Customer Service Skills on a Resume

Brainstorm First

Profile or summary section, key skills section, professional experience section, the bottom line.

You can make customer service a substantial part of your resume by spelling out the various ways you have helped clients. The following guide will show you how to flesh out your resume for an application to a client-facing job.

Before you start working on your resume directly, take ten minutes or so to jot down whatever comes to mind first about your background in customer service. Is there a particular job in your work history that stands out about your level of service? Or a recent training program that gave you a new edge in managing client calls efficiently? Or, more generally, do you subscribe to a particular service approach or philosophy that you feel helps you succeed?

Your first thoughts and answers to these questions often indicate how you can best develop customer service as a key theme on your resume.

Now that you’ve brainstormed some initial ideas refer to the following lists and tips for elaborating on your service skills in each resume section.

Use one or more of these adjectives to describe yourself and the services you provide customers:

• Client-Focused
• Customer-Focused
• High-Quality
• Knowledgeable
• Service-Oriented
• Solution-Oriented
• Top-Caliber
• Client-focused Sales Associate with 5+ years of experience.
• Diligent in understanding client concerns and generating prompt product solutions.
• Recognized for providing efficient , high-quality service to key customers.

Sidenote: Avoid using redundant adjectives with any part of your profile’s professional title. For instance, if your title is Customer Service Representative, you don’t need to describe yourself as “customer-focused” or “service-oriented.” Your profile will have more variety and color if you instead opt for one of the other options above.

Include one or more of these terms as they apply to your background and goals:

• Active Listening Methods
• Brand Loyalty
• Client Communications
• Client Satisfaction & Retention
• Complex Problem-Solving
• Conflict & Complaint Resolution
• Consultative Sales Strategies
• Customer Experience
• Customer Needs Assessment
• Customer Service & Relations
• Internal & External Customer Support
• Stakeholder Relations Management

This part of your resume provides you the most opportunity to get specific about your customer service skills and experience. Start by reviewing the following list of service-related actions. Note whichever activities overlap best with your background and/or the details you brainstormed earlier.

• Addressed and answered customer concerns
• Built lucrative, long-term client relationships
• Communicated with customers about new product options
• Consulted and advised clients on service solutions
• Cultivated positive customer relationships
• Deepened relationships with key clients
• Delivered high-quality services to customers
• Directed customers to their desired products
• Engaged with clients to determine their service needs
• Explained new product features to customers
• Facilitated rollout of new service solutions
• Interacted with customers daily
• Listened to clients’ concerns and recommended solutions
• Promoted appropriate products based on close review of each client’s needs
• Provided detailed answers to customer inquiries
• Relayed frequent client requests to sales, marketing, and product development teams
• Resolved recurring issues with service delivery
• Responded to client emails and voicemails
• Supported customers with special product requests
• Worked with clients to find win-win service agreements

Now that you’ve noted your past client activities, take up this essential question: What was the result of these activities? In other words, how did your client-facing work positively impact your team, company, or customers?

Your answers will lead you to more specific, powerful bullet points that help establish customer service as a common thread on your resume.

• Built positive relationships with 25 new clients, growing annual revenue by $400K
• Facilitated rollout of new service solutions that increased client retention by 22%
• Delivered high-quality services to customers, helping store rank #1 on quarterly satisfaction survey
• Deepened relationships with key clients, resulting in 12 new long-term service contracts

Always seek to quantify your bullet points in terms of a specific number, percentage, or dollar amount. The only exception is if the quantified figure is somehow not inclusive to the customer service role you’re now pursuing. For instance, say you’ve worked for large corporations and are now applying to a small company or startup. In this case, omitting large revenue sums or other data that may pigeonhole you makes sense. Instead, focus on the transferable customer-facing skills you gained.

Keep in mind that you can show service skills even for a role that wasn’t directly client-facing. For example, if you’ve worked in HR or IT, you can emphasize that you supported your colleagues (or “internal customers”) with various employment or technical concerns.

Whenever you apply to a client-facing job, get specific on your resume about how you’ve supported past customers. Give detailed examples of times you generated high value through your advanced service skills. In doing so, you’ll make sure your resume positions you effectively for the next chapter in your career.

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Jacob Meade

Certified Professional Resume Writer (CPRW, ACRW)

Jacob Meade is a resume writer and editor with nearly a decade of experience. His writing method centers on understanding and then expressing each person’s unique work history and strengths toward their career goal. Jacob has enjoyed working with jobseekers of all ages and career levels, finding that a clear and focused resume can help people from any walk of life. He is an Academy Certified Resume Writer (ACRW) with the Resume Writing Academy, and a Certified Professional Resume Writer (CPRW) with the Professional Association of Resume Writers & Career Coaches.

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10 Customer Service Skills You Need on Your Resume in 2024

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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

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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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12 Key Customer Service Skills to Add to Your Resume

Customer service is the beating heart of any business that's worth its salt. And having the right skills can be the secret sauce to your success. So, as you get ready to give your resume a glow-up, you want to make sure you're flaunting the very best of your abilities. These include a cocktail of soft skills like communication and empathy, problem-solving skills such as adaptability and conflict resolution, and technical skills like knowledge of CRM tools and juggling different platforms.

In a nutshell, these are the secret weapons that allow you to provide top-notch customer service, whether you're answering queries, solving problems, or building relationships that stand the test of time with customers. These are the skills that you'll want to strut on your resume as the must-have customer service skills .

Why Customer Service Skills Are a Big Deal

In a world where products and services are as identical as peas in a pod, customer service is often the tie-breaker for consumers. Businesses that offer exceptional customer service can stand out from the crowd, retain customers, and attract new ones through positive chit-chat.

For you, a customer service whizz, having strong customer service skills can open the door to a world of opportunities. These skills are highly sought after by employers in almost every industry, and showing them off on your resume can skyrocket your chances of landing the job of your dreams.

Moreover, customer service skills are transferable. That means even if you do a 180 and switch industries or job roles, these skills will still be relevant and beneficial. So, as you work on your resume, remember to highlight these skills. Not only will they demonstrate your ability to provide stellar customer service, but they'll also show potential employers that you have what it takes to shine in any customer-facing role.

Communication Skills: The Heart of the Matter

Good communication is the bread and butter of customer service. The better you can express yourself, understand the customers, and respond to their needs, the more you'll shine in your role. Let's check out three must-have customer service skills you should definitely add to your resume.

1. Active Listening

When you're dealing with customers, you have to listen — and not just to respond but to truly understand what they're saying. Active listening is about paying full attention to the customer's words, their tone, and even their emotions.

Key pointers for active listening include:

• Giving your full attention : Don’t multitask. Focus on the customer and what they're saying.
• Acknowledging the customer’s feelings : Use phrases like, "It sounds like you're really frustrated with…" to show that you understand their emotions.
• Clarifying and summarizing : Repeat back or summarize what the customer has said to ensure you've understood correctly.

2. Clear and Effective Communication

Customers appreciate it when you communicate clearly and effectively. They don't want jargon or long, complicated explanations — they want simple, straightforward answers.

Here are some tips for clear communication:

• Be concise : Keep your responses as brief and to the point as possible.
• Use simple language : Steer clear of industry jargon or technical terms that the customer might not understand.
• Be positive : Even when delivering bad news, try to do it in a positive, constructive way.

Empathy is about more than just understanding a customer's feelings. It's about sharing those feelings. When you're empathetic, you can better understand why a customer is upset, angry, or frustrated – and that can help you find the best solution to their problem.

How to show empathy in customer service:

• Validate their feelings : Let the customer know that their feelings are understandable and valid.
• Show understanding : Use phrases like, "I can see why you're upset…" to show that you understand their perspective.
• Offer a sincere apology : Even if the problem wasn't your fault, you can still say, "I'm sorry that you're having this problem."

So, if you're looking to pimp your resume, make sure you highlight these core communication skills. They could be just what you need to stand out from the crowd and land that dream customer service job.

Problem-Solving Skills: The Game-Changers

In the world of customer service, being a problem solver isn't just a bonus; it's a necessity. When you're dealing with customers, you need to be ready to tackle issues head-on and come up with effective solutions. Let's discuss three key problem-solving skills you should definitely include in your resume.

1. Adaptability

In the ever-changing landscape of customer service, adaptability is a must-have skill. It's all about how well you adjust to new challenges, changes, and situations in your work environment. Whether it's a sudden shift in company policy, a difficult customer, or a technical glitch, being adaptable means you're able to think on your feet and keep things moving smoothly.

How to showcase adaptability on your resume:

Describe a situation where you had to adapt to a significant change at work, and how your adaptability led to a positive outcome. This could be a shift in work processes, dealing with an unexpected issue, or navigating a change in team structure.

2. Critical Thinking

Critical thinking is another essential skill for problem-solving in customer service. It involves analyzing situations or problems, considering possible solutions or approaches, and making decisions based on your analysis. When you're dealing with customer complaints or issues, critical thinking allows you to evaluate the problem and come up with the best solution.

How to showcase critical thinking on your resume:

Highlight instances where your critical thinking skills have led to problem resolution. This could involve a time when you identified a recurring problem and implemented a new procedure to prevent it from happening again.

3. Conflict Resolution

Conflict is inevitable in customer service. That's why conflict resolution is one of the top skills to add to your resume. It involves being able to understand and manage disputes effectively, whether they're between you and a customer, or between two customers. With good conflict resolution skills, you can help maintain a positive environment and ensure customer satisfaction.

How to showcase conflict resolution on your resume:

Provide examples of when you've successfully resolved conflicts in the past. This could be a situation where you managed to calm a difficult customer or resolved a dispute between team members.

When you're listing these must-have customer service skills to add to your resume , remember to provide concrete examples of how you've applied them in your past roles. Don’t just say you have these skills - demonstrate them. This will help potential employers see how you could apply these skills in their workplace, and why you'd be a great fit for their team.

Technical Customer Service Skills: The Digital Edge

In this digital age, having a firm grasp on certain technical skills can make you a stronger contender in the customer service field. Let's dive into a couple of must-have customer service skills to add to your resume that involve a technological aspect.

1. Knowledge of Customer Relationship Management (CRM) Tools

Today, many businesses are leveraging Customer Relationship Management (CRM) tools to streamline their customer service processes. These systems are designed to manage customer interactions, track customer information, and automate sales—all in one place.

Having a robust understanding of CRM tools can give you a significant edge in your job applications. It shows potential employers that you're comfortable working with technology and have the ability to utilize it to improve customer service operations.

When crafting your resume, it's worth mentioning your experience with CRM tools, including any specific platforms you've used. Don't forget to highlight any achievements or improvements you've made using these tools, such as boosting customer satisfaction rates or improving response times.

2. Multitasking Across Different Platforms

In a fast-paced customer service environment, the ability to multitask across different platforms is crucial. This could involve managing live chat enquiries while also handling phone calls, or switching between multiple customer service tools and systems. Being adept at multitasking allows you to efficiently handle multiple customer interactions simultaneously, enhancing productivity and service levels. It's an important skill that shows employers you can handle a high volume of tasks without compromising the quality of your customer service.

When adding this skill to your resume, be sure to provide specific examples of situations where you've successfully multitasked. This could involve a time when you handled customer enquiries across multiple platforms during peak periods, or when you efficiently managed a high volume of tickets using various customer service tools. These technical skills, alongside your communication and interpersonal abilities, can make you a well-rounded customer service professional. Don't shy away from showcasing your technical prowess—it could be the factor that sets you apart from other candidates!

3. Use of Productivity, AI, and Automation Tools

Customer service has gone through a lot of changes in the last decade, and automation has been a big part of this. To show recruiters you know how the new game of customer service works, experience with automation tools like Magical can be a big benefit. (Magical is a free Chrome extension that helps you automate repetitive tasks, like messaging customers or updating your CRM.) Not only does this show that you care about efficiency, but it also shows that you're up on the latest AI trends.

Interpersonal Skills: The Human Touch

Interpersonal skills are a big part of what makes a customer service professional effective. They help build rapport, resolve conflicts, and create a positive experience for customers. Here, we'll highlight three interpersonal skills: patience , positivity , and teamwork . Adding these must-have customer service skills to your resume can make you a standout candidate.

1. Patience

In the world of customer service, patience is definitely a virtue. It's about giving customers the time they need to express their concerns or frustrations, without rushing them or making them feel unheard. It's also about remaining calm and composed, even when dealing with difficult or demanding customers.

To highlight this skill on your resume, you could mention instances where your patience led to positive outcomes, like resolving complex issues or turning around a negative customer experience.

2. Positivity

Maintaining a positive attitude, even in challenging situations, is another valuable skill for customer service professionals. It's about being able to stay upbeat and friendly, regardless of the circumstances. This not only improves the customer's experience, but it can also help you manage stress and prevent burnout.

Showcase this skill on your resume by pointing out how your positive attitude contributed to a positive work environment or improved customer satisfaction ratings.

3. Teamwork

In customer service, you're rarely working alone. You're part of a team, working together to deliver the best service possible. Teamwork skills include collaborating effectively with others, supporting your colleagues, and contributing to a positive team dynamics.

To demonstrate your teamwork skills on your resume, highlight instances where you collaborated with others to solve customer issues, or times when you stepped up to help a colleague in need.

Remember, interpersonal skills like patience, positivity, and teamwork are just as important as technical skills in customer service. By showcasing these skills on your resume, you're demonstrating your ability to connect with customers on a personal level and work effectively with your colleagues. And that can make all the difference in landing that customer service job you're eyeing.

Making Your Skills Shine on Your Resume

After getting the lowdown on the must-have customer service skills to add to your resume, it's time to make them shine. Your resume and cover letter are the first impressions you'll make on a potential employer, so it's crucial to highlight your skills in these documents. Here's how to do it:

Including Skills in Your Resume Summary

Your resume summary is a brief section at the beginning of your resume that highlights your qualifications. It's the perfect place to showcase the customer service skills you possess. Start by identifying the key skills the employer is looking for in the job description. Then, highlight these skills in your resume summary.

For example, if the job description emphasizes empathy and clear communication, your resume summary might read:

 "Customer service pro with 5+ years of experience in fast-paced environments. Known for empathetic customer interactions and clear, effective communication."

Highlighting Skills in Your Work History

The work history section of your resume is where you can get specific about how you've used your customer service skills. For each job listing, provide a brief description of your role and responsibilities. Then, include bullet points that highlight the customer service skills you used and the results you achieved.

For instance:

Customer Service Agent, ABC Company -Leveraged active listening skills to understand customer concerns, resulting in a 20% increase in customer satisfaction score. ‍ -Used CRM tools to track customer interactions and provide personalized service.

Demonstrating Skills in Your Cover Letter

Your cover letter is another important place to showcase your customer service skills. While your resume might list your skills and experiences, your cover letter tells the story of your professional journey. Use this space to elaborate on the skills you've listed on your resume and provide examples of how you've used these skills in the past.

For example:

"In my previous role as a Customer Support Specialist at XYZ Corp, I often used my problem-solving skills to resolve complex customer issues. On one occasion, I was able to de-escalate a situation with a highly frustrated customer by using active listening and empathy. This experience reinforced the importance of these skills in providing excellent customer service."

By including your customer service skills in your resume summary, work history, and cover letter, you can make a strong impression on potential employers and increase your chances of landing the job.

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45+ Best Communication Skills for Your Resume (Examples)

Discover the best communication skills for your resume. From verbal to written communication, learn how to list and describe them to make a lasting impression.

When adding communication skills to your resume, focus on tailoring them to the job ad and using specific terms from the job description. Highlight achievements showcasing your communication strengths, whether it's leading a project, resolving conflicts, or using digital tools like Slack and Zoom. This not only aligns you with what employers are seeking, but also boosts your chances with applicant tracking systems. Always back up your skills with examples to show you can deliver results and work well with others.

Soft skills often get a bad rap for being less important. But they hold serious value — these skills are innate and not always teachable. Yet, simply stating “communication skills” in your resume is too vague to show off your strengths to a recruiter.

Solid communication is key to building relationships, expressing needs, and sharing information — it’s everywhere, including the workplace. The trick is to show your communication skills in a way that highlights what you can achieve and the potential you bring to the company. 

And you can do this through your resume. This article will tell you: 

• All the top communication skills to include. 
• How to list your communication skills on a resume.
• The best ways to improve your abilities for future job opportunities. 

What Are Communication Skills and Why They Matter on a Resume?

Communication skills are how you share ideas, listen, and respond to others, whether verbal, non-verbal, visual, or written. We use these skills every day, so I’ll spare you the full textbook definition — it’s basically how you get your point across and understand others. 

Here’s how the main types of communication can translate into a resume: 

• Verbal communication. We all learn to talk early on, but clear and confident communication is a skill that takes practice. On your resume, you can highlight cases where you led a meeting, conducted a presentation, or explained complex ideas to a colleague.
• Non-verbal communication. This includes body language, eye contact, and facial expressions. Ever noticed how a smile can make someone more approachable? That’s non-verbal communication in action. Demonstrate this on your resume by mentioning roles where you engaged with clients face-to-face, showing approachability and confidence.
• Written communication. Writing emails, reports, or even messages in a chat all fall under written communication. If you’ve ever written a LinkedIn post, a persuasive email, or a detailed report, highlight these experiences on your resume. Show your impact with examples of increased engagement or positive feedback. 
• Visual communication. Using visuals like graphs, charts, or slides to communicate is a great way to get your message across. On your resume, you can mention creating PowerPoint presentations or designing infographics to convey complex ideas or data. 

Many communication skills are considered soft skills because they are personal traits that largely come from everyday experience—think active listening or body language. But many others are hard skills because they require specific knowledge and, usually, on-the-job training—for instance, negotiation techniques or even presentation skills.

With that said, all communication skills are precisely that: skills, not talents . And skills you can learn and improve. Even if you don’t think of yourself as a natural-born communicator, you can take steps to get better at both “hard” and “soft” types of communication skills.

Why do communication skills matter to employers?

Employers want candidates who can clearly express themselves and work well with others — would you really want a Dwight in your office? Good communication can prevent misunderstandings and frustration, making the workplace more productive. 

Communication skills are also crucial across many areas of professional life. You can apply them in business meetings, team projects, customer interactions, or those “networking” sessions in the office kitchen. Showing recruiters you’ve mastered the art of communication is showing them your versatility. 

Here’s a round-up of the top communication skills to include  on your resume: 

Top Communication Skills Examples 

Once your resume grabs the recruiter’s attention, be prepared to discuss all those impressive skills during the interview. Make sure you genuinely understand each skill you’ve listed and how it relates to your experience.

Here’s a rundown of the top communication skills and how they play out in the workplace:

Verbal communication

Verbal communication skills are basically about how good you are with the words and sounds that come out of your or other people’s mouths — about how well you articulate your thoughts and how well you understand what others say. These skills include expressing your ideas, dealing with customers, or persuading your boss to upgrade the office coffee machine. 

Strong verbal communication tells employers you can articulate information, suggestions, and feedback. For roles involving customer interactions or leadership, having solid speaking skills shows you can convey messages clearly and lead with confidence. But remember, verbal communication (like any other form of communication) is a two-way street. Active listening is just as important as speaking clearly.

Most of us can hold a conversation, so be specific on your resume. 

Here are some examples of how to list verbal communication on a resume: 

• Interpersonal communication
• Listening skills 
• Outbound calling 
• Body language
• Foreign languages
• Presenting skills 

Written communication

Written communication skills are about how well you convey information through messages, emails, reports, and notes. You don’t need to be a literary genius, but you should be clear and concise to avoid misunderstandings. 

One key thing to note: even if your job title doesn’t immediately bring “writing” to mind, strong writing skills can still be an asset on your resume.

When you write well, you can inform and persuade through your words, whether drafting reports, creating social media posts, or sending emails. And with so many of us working remotely, knowing how to communicate professionally (without overusing emojis or exclamation marks) is always a plus.

Check out these valuable writing skills for your resume: 

• Sending emails 
• Proposal and report writing 
• Spelling and grammar
• Editing skills
• Paraphrasing 
• Translation 

Giving and accepting feedback 

Giving and accepting feedback helps improve performance and productivity by showing employees and managers what’s working and what needs to change. 

Employers want to know you can handle constructive criticism without feeling like you’re under attack. Including this skill on your resume highlights that you’re committed to growth and can push others to do the same, making you a strong collaborator and proactive learner. 

Here’s how to frame those skills on a resume to show you’re dedicated to your development: 

• Constructive feedback
• Active listening
• Accountability
• Willingness to learn 
• Open-mindedness 

Team-building and collaboration

Team-building and collaboration involve working well with others to solve problems and achieve common goals. Effective team builders can delegate tasks, communicate clearly, and help team members grow. 

Teamwork makes the dream work, so being able to share ideas and listen to others tells employers you can work harmoniously in a group. Highlighting team-building and collaboration on your resume also shows you can motivate and support your team toward success. 

Here are some more skills to show you work well in a team: 

• Team communication
• Delegation 
• Goal setting 
• Adaptability
• Taking ownership 
• Inclusivity 

Leadership skills 

Leadership skills involve firing up your team, setting goals, training employees, and running operations. A successful leader can push their team to their full potential while making them feel valued and appreciated. 

Trust is key, and people work better for managers they believe in — so your ability to build rapport and guide teams in a positive working environment is a must. Nobody feels inspired by a micromanaging boss breathing down their neck, right?

Here are some phrases that will make your leadership abilities shine on a resume: 

• Management abilities 
• Employee training 
• Motivational feedback
• Planning and organization 
• Interviewing skills 
• Customer relationship management

Digital communication

Digital communication skills are essential in today’s remote and hybrid work environments. Knowing your way around Zoom, Slack, Asana and Microsoft Teams ensures easy collaboration and interaction.

Nobody wants to be the person who accidentally sends a private message to the entire team. Including this skill on your resume shows your ability to keep up with the times, especially handy for remote workers, or in areas like customer support or social media. 

Consider listing these skills on your resume to show your technical communication prowess: 

• Online meeting etiquette
• Remote collaboration
• Professional branding 
• Customer support 
• Digital messaging 
• Social media networking 

Conflict resolution 

Conflict resolution skills help navigate and settle any disputes to maintain a positive workplace. Whether you’re negotiating tough deals, dealing with customer complaints, or deciding on the office AC temperature, you can apply these skills to a range of situations. 

But it’s not just about settling disputes. Adding conflict resolution to your resume tells employers you value workplace harmony, which can boost productivity. It shows you have solid listening skills and that you consider others’ perspectives and respond thoughtfully. 

Check out these examples of how to frame conflict resolution on a resume: 

• Mediation skills 
• Trust building 
• Employee relations 
• Problem-solving 
• Emotional intelligence 
• Impartiality

Negotiating skills 

Negotiating skills are about reaching mutually beneficial agreements through formal contracts or verbal agreements. Skilled negotiators adapt their communication styles to fit the listener’s requests and avoid misunderstandings.

Pulling off a successful negotiation requires problem-solving, persuasive communication, and reading the room — all abilities that will make you an impressive candidate for future employers. 

Negotiation skills aren’t limited to the bargaining table, though. 

Take a look at some more specific ways to describe them on a resume: 

• Strategic thinking 
• Persuasive speaking 
• Assertive attitude
• Rapport-building 
• Contract negotiation 
• Business negotiation

How to Find the Best Communication Skills to Put on a Resume?

Googling “communication skills” and copy-pasting the first result won’t cut it. Recruiters have seen “listening skills” way too many times.

To make an impression, you need to be smart with your word choice, understand what the employer is looking for, and show exactly how your skills make a difference.

Check the job description

Tweaking your resume to match the job description might seem like extra effort — but it’s an easy way to get inspiration on what skills and experience the employer wants from you. 

Will you be working with a global team? Mention how your remote collaboration skills have helped you build connections. Are they looking for someone with growth potential? Outline your experiences in accepting and acting on feedback.

Using similar terms from the job description shows recruiters you’re the right fit for the role and boosts your chances with applicant tracking systems (ATS) when scanning resumes for keywords. 

Check out this job ad for a product manager position: 

This company’s looking for someone who can communicate in group discussions, so mention times you led projects or regularly contributed to meetings to show you’re a team player. They also emphasized data visualization, so include your knack for explaining complex ideas to non-technical clients. 

You don’t need to quote the job ad word for word — just outline your relevant experiences, and your skills will speak for themselves.

Research skills relevant to your industry

Every industry has its own communication style — whether it’s interviewing in recruitment, content creation in marketing, or interacting with customers in sales. Some working environments require online collaboration, while others have you mingling with your colleagues. 

Recruiters look for candidates who understand the core skills of your chosen industry and can show proficiency in those areas. Doing your homework on industry-specific communication tells employers you have the skills to address the unique challenges and needs of that field. 

Consider your achievements

If your skills list is still looking pretty thin, think about your accomplishments and how you’ve applied your skills in real-world scenarios. 

Look at your past achievements and identify the communication skills that played a key role. Have you successfully led a team project? Emphasize your abilities in team communication, delegation, and even conflict resolution. 

If you’re short on work experience, think about your days in education. Did you navigate a year of online learning during the pandemic? Perfect — you can list skills like remote collaboration, online messaging, and a great deal of patience on your resume.

Still stuck on inspiration? Check out our AI Skill Explorer to dig deeper into any key skills you may have missed.

How to Put Communication Skills on a Resume?

You’ve pinpointed your skills, but you can’t just list them on your resume and call it a day. Recruiters only spend a few seconds on each resume, so your skills must stand out and prove you’re a top-notch candidate. 

Let’s dig into where you should include your skills and how to use them to show off your accomplishments. 

Tailor to the job description

Job postings spell out exactly what they want — so use that to your advantage. 

Start by digging into the job ad and highlighting any specific communication skills listed as requirements. But avoid copying and pasting generic terms like “client support.” These phrases are bland and don’t tell the recruiter what you bring to the table. 

Focus on real wins — if they need someone to handle customer interactions, highlight your successes in customer service. You can also use action verbs, such as “presented” and “collaborated” to make your resume more dynamic and easier to scan by ATS systems.

You don’t need to overhaul your resume completely for each application. Just tweak your word choice and skill selection to match what each employer is looking for, and show how your skills translate into success.

Mention top skills in the resume summary

Your resume summary is your elevator pitch and how you’re going to grab a recruiter’s attention right off the bat. Make it concise, relevant, and interesting by focusing on the communication skills that make you a standout candidate. 

Include the communication skills that are most relevant to the position. If the job requires strong verbal skills, emphasize your expertise in delivering engaging presentations or negotiating with stakeholders. Always aim to link these communication skills to your achievements to show the impact of your abilities. 

Here’s an example of an eye-catching summary with a focus on communication skills: 

Customer service specialist with a knack for effective verbal communication and problem-solving. Skilled in handling customer inquiries, resolving complaints, and presenting product features. Recognized for maintaining high levels of customer satisfaction and maintaining positive client relationships.

Showcase skills via your work experience

Listing skills in bullet points is neat for summarizing, but it’s just that — a summary. Recruiters need to see how you put those skills into action and how they benefit the company. Saying you’re great with phone calls doesn’t mean much if you prefer leaving long voice notes (guilty as charged)!

When describing your work experience , pick specific examples that show how you’ve used your communication skills. Think about times when your communication skills were pivotal and delivered real results. 

Did you lead a successful project meeting? Or negotiate a deal that brought in significant revenue? These are gold for showcasing your abilities. And you can add more weight to your accomplishments by using real numbers to back up your claims. 

Here’s how to show your skills in your work experience section with measurable outcomes:

Administrative Assistant | ABC Company March 2019 — Present • Managed office communications, including emails, phone calls, and scheduling meetings, ensuring smooth day-to-day operations. • Coordinated travel arrangements and itineraries for executives, managing detailed records and expense reports. • Developed and maintained filing systems, boosting data retrieval efficiency by 30%. • Assisted in preparing presentations and translating complex data into clear, concise information for team meetings. • Acted as a liaison between departments, encouraging effective communication and collaboration across the organization. • Organized company events and meetings, ensuring all logistics were handled seamlessly and attendees were well-informed.

Through these experiences, the jobseeker is demonstrating key skills, like conveying complex information, teamwork, and leadership abilities. It's not about cramming “communication” into every sentence, but strategically emphasizing how strong communication skills helped you deliver results. 

Summarize with a list of skills

Once you’ve woven your abilities into your work experience, you can summarize them in your skills section. Including a bulleted list lets recruiters and ATS scanners quickly identify your strengths. 

Here’s an example of how to outline your skills: 

• Presenting data. Excellent at presenting complex information and ideas in meetings and client interactions. • Team Collaboration. Effective in working with cross-functional teams to achieve common goals. • Data Visualization. Adept at explaining data insights to non-technical stakeholders. • Analytical Skills. History of identifying issues and implementing practical solutions. • Project Management. Expertise in planning, executing, and overseeing projects to ensure successful completion. • Technical Knowledge. Proficiency with Microsoft Office Suite and project management software, like Asana and Trello.

But remember, recruiters will only glance over this section — they might even use it to determine if the rest of your resume is worth investigating. So make sure you tailor your skills to match keywords in the job description. 

While it’s handy to cover the basics, avoid using too many generic terms. Instead, opt for specific skills and tools, such as “Project Management,” “Customer Relationship Management (CRM) Software,” or “Digital Marketing Campaigns.”

Spotlight skills using the right format

Many assume that a functional or combination format is the answer to drawing attention to your skills. However, using a functional or combination resume is a risky departure from the standard, recruiter-approved reverse-chronological resume format, which places your work experience front and center. 

Here’s a rundown of the main resume formats: 

• Reverse-chronological format . This widely used format highlights your work history, starting with your most recent position and working backward. Recruiters favor this layout because it clearly showcases your career progression and makes it easy to find key information. I highly recommend this structure to boost your chances of getting noticed. 
• Functional (skills-based) format . The functional format places your skills front and center, but can often lead recruiters to make the wrong assumptions and wonder what you have to hide. This outdated format also doesn’t perform well with Applicant Tracking Systems (ATS), so I wouldn’t recommend going down this route. 
• Hybrid (combination) format. Combining these two formats can be effective if you want to highlight your extensive skills upfront with extensive work experience. This format is a good choice if you have plenty of work experience, numerous accomplishments, or a diverse set of technical skills. 

My go-to choice would be the reverse chronological format or the hybrid structure, where you place your skills up top with specific examples or achievements that show how you’ve used these skills in real situations. 

Here’s an example from a combination resume: 

Customer Service:

• Resolved an average of 30 customer inquiries per day, with a 95% satisfaction rate. • Implemented a new customer feedback system that improved response times by 50%. • Improved retention rates by over 25% by designing and implementing customized cancellation surveys. • Trained and onboarded 22 Junior Customer Service Representatives.

Organizing your skills like this shows employers exactly what expertise you bring to the table. But you can demonstrate your skills just as effectively using a reverse chronological format — you just need to make sure that your descriptions of past jobs reflect whatever skills you listed in the skills section.

Focus on positive outcomes

You’ve got the gist by now — whenever you mention your skills or experiences, highlight the positive outcomes. So, you wrote social media posts for your company; did they boost engagement? Did your powers of persuasion close any deals?

Focusing on positive outcomes means you’re not just listing responsibilities — you’re showing employers the real impact of your communication skills and your ability to deliver results. Talk about how your clear communication helped finish a project ahead of schedule, or how your presentation skills secured a new client.

Use numbers and metrics whenever you can. Instead of saying you improved customer satisfaction, say you increased it by 20% through adaptable communication strategies.

If you’ve received awards or recognition tied to your communication skills, flaunt them. Mention specific achievements like winning a speech competition or receiving praise for a successful presentation.

Be clear and concise

You can’t claim to be a master communicator if your resume isn’t clear. Your grammar skills, writing style, and ability to tell your story will be under scrutiny — you don’t want to miss an opportunity because of a few typos. 

When crafting your resume, go through it with a fine-tooth comb and remove any unnecessary details or wordy phrases to keep it to the point. Remember, recruiters take less than ten seconds to scan your resume — you want them to focus on the good stuff. 

Space on your resume is precious real estate, so make every word count. Highlight your communication skills and other abilities concisely. Use bullet points to list achievements and skills — it’s easier to read and quickly grabs the recruiter’s attention. 

Ways to Improve Your Communication Skills

You’re probably itching to send out your resume and land that job, not spend more time tweaking your skills. But trust me, sharpening your communication skills is worth it. These skills are versatile and can open up all kinds of doors in any industry you choose. Plus, those improved skills will eventually shine on your resume.

Improving your communication skills is easy. It just takes a bit of self-reflection, a fresh perspective, and a genuine desire to get better. Simple steps that can lead to big results down the road.

Master active listening

The tech boom has made our attention spans shorter — how many times have you glanced at your phone mid-conversation? Start by putting away your phone, closing your laptop, and giving the person your full attention.

Resist the urge to jump in with questions or solutions prematurely. We’ve all been guilty of planning our response before the other person finishes — and people notice. Let them complete their thoughts to show you’re genuinely listening and understanding their message.

Once they’ve wrapped up, take a moment to summarize what you’ve heard. You might say, “So, what I’m hearing is…” This shows you’re paying attention while clarifying any potential misunderstandings.

Show interest and ask questions 

Small talk easily makes it on the list of things I prefer to avoid. You’re not exactly showcasing your communication skills if your go-to topic is the weather. 

Try asking open-ended questions in discussions that get people talking more. Skip the yes or no non-starters and go for open-ended questions like, “How did you tackle that problem?” or “What do you think about this plan?” It shows you’re genuinely curious about their perspective and opens the conversation.

Don't be afraid to dig deeper into topics that interest you or where you need more clarity. Asking follow-up questions shows you’re really processing what’s being said and want to learn more, leading to more engaging chats and stronger connections.

Go out of your comfort zone

Fun fact: Back in my early 20s, I moved to a foreign country by myself — no job, no friends, and no grasp of the language. Did it make me a more confident and self-assured person? Absolutely. 

There’s a reason people tell you to venture out of your comfort zone — and honestly, it’s never as scary as you imagine. 

Challenge yourself with new communication tasks regularly. It could mean stepping up to lead a meeting, speaking up in group discussions, or presenting ideas to a larger audience. Each challenge (whether big or small) adds to your confidence and broadens your skills, making future interactions less daunting.

And you don’t have to dive in headfirst. Let’s say you have a presentation coming up — take some time to outline your points, anticipate questions, and consider how best to get your message across. Practice and preparation are key to making you feel more at ease.

Build relationships

Good communication starts with getting along with the people around you. Take time to connect with your coworkers on a personal level. Ask about their weekend plans or what they do for fun outside of work. 

Approach conversations with a friendly and positive attitude. No one wants to talk to someone who looks like they just had a sour glass of milk. Smile, make eye contact, and use a polite tone to create a welcoming atmosphere where communication flows naturally.

As you build deeper relationships, your confidence will grow, giving you more room to improve your communication skills. Who knows? It might even lead to a promotion or an interesting networking opportunity.

Change your mindset 

Changing your perspective is easier said than done, right? When I first entered the professional world, I wasn’t great at taking feedback. I’d get frustrated and defensive whenever someone pointed out areas for improvement.

But then I realized, how does getting defensive serve me? It doesn't help me learn or grow; it only holds me back. So, I decided to shift my mindset. I started seeing feedback not as criticism, but as valuable insights to help me get better.

Surprise, surprise — once I started embracing feedback and thinking about how I could use it to improve, things got a lot smoother. Those negative feelings I used to have? They faded away.

Feedback is your golden opportunity to learn and grow. When someone gives you feedback, they are ultimately trying to help, so listen with an open mind. Everyone’s got their perspective, so take the time to understand where they’re coming from. And don’t be afraid to challenge your own beliefs — sometimes, our mindset can hold us back without us even realizing it. 

Learn from the experts

We all know someone who can stroll into any room and strike up a conversation with ease. Pay attention to how they talk — their tone, facial expressions, and body language. What makes their communication so smooth and engaging? Reflect on this and apply those techniques to your conversations and presentations.

If your job relies heavily on customer service or client interaction, you can even check out platforms like Coursera and Udemy, which offer a range of courses on communication skills. 

Here are some top recommendations: 

• Successful Negotiation: Essential Strategies and Skills (edX)
• Finding Your Professional Voice: Confidence & Impact (Coursera)
• The Complete Communication Skills Master Class for Life (Udemy)
• Winning Communication Skills for Telephone & Conference Calls (Udemy)
• Effective Communication: Writing, Design, and Presentation Specialization (Coursera)

Look for courses that align with your interests and career goals. Whether it’s nailing public speaking or polishing your writing chops, structured courses can dish out some great tips and techniques.

But I'd only recommend shelling out for a course if your job hinges on strong communication skills. If not, there are tons of freebies out there, like TED Talks and documentaries on communication styles and tricks. Take notes on how top-notch speakers grip their audience, organize their messages, and use language to get their point across.

Here’s a recap of all the tips and tricks you need to know when adding communication skills to your resume: 

• Don’t just say “excellent communication skills.” Instead, mention specific skills like “negotiation,” or “public speaking,” to add clarity and show recruiters what you can offer the company.
• Match your communication skills to those listed in the job description. If they value teamwork, emphasize specific collaborative skills or your experiences working on successful team projects. 
• Start bullet points with action verbs like “presented,” “collaborated,” “mediated,” or “negotiated” to show practical application and boost your chances with ATS scanners. 
• Include numbers to quantify your positive impact. For example, “increased customer satisfaction by 20% through effective communication strategies.”
• Mention specific situations where your communication skills made a difference, such as closing a deal or delivering a key presentation to clients.
• Focus on positive outcomes of your communication efforts, like “secured a new client” or “resolved conflicts efficiently,” to demonstrate results and achievements. 
• If you have many communication skills under your belt, consider a dedicated skills section to list them clearly — just avoid generic statements. 
• Be clear and concise in your descriptions to keep your resume easy to read and impactful, ensuring it grabs the recruiter's attention. 

How do you describe communication skills on a resume?

First, include your most important skills in the skills section. But don’t stop there. Describe your communication skills by outlining your experiences and any positive outcomes. For example, “Negotiated contracts with vendors, resulting in a 15% cost reduction.” By focusing on your accomplishments, you’re telling the recruiter how your skills have a tangible impact.

What is considered an extensive communication skill?

Extensive communication skills cover a broad spectrum of abilities, including verbal (public speaking, storytelling), written (emails, reports), listening (active listening, empathy), and non-verbal communication (body language, eye contact). Mastery in multiple areas, such as conflict resolution, persuasive communication, and digital communication tools, also falls under this category.

How to say you have good communication skills on a resume?

Simply saying you have “good communication skills” is generic and doesn’t tell recruiters what you can bring to the table. Instead, use specific skills to showcase your achievements. For example, “Authored and edited newsletters that increased readership by 40%.”

What is another word for communication?

“Interaction” or “dialogue” can serve as alternatives for communication. Depending on the context, terms like “correspondence” (for written communication) or “engagement” (for interactive communication) could also be appropriate.

Other synonyms for communication skills include “people skills”, “social intelligence”, and “interpersonal skills”. 

What is a good sentence for communication skills?

A good sentence demonstrating your communication skills should focus on specific abilities and how they contributed towards your accomplishments. You could say, “articulated complex ideas clearly, boosting team productivity through improved understanding and collaboration.

Lauren Bedford

Lauren Bedford is a seasoned writer with a track record of helping thousands of readers find practical solutions over the past five years. She's tackled a range of topics, always striving to simplify complex jargon. At Rezi, Lauren aims to craft genuine and actionable content that guides readers in creating standout resumes to land their dream jobs.

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Top 18 Customer Service Resume Objective Examples

Updated July 20, 2023 14 min read

A resume objective is a short statement of purpose at the top of your resume that outlines your career goals and aspirations. It should be tailored to the specific customer service position you are applying for and should demonstrate why you are the best fit for the job. When writing a resume objective, focus on what you can bring to the organization and how your skills and experience make you a valuable asset. For example, if applying for a customer service role, you may write: “To utilize my five years of customer service experience to deliver exceptional support and foster long-term relationships with customers.” Additionally, mention any relevant certifications or qualifications such as “Certified Customer Service Professional (CCSP)” or “Proficient in Microsoft Office Suite.” With these tips in mind, you will be able to create an effective resume objective that makes you stand out from other applicants.

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Top 18 Customer Service Resume Objective Samples

• To obtain a customer service position in a challenging and professional environment that will allow me to utilize my skills and experience.
• To secure a customer service role in an organization where I can use my excellent communication and problem-solving skills to contribute to the growth of the company.
• To leverage my strong interpersonal and organizational abilities in a customer service role.
• Seeking a customer service position with an opportunity to develop new skills while utilizing existing ones.
• To obtain a customer service position that will enable me to use my exceptional communication and problem-solving skills.
• To secure a customer service role that allows me to interact with customers, build relationships, and provide superior quality of service.
• Seeking an entry-level customer service role where I can apply my knowledge of customer relations and problem-solving techniques.
• Aiming for a challenging customer service position where I can demonstrate my excellent interpersonal skills and ability to resolve complex issues quickly.
• To acquire a customer service job which offers the opportunity to learn new technologies while utilizing existing ones.
• Desiring an entry-level position in the field of customer service, where I can utilize my communication, organizational, and problem-solving skills.
• Looking for an opportunity as a Customer Service Representative that would enable me to use my knowledge of sales strategies, product information, and client relations management.
• Motivated individual seeking a Customer Service Representative role that allows me to utilize my strong communication and interpersonal skills while providing exceptional support services.
• Eager to join an organization as a Customer Service Representative where I can utilize my excellent communication, organizational, and problem-solving skills for the benefit of the company’s clients.
• Aiming for an entry-level Customer Service Representative role that allows me to make use of my extensive knowledge about sales strategies, product information, client relations management, etc., for the betterment of the company’s clients’ satisfaction levels.
• Looking for an opportunity as a Customer Service Representative wherein I can make use of my strong interpersonal abilities along with prior experience in handling customers’ queries efficiently.
• Searching for an entry level position as a Customer Service Representative wherein I could apply my knowledge about sales strategies, product information, client relations management etc., while providing superior quality services at all times.
• Pursuing an opportunity as a Customer Service Representative wherein I could effectively employ my exceptional communication abilities along with prior experience in resolving complex issues quickly without any hassle or delay.
• Applying for the post of Customer Service Representative with the aim of using exceptional organizational capabilities combined with prior experience in providing prompt solutions related to customers' queries or complaints efficiently

How to Write a Customer Service Resume Objective

A resume objective is an important part of any customer service professional’s resume. It should provide employers with a brief overview of the candidate’s qualifications and goals, highlighting why the applicant is a good fit for the job. Writing an effective customer service resume objective requires careful thought and planning.

When crafting a customer service resume objective, it is important to include relevant keywords that will help your application stand out from other applicants. Include words like “customer service,” “client relations,” “communication skills,” and “problem-solving” to demonstrate your knowledge in the field. You should also include any other skills or qualifications that make you well-suited for the position.

In addition to including pertinent keywords, your customer service resume objective should be concise and to the point. Employers are likely to have dozens of resumes to review and don’t want to spend time reading long-winded objectives. Keep it short and sweet – two or three sentences at most – and use clear language that gets straight to the point.

Your customer service resume objective should also emphasize your career goals and explain how you hope to contribute to the company if hired. For example, focus on how you plan to exceed customers’ expectations by providing them with outstanding service or how you intend to develop innovative solutions for difficult problems. This section should be tailored according to each individual job posting so that employers can quickly identify how your skills match their needs.

Finally, make sure your customer service resume objective includes action verbs such as “manage,” “coordinate,” or “develop" so that employers can easily see what kind of work you are capable of doing in the role. By taking these steps into consideration when writing a customer service resume objective, you can create an impressive statement that will help get your foot in the door!

Related : What does a Customer Service do?

Key Skills to Highlight in Your Customer Service Resume Objective

In the competitive field of customer service, it is crucial to showcase your unique skills and abilities that set you apart from other candidates. Your resume objective is the perfect place to highlight these key skills, as it provides potential employers with a snapshot of your capabilities right at the beginning of your resume. This section will guide you through identifying and articulating the most valuable customer service skills to include in your resume objective, enhancing your chances of capturing the attention of hiring managers.

1. Active Listening

Active listening is a crucial skill for a customer service role because it involves fully concentrating, understanding, responding and then remembering what is being said by the customer. This skill ensures that customers feel heard and understood, which in turn leads to better problem-solving and higher customer satisfaction. Including this skill in a resume objective demonstrates to potential employers that you are capable of providing excellent customer service by effectively addressing customers' needs and concerns.

Empathy is a crucial skill for a customer service role because it allows the employee to understand and share the feelings of the customers. This understanding can help in providing tailored solutions and making the customers feel valued and heard. It also aids in building strong relationships with customers, leading to increased customer satisfaction and loyalty. Including empathy in a resume objective shows potential employers that you are capable of connecting with customers on a personal level, which can greatly enhance their experience with the company.

3. Adaptability

Adaptability is a crucial skill for a customer service role as it involves dealing with diverse customers, each with unique needs and issues. The ability to adapt quickly to various situations, adjust strategies, and find solutions can significantly improve customer satisfaction. Including this skill in a resume objective shows potential employers that the candidate is flexible and capable of handling unexpected challenges effectively.

4. Problem-solving

Problem-solving is a crucial skill for a customer service role because it enables the individual to effectively handle and resolve customer issues or complaints. It involves the ability to assess a situation, identify potential solutions, and implement the most effective one. This can lead to increased customer satisfaction and loyalty, which are key objectives in any customer service role. Including problem-solving skills in a resume objective shows potential employers that the candidate is capable of managing difficult situations and ensuring positive outcomes.

5. Zendesk proficiency

Having proficiency in Zendesk demonstrates the ability to effectively manage customer interactions and inquiries. This skill is essential for a customer service role as it showcases the candidate's ability to utilize this popular customer service software to track, prioritize, and solve customer support tickets. It also implies that the candidate has experience in providing timely and efficient solutions to customers, which directly contributes to customer satisfaction and loyalty. Furthermore, it can save training time and resources for the company if they are already using this platform.

6. Salesforce knowledge

Salesforce knowledge is needed for a resume objective in customer service because it demonstrates the candidate's ability to manage customer relationships and interactions effectively. Salesforce is a widely used customer relationship management (CRM) tool that helps businesses track and analyze their communication with prospects, customers, and partners. A candidate with this skill can efficiently handle customer inquiries, complaints, and other interactions, ensuring high levels of customer satisfaction. Additionally, Salesforce provides various features to automate service processes, streamline workflows, and find key articles, topics, and experts to support the customer service team. Therefore, having this skill can significantly enhance a candidate's productivity and effectiveness in a customer service role.

7. Multitasking

A customer service role often involves managing multiple tasks at once, such as handling customer inquiries, processing transactions, and resolving complaints. Multitasking is a crucial skill for this job as it allows the employee to efficiently handle various duties simultaneously without compromising the quality of service. This leads to increased productivity and customer satisfaction. Including this skill in a resume objective shows potential employers that you can effectively manage your time and responsibilities, which is essential in fast-paced work environments.

8. Time management

Time management is crucial for a customer service role as it involves handling multiple tasks simultaneously such as responding to customer inquiries, resolving complaints, and processing orders. Efficient time management ensures that all tasks are completed in a timely manner, leading to increased customer satisfaction. Including this skill in a resume objective demonstrates the ability to prioritize and manage workload effectively, which is highly valued by employers.

9. Interpersonal skills

Interpersonal skills are needed for a customer service resume objective because they demonstrate the ability to effectively communicate, collaborate, and build relationships with customers. These skills are crucial in resolving customer issues, understanding their needs and ensuring their satisfaction which is the core responsibility in a customer service role. A strong set of interpersonal skills can also indicate a candidate's capacity to work well within a team and contribute to a positive working environment.

10. LiveChat expertise

Having LiveChat expertise is crucial for a customer service role as it demonstrates the ability to efficiently handle customer inquiries in real time. This skill is essential in today's digital age where customers expect immediate responses. It also shows proficiency in using modern communication tools, multitasking and problem-solving abilities. Including this skill in a resume objective can make a candidate more appealing to employers looking for efficient and tech-savvy customer service representatives.

In conclusion, the objective section of your customer service resume is a crucial area where you can showcase your key skills and abilities. It's an opportunity to make a strong impression right at the beginning of your resume. By highlighting relevant skills, you demonstrate to potential employers that you are well-equipped for the role and can handle the responsibilities it entails. Remember, this section should be concise, compelling, and tailored specifically to the job you're applying for. The right blend of skills in your objective can significantly enhance your chances of landing a customer service position.

Related : Customer Service Administrator Skills: Definition and Examples

Common Mistakes When Writing a Customer Service Resume Objective

A customer service resume objective is an important part of a resume as it provides employers with a concise and clear summary of the qualifications and experiences that make you an excellent candidate for a customer service position. However, many job seekers make mistakes when crafting their objectives, which can lead to their resumes being overlooked by potential employers. In this essay, we will discuss some of the common mistakes made when writing a customer service resume objective so that you can avoid them in your own resume.

The first mistake many job seekers make when writing their customer service resume objective is using generic language. Generic phrases such as “seeking a challenging role” or “looking for an opportunity to grow professionally” are too broad and do not provide any insight into why you would be a good fit for the job. Instead, focus on specific skills or experiences that make you qualified for the position, such as your experience working with customers in challenging situations or your ability to resolve conflicts quickly and efficiently. This will help employers understand why they should consider you as a candidate.

Another common mistake made when writing a customer service resume objective is failing to align it with the job description. Make sure that your objective reflects the type of role that you are applying for, including any specific skills or qualifications listed in the job description. For example, if the employer is looking for someone with strong communication skills, then include this in your resume objective so they know right away that you have what they need. Additionally, avoid mentioning irrelevant information such as hobbies or interests; instead focus on how your qualifications can benefit the company and ensure its success.

Finally, many job seekers mistakenly include too much information in their customer service resume objective statement. Keep it concise by focusing on only two to three key points about yourself that demonstrate why you are well suited for the position at hand. Anything longer than this may be difficult for employers to read through quickly and could result in them overlooking your application altogether.

By avoiding these common mistakes when writing a customer service resume objective statement, you can ensure that employers understand why you would be an excellent fit for their organization and increase your chances of getting hired!

Related : Customer Service Resume Examples

A right resume objective for a customer service position should focus on emphasizing the applicant's ability to provide excellent customer service, while a wrong resume objective should focus on what the applicant hopes to gain from the position.

Editorial staff

Brenna Goyette

Brenna is a certified professional resume writer, career expert, and the content manager of the ResumeCat team. She has a background in corporate recruiting and human resources and has been writing resumes for over 10 years. Brenna has experience in recruiting for tech, finance, and marketing roles and has a passion for helping people find their dream jobs. She creates expert resources to help job seekers write the best resumes and cover letters, land the job, and succeed in the workplace.

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20 Essential Skills to Put on Your Resume in 2024

Skills to put on a resume refer to the specific abilities and expertise that you highlight to potential employers. These skills are essential in demonstrating your qualifications for a position.

When you effectively present your skills on a resume, you not only catch the eye of hiring managers but also increase your chances of landing an interview. In this article, I will show you various resume skills that can enhance your application for your career success.

1. Communication Skills

Strong verbal and written communication skills allow you to clearly convey ideas, collaborate with colleagues, and build relationships with clients. To showcase your communication skills on your resume, provide specific examples of how you've used these skills to achieve positive outcomes. 

For instance, you could highlight your experience in delivering presentations, writing reports, or facilitating team discussions. Additionally, emphasize your active listening skills and ability to communicate complex information in a clear and concise manner.

2. Leadership Skills

These skills demonstrate your ability to guide teams, make decisions, and drive results. When highlighting your leadership skills on your resume, focus on key qualities such as decision-making, problem-solving, and the ability to motivate others . 

Provide concrete examples of your leadership experience, such as leading a project team, managing a department, or spearheading an initiative. Additionally, emphasize your management skills and ability to delegate tasks effectively.

3. Teamwork

Employers seek candidates who can work well with others, contribute to team goals, and build positive relationships. To showcase your soft skills on your resume, highlight your ability to collaborate, communicate effectively, and resolve conflicts. 

Provide specific examples of how you've contributed to successful team projects, such as working together to meet deadlines or brainstorming innovative solutions.

4. Problem-Solving Skills

Employers value candidates who can think critically, analyze information, and develop creative solutions. Provide examples of how you've identified and addressed challenges in your previous roles. 

Emphasize your ability to break down complex problems, gather relevant information, and implement effective solutions . Additionally, showcase your critical thinking skills and ability to make data-driven decisions.

5. Adaptability

Employers value candidates who can adjust to new situations, learn new skills, and thrive in dynamic environments. Highlight your ability to learn quickly, embrace change, and adapt to new challenges. 

Share examples of how you've successfully navigated transitions, such as learning new software, adapting to organizational changes, or taking on new responsibilities.  

6. Time Management

Companies seek candidates who can prioritize tasks, manage their workload, and work efficiently. Emphasize your ability to set goals, create action plans, and use tools and techniques to stay organized. 

7. Critical Thinking

To highlight your critical thinking skills on your resume, provide examples of how you've used these skills to solve problems, make decisions, and drive progress in your previous roles. 

Emphasize your ability to gather and analyze relevant information, consider multiple perspectives, and develop well-reasoned conclusions. Additionally, showcase your relevant skills and ability to apply your critical thinking abilities to specific tasks or projects.

8. Technical Skills

Organizations seek candidates who are proficient in relevant software, tools, and platforms. To highlight your technical skills on your resume, list specific software, programming languages, and tools you're proficient in.  

Provide examples of how you've used these hard skills to complete tasks, develop projects, or solve problems. Additionally, showcase your ability to learn new technologies quickly and adapt to changing technological environments.

9. Project Management

Employers value candidates who can manage timelines, allocate resources, and coordinate team efforts . To present your project management skills on your resume, provide examples of projects you've successfully managed, including the scope, timeline, and outcomes. 

Focus on your ability to set goals, create action plans, and communicate effectively with stakeholders. Additionally, showcase your management skills and ability to lead teams to achieve project objectives.

10. Data Analysis

As data becomes increasingly important in decision-making, data analysis skills are in high demand across various industries. Employers seek candidates who can gather, analyze, and interpret data to drive insights and inform decisions. 

Emphasize your proficiency in relevant specific skills such as statistical analysis, data visualization, and data mining. Also, showcase your ability to communicate complex data insights in a clear and concise manner.

11. Customer Service

Strong customer service skills are essential for building and maintaining positive relationships with clients and customers . To highlight your customer service skills on your resume, provide examples of how you've delivered exceptional service, handled customer inquiries, and resolved customer complaints. 

Emphasize your ability to communicate effectively, empathize with customers, and find creative solutions to meet their needs. Additionally, showcase your service skills and ability to contribute to a positive customer experience.

12. Creativity

Employers seek candidates who can think outside the box, generate innovative ideas, and contribute to the development of new products, services, or processes. To highlight your creativity on your resume, provide examples of how you've contributed to creative projects, developed innovative solutions, or generated new ideas. 

Focus on your ability to think critically, challenge assumptions, and explore alternative perspectives. In addition, showcase your soft skills and ability to collaborate with others to bring creative ideas to life.

13. Organization

To highlight your organization skills on your resume, provide examples of how you've used specific skills such as task prioritization, record-keeping, and project management to achieve successful outcomes. Emphasize your ability to maintain a clean and organized workspace, manage multiple tasks simultaneously, and ensure the accuracy and completeness of your work.

14. Research Skills

Employers seek candidates who can conduct thorough research, synthesize findings, and apply insights to drive progress . 

On you resume, emphasize your ability to use various research methods, such as literature reviews, interviews, and data analysis, to gather relevant information. Additionally, present your ability to communicate research findings effectively.

15. Attention to Detail

Paying attention to detail is crucial for ensuring accuracy, quality, and consistency in any work environment. To highlight your attention to detail on your resume, provide examples of how you've used this skill to catch errors, ensure the accuracy of your work, and contribute to the overall quality of projects. 

Showcase your ability to follow instructions precisely, double-check your work, and maintain a high level of accuracy even under pressure. 

16. Digital Literacy

Highlight your digital literacy on your resume, listing specific computer skills and technical skills you possess, such as proficiency in Microsoft Office, Google Suite, or project management software . 

Provide examples of how you've used these skills to complete tasks, communicate with colleagues, or contribute to digital projects. Additionally, showcase your ability to l earn new digital tools quickly and adapt to changing technological environments.

17. Presentation Skills

To highlight your presentation skills, provide examples of how you've used these communication skills to deliver presentations, facilitate discussions, or train colleagues. 

Focus on your ability to create visually appealing and informative presentation materials, speak clearly and confidently , and engage audiences effectively. Additionally, showcase your ability to adapt your presentation style to different audiences and contexts.

18. Interpersonal Skills

Show your interpersonal skills providing examples of how you've used these soft skills to collaborate with colleagues, resolve conflicts, or build positive relationships with clients or customers. 

Emphasize your ability to communicate clearly, listen actively, and empathize with others. Present your people skills and ability to contribute to a positive and productive work culture.

19. Initiative

Taking initiative is a valuable skill that demonstrates self-motivation, proactivity, and a willingness to go above and beyond. To highlight your initiative, provide examples of how you've provided examples of how you've taken on additional responsibilities, identified and solved problems, or contributed to the development of new projects or processes. 

20. Emotional Intelligence

Emotional intelligence is the ability to understand, manage, and express emotions effectively in the workplace. Employers value candidates who can empathize with others, manage stress, and contribute to a positive work culture. 

To highlight your emotional intelligence on your resume, provide examples of how you've used these soft skills to resolve conflicts, provide support to colleagues, or contribute to a positive work environment.

Soft Skills vs. Hard Skills

When it comes to resume skills , it's important to strike a balance between soft skills and hard skills. 

Soft skills refer to interpersonal abilities, such as communication, teamwork , and problem-solving , while hard skills are technical skills specific to a job or industry. Hard skills are often easier to quantify and demonstrate on a resume, as they are typically learned through education, training, or experience. 

For example, proficiency in a programming language or expertise in a particular software tool would be considered hard skills. However, soft skills are equally important, as they enable you to effectively apply your hard skills and collaborate with colleagues.

Skills Section on Your Resume

The skills section of your resume is a crucial component that allows you to highlight your most relevant and impressive abilities. When crafting an effective skills section, it's important to tailor it to the specific job you're applying for and ensure that it complements the other resume sections, such as your work experience and education.

To create a compelling skills section i recommend you to:

• Identify the most relevant skills for the role
• Draw from the list above and the job description
• Group similar skills together and arrange them in order of importance, with your strongest and most relevant skills at the top. 
• Use concise, action-oriented language to describe your proficiencies, and consider including a mix of soft skills and hard skills to create a well-rounded picture of your abilities.

When presenting your skills section, consider using bullet points or columns to make it easy for the reader to scan and absorb the information. Avoid lengthy descriptions and focus on highlighting your most impressive achievements and proficiencies. 

Remember, the skills section of your resume is not a one-size-fits-all proposition. Tailor it to each job description of the job you apply for, ensuring that you highlight the skills that are most relevant to the position and organization. 

Tailoring Your Skills to the Job

Analyzing the job description is the first step in identifying the most relevant skills for the role. Look for keywords and phrases that highlight the employer's needs and preferences, and use these as a guide for selecting the skills to feature on your resume.

As you review the job description, make a list of the skills that are most important for the position. These may include both soft skills and hard skills, such as proficiency in a particular software or experience leading teams. Once you've identified the key skills, match them to your own experiences and achievements , providing specific examples of how you've applied these skills in professional settings.

Hiring managers will appreciate your attention to detail and ability to align your qualifications with their specific needs, increasing your chances of moving forward in the application process.

Conclusion: Skills to put on a resume

In today's competitive job market, having the right skills on your resume is essential for standing out and securing your dream job. By highlighting a combination of soft skills and hard skills , you can create a well-rounded and compelling resume that showcases your unique qualifications and potential for success.

Remember, the skills you choose to feature on your resume should be tailored to the specific job you're applying for. Analyze the job description carefully, identify the most relevant skills, and provide concrete examples of how you've applied these skills in professional settings. 

As you continue your job search, it's important to continually develop and update your skills. Stay informed about industry trends, seek out opportunities for professional development, and be proactive in acquiring new knowledge and abilities. Good luck on your job search experience!

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Top Personal Skills for CV Success (with Examples)

Personal skills are growing in importance across the job market. More than ever, employers are seeking candidates with excellent personal skills, rather than focusing on technical skills and previous experience. If you want to achieve success with your job applications, it’s a good idea to learn the top personal skills for CVs. In this article, we discuss what are the most effective personal skills for your resume, with examples on how to showcase them.

Understanding Personal Skills

Personal skills are soft skills that show how well you work with other people, and how likely you are to fit into a company’s workplace culture. They showcase aspects of your character and personality that you can put to use in almost any work environment. These skills can affect how you build relationships, how you interact with clients, how you respond to conflict or adversity, and how well you fit into a team. Well-developed personal skills can help you achieve success in your career through fostering positive work relationships and contributing to collective objectives.

Studies suggest personal skills are becoming more crucial than ever in the modern world of work. Forbes has reported that 78% of job postings globally mention foundational soft skills such as interpersonal skills (1) . According to a study by McKinsey, companies are increasingly focused on skill-building among employees, with soft, transferable skills being a key part of efforts to equip the workforce for new challenges (2).

Expert tip:

Use the job description to understand the key personal skills the employer is looking for, but remember to include a few unique personal skills in your CV. Think about the qualities only you can bring to the role, and add personal skills that reflect your personality and working style. This can help you stand out in a crowded field of applicants.

Highlighting Communication Skills on Your CV

Communication skills are one of the top personal skills to add to your CV . Almost every role requires communication skills, and your ability to show these on your CV is likely to be valued by employers. If you want to showcase your communication skills, use keywords like ‘communicate’, ‘present’, ‘liaise’, ‘collaborate’, ‘convey’, ‘network’ and ‘converse’ throughout your CV.

Communication skills can be written or verbal, and also include listening skills. Your CV itself is one of the best places to showcase your written communication skills. You can demonstrate verbal communication skills and networking skills on your resume by mentioning presentations, meetings you’ve chaired or networking conferences you’ve attended. Here are some resume examples of how to show verbal communication skills in your work experience section:

• ‘Presented to a group of 100 executives at a national sales networking conference.’
• ‘Liaised with account management team to ensure smooth customer relations with key clients.’

Showcasing Problem-Solving Abilities

The ability to think on your feet and address challenges head-on is always valuable. Showing employers that you have this skill will reassure them that you can take the ups and downs of work life in your stride. Think about how you’ve overcome challenges in your career to date, and particularly situations where you have figures and evidence to back up the impact you made. This could be recovering falling sales figures, increasing efficiencies or resolving customer complaints. Take a look at these examples of problem-solving abilities:

• ‘Responded to customer complaints in a polite and efficient manner, resulting in a 12% increase in customer satisfaction.’
• ‘Developed a new invoicing system to overcome issues with late payment, improving cash flow while maintaining customer relations.’
• ‘Responded to new environmental regulations by redesigning quality control systems, leading to a 26% reduction in waste.’

Demonstrating Teamwork and Collaboration

It’s rare to work completely on your own in any role, so teamwork is a key skill that most employers expect candidates to possess. Collaboration skills show that you can work in groups towards a common goal, whether internally or with external partners and clients. Teamwork skills incorporate communication, and the ability to deliver in a timely and efficient manner, understanding your role in the wider team.

Most resume formats provide plenty of opportunities for showcasing teamwork and collaboration. Your work experience section is the most obvious section to mention teamwork on CV templates , but you could also show it through hobbies or volunteer roles. Here are some sections from CV examples demonstrating teamwork and collaboration:

• ‘Collaborated with designers, web developers, research and marketing teams to deliver a new company website, increasing traffic by 56%.’
• ‘Volunteered at a food bank, working with 12 other volunteers to deliver 260 food packages per week to local families.’ 

Emphasising Adaptability and Flexibility

Nothing stands still for long in the world of work, so it’s crucial to show you’re adaptable and flexible to changing circumstances. Being adaptable means being open to new ideas and new ways of working, or adjusting to last-minute changes, expectations or demands.

Demonstrating adaptability and flexibility could include any examples where you’ve thrived despite being placed in challenging circumstances. Think of times when expectations have changed, such as shorter deadlines, increased pressure from management or unforeseen difficulties leading to changes in working patterns. Here are some examples that could feature in a resume or cover letter:

• ‘Adapted to rising interest rates by approaching top 10 lenders to offer bespoke mortgage solutions for high-net-worth clients.’
• ‘Adjusted key project deliverables in response to changing social media algorithms, delivering 22% higher engagement.’

Illustrating Leadership and Management Skills

The ability to demonstrate leadership skills for your CV can help your chances of success, even if you’re not applying for a management role. Leadership skills involve guiding a team towards specific goals and objectives, and empowering colleagues to achieve success. Management skills are slightly different from leadership, and reflect the specific ability to manage colleagues, dealing with the challenges that can occur in the workplace and fostering a positive team environment.

Here are some examples of leadership skills you could use for your resume:

• ‘Managed a team of six business development colleagues to exceed sales targets by £950,000, creating a sense of healthy competition while working towards collective goals.’
• ‘Supervised the transition of a team of 30 employees to a remote-first working environment, maintaining high staff retention rates and experiencing an increase in staff satisfaction (from 3.9 to 4.2 out of 5).’

Featuring Time Management and Organisational Skills

In the stressful and busy world of work, time management and organisation are essential skills to help you get through the workday. They not only ensure you can deliver your work on time and on budget, but they also mean you can be a more effective colleague and reduce your stress levels. Effective time managers track their tasks efficiently, organise their workload and understand how they contribute to wider team efficiency.

You can demonstrate your time management and organisational skills on your CV by drawing on these examples:

• ‘Produced project plans for complex, multi-million pound construction developments, detailing deadlines, budgets and key responsibilities for a team of 50 construction employees.’
• ‘Delivered film and multimedia projects to tight deadlines, providing flexibility to client needs and prioritising my workload to ensure high levels of customer satisfaction.’

Showcasing Emotional Intelligence

Emotional intelligence is a valuable workplace trait, as it involves the ability to understand and manage your emotions, as well as those of others. Using your emotional intelligence at work means remaining rational, self-aware, even-keeled and in-control at all times. It also means understanding other people’s emotions, showing empathy and compassion and adjusting where necessary to ensure continued team harmony.

These examples can help you show emotional intelligence in your own CV:

• ‘Line-managed a team of three junior employees, creating an open and supportive work environment for them to raise concerns and working together to solve problems.’
• ‘Provided bespoke training and career development to graduate jobseekers, understanding their unique circumstances and suggesting solutions to increase their employability.’

Highlighting Critical Thinking and Analytical Skills

Critical thinking is linked to problem-solving, and involves the ability to come up with new ways of thinking and solutions to everyday workplace challenges. Being a critical thinker means understanding and identifying that there might be better ways of doing something than the established norm. Analytical skills are also highly desirable, and showcase the ability to understand a problem from all sides, unpack data and explain complex concepts and ideas.

If you’re hoping to demonstrate your analytical and critical thinking skills on your resume, take a look at these examples:

• ‘Evaluated company CRM system and developed a new suite of customer management applications to respond to the specific needs of the business.’
• ‘Analysed complex statistical datasets and developed compelling narratives to inform key policy decisions for major clients in local and national government.’

"Well-developed personal skills can help you achieve success in your career through fostering positive work relationships and contributing to collective objectives."

How to Incorporate Personal Skills in a Cover Letter

Your cover letter is the ideal place to emphasise your personal skills, adding to the interpersonal skills on your CV, elaborating and offering further examples for greater impact. While it’s important to keep your cover letter brief and to-the-point, there are opportunities to highlight several key skills and experiences that can help you stand out from other applicants.

Use keywords from the job description to show the employer you have the skills they’re looking for, and tailor your skills to the unique requirements of every role. Pick out a couple of key interpersonal skills that are particularly relevant to the job. Where possible, support your credentials by including feedback from managers or clients, the outcomes of appraisals and any facts or figures that help to prove your skills. These could be sales figures, key performance indicators or even staff and customer satisfaction scores.

Just remember to be concise and clearly explain how your personal skills make you the ideal candidate for the role. Cover letter templates can help you to write an effective cover letter to support your applications, while sticking to an established structure to ensure your letter remains as brief and relevant as possible.

Key Takeaways for Personal Skills on a CV

Almost any job you apply for will require a certain degree of personal skills. Pay attention to the job description and add any of your personal skills that match those listed, offering evidence that shows the impact they’ve had on your career.

Jobseeker’s CV tools and resources can help you showcase your personal skills on your CV. Sign up today and follow the easy steps to create a CV that complements your personal and professional skills. You can also find CV articles with various tips on how to create a winning CV. In addition, our cover letter articles can help you draft a cover letter that really makes an impact with employers.

(1) Forbes: Why Soft Skills Are More In Demand Than Ever

(2) McKinsey: Building workforce skills at scale to thrive during—and after—the COVID-19 crisis

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• Accenture Hiring For Customer Service 2024 | Apply Now!

Posted by work4freshers | Aug 8, 2024 | 0

Accenture Off Campus 2024: Accenture Off Campus Drive 2024 for the Customer Service Representative . Students from various disciplines can apply for Accenture  Recruitment 2024 . The detailed eligibility, Requirements, Salary, and application process are given below.

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About Company:

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.

Accenture Off Campus Drive 2024:

Apply for Accenture   click here

Accenture Off Campus Job Description:

In this role you are required to solve routine problems, largely through precedent and referral to general guidelines

Your primary interaction is within your own team and your direct supervisor

In this role you will be given detailed instructions on all tasks

The decisions that you make impact your own work and are closely supervised

You will be an individual contributor as a part of a team with a predetermined, narrow scope of work

Please note that this role may require you to work in rotational shifts

• Adaptable and flexible
• Ability to perform under pressure
• Written and verbal communication
• Ability to work well in a team
• Agility for quick learning

Accenture Off Campus Qualification: 

Accenture selection process:.

• Resume Screening
• Initial Interview
• Technical Assessment
• Panel Interview
• Behavioural Interview
• Final Interview
• Reference Check

How to Apply for Accenture  Off Campus Drive 2024?

• First, read through all of the job details on this page carefully.
• Scroll down and press the  Click Here  button.
• You will be redirected to the official website, click on the apply link.
• Fill in the details with the information provided.

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At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

About Duke Health's Patient Revenue Management Organization

Pursue your passion for caring with the Patient Revenue Management Organization, which is Duke Health's fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions.

Occ Summary

Answer and respond to all PRMO-related customer i >ssues that are receivedby way of telephone, in person and/or writing, m eeting customer anddepartmental goals and objectives.

Work P erformed

Answer and resolveall inbound inquiries and issues rega rding patientaccount statements, bad debt write off's, explanation of be nefits,balance due, and other patient and insurance billing related scen arios.Analyze the patient's problem or issue that is presented by collec tinginformation and data and conducting thorough research of the IDX pat ientaccounting systems, Hyland Onbase for documents that may have beenim aged (EOBs, statements, admitting documentation, patientcorrespondence, etc.), Passport or BlueE for eligibility, researchingpayor websites and/ or contacting the payor is needed. Analyzeinformation for an appropriate solution and take the necessary actionneeded to resolve the issue.Follow through on all customer issues promptly and accurately untilcompletion.O pen work items include issues that are tracked via PCSworkfiles, the cus tomerservice follow up database and paper workfiles.Thoroughly updatean d document PCS notes or system comment fields withall information pertai ning to an inquiry (i.e. questions, answers,actions, follow up itemsrequ ired).Communicate with the patient, physicians, collection agency, inter naldepartments and all other internal and external customers in aprofess ional, courteous, and respectful manner.Post customer service adjustment s when supported by policy, contractualadjustments and other adjustments as deemed necessary followingappropriate write off guidelines.Update in surance information and file and/or appeal claims withinsurance companie s according to department guidelines. Take appropriateactions to bill in surance companies or patients with correctedinformation including accept ing and inputting secondary insuranceinformation into the system andfili ng claims.Coordinate patient refund requests with the credit balancedepa rtment.Research EOB?s and payment detail to determine if a patiente fina ncial counseling to patients, guarantors, and attorneysregarding crefund isnecessary or determine the nature of the credit balance.Providharges for health care services. Validate that charges arecorrect and request m edical review and audit when necessary.Discuss and establish payment pla ns for patients that require extendedterms to pay off a balance.Produce itemized statements. Mail and provide itemized statements topatients when requested.Assist patients that are requesting charity care by conducti ng aninitial screening and sending or providing that patient a copy of t hecharity care application when requested. Provide feedback regardingsta tus of the application when requested from a patient.Obtain and post cre dit card payments for accounts including authorizedsettlements within de partmental guidelines. Follow department policynecessary for charge corr ections, transferring credits, coding changes,service and chargedisputes , and locate payments.Following appropriate policy, update all system in formation toaccessible fields to include correct registration informatio n, address,telephone numbers, guarantor information, employer informatio n,insurance information, etc.Identify trends in system problems,training or procedural concerns.Make recommendations and provide feedback regard ing corrective andpreventive action to the supervisor or manager. Track the problem toensure the inquiry is completed through PSC workfiles or the follow updatabase.Adhere to all HIPAA and confidentiality guidelines. Work with a diverse group of internal and external customers (i.e.attorn eys, insurance companies, state agencies, physician offices,collection a gencies, etc).Work as a team membertowards common goals.Prepare and /or assist with special reports as requested by management.Adhereto a sched ule to ensure customer availability and demonstrateflexibility to schedu les according to patient or call volume or staffingneeds.Perform other related duties incidental to the work described herein.

Knowl edge, Skills and Abilities

Minimum qualifications.

Work requires knowledge of basic grammar and mathematical principles normally required through a high school education. Two-year college degree preferred.

A minimum of three years direct customer service or call center preferred. operations experience is required. A healthcare background working in medical billing, collections, insurance claims processing, coding, registration,working in a medical organization, or like experience in the fields of education, training, training development, is highly Inbound to outbound call center experience preferred. Working knowledge of Maestro Care system preferred.

Degrees,Licensures, Certifications

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Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Nearest Major Market: Durham Nearest Secondary Market: Raleigh

Duke is an Affirmative Action / Equal Opportunity Employer committed to providing employment opportunity without regard to an individual’s age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status. Read more about Duke’s commitment to affirmative action and nondiscrimination at hr.duke.edu/eeo.