One of the great things about a position in customer service is that a lot of different skills can be applicable to jobs you're applying for. Your resume is going to be a place where you really showcase your personality and your diverse experiences.
No matter what your experience level, being personable, motivated, and friendly are critical traits in a position like this. You're going to be talking to customers all day, after all.
That being said, successfully marrying job readiness, skill, and personality into a one-page resume can be a daunting task to start from the ground up. But fear not -- there are steps you can take to ensure that your resume is as strong as possible without causing you a ton of stress. In this post, we'll walk you through the sections you need to include in a successful customer service resume, as well as example resumes we like and templates you can customize for your next job application.
Customer Service Resume Objective/Summary
With that in mind, let's dive into your goals for the position. Feel free to include your genuine interests here, but make sure to keep things relevant, and most importantly, realistic. Your goals should logically follow what's attainable in the position so your employer knows you actually understand what the job entails. You can put this in paragraph or bulleted form at the beginning or end of your resume to make it clear to whoever is reading it.
To put the customer first
Show them that you understand that the customer comes first. Companies know that the customer and how they interact with the product are hugely important, and since you're at the front lines, you'll be the face of the company for a lot of different people. Making this stance clear in your resume will show the hiring managers that your priorities are in order and your head is in the right place to get started.
To teach, rather than just explain
Contrary to assumption, going into a customer service position with customer autonomy as a goal is a huge bonus for a hiring manager. Let them know that you want to be so good at what you do that the customer's understanding of the product might reach a level where they no longer reach out to your team as often. This shows that you value every case you take, as well as your customers' businesses as a whole. Customers with that level of success will evangelize your product, bringing in new customers on their own.
To be challenged by an unpredictable environment
A day in the life of a customer service representative can be extremely unpredictable, with new challenges every day (and every case, some days). Adding this as an objective will make it clear that you're ready to hit the ground running, and will reassure the hiring managers that you know what you're applying for. If you have experience in an environment like this, let them know that you're looking to further this experience, or that you thrive in this type of environment. Even if you've never worked in customer service before, mentioning any experience of thinking on your feet will help show you're ready to be successful.
To grow immensely in technical and product knowledge
Learning is a huge part of a position like this, so showing eagerness to grow in technical and product knowledge is going to be vital. On top of that, you're going to be doing a lot of things that seem daunting at first, but after some practice, come easily. Trust us -- after a few months, you'll be a whiz at programs and procedures you never knew existed before starting the job. Being willing to say yes to learning a brand new skill shows your potential as an employee in the immediate role, and beyond it.
To understand how people and a product interact in the real world
It's easy to get caught up in technical knowledge in this position, but being able to conceptualize how the product you work in every day exists in the outside world is really going to push you over the top. Do your research on who uses the product, and how, so you can show your potential employer why it makes a difference in their industry. If you know how the product functions objectively, it'll be much easier to explain its value to customers, and potential customers alike, so you can sell the product while you teach someone how to use it.
Customer Service Resume Skills
After making sure your intentions and readiness for the position are clear, you can take time to add in the skills and knowledge you have that will really wow the hiring team. We've included some of the major skill points that a standout customer service resume should hit. These skills can come from anywhere and are critical to success, so every resume should include them.
This is the big one. Despite any prior knowledge you have about the product, you're going to be trained and coached no matter what. Companies hire because they see you're able to and willing to learn, in a classroom or on a call with a customer. Additionally, the product is bound to change and grow while you work at the company. Being able to learn these updates quickly is going to make a huge difference in your effectiveness a representative.
Written and spoken communication skills
Though somewhat self-explanatory, these skills become more nuanced when you think about all the different types of customers your company has. Can you take a technical concept and explain it to people of all backgrounds and skill levels, and come away with them truly understanding the what, the why, and the how? A lot of the times, soft skills like these are the make or break for true customer delight because it helps you level with your customers. This helps immensely in internal relations, too. You're going to need to communicate with your team, take notes, and write internal emails all the time, and you need to be able to avoid misunderstanding.
This can range from scheduling adaptability to troubleshooting on the fly. Can you re-organize your day to accommodate meetings? What do you do when your "surefire" troubleshooting step doesn't work? Are you cool under the pressure of the follow-up question? No matter what your level of product knowledge is, having adaptability and flexibility at work is going to help you keep your stress level locked down.
Even though many companies block times for their reps to be on the phone, it's likely that no one will tell you what to do with your day as a whole. Are you willing to put the extra work that a particularly complex case may need? If you call in for backup from higher up the ladder, have you done your due diligence to try to solve in all the ways you know how? This is a huge personality trait in this position, because it's one that no training team or manager can teach. At the end of the day, you have to want to be there and help solve for your customers.
Customer Service Resume Experience & Accomplishments
Next, you'll want to cover your recent professional experience in depth, especially with regard to your career progression or advancement in your role, projects completed, goals surpassed, or other milestones reached.
Customer service experience (or relevant experience in other industries)
If you're applying for a position in customer service and you've already worked in a customer-facing role, make sure your resume highlights your industry experience -- what industry your company was a part of, what metrics you used to measure success, what goals you achieved, and the impact you've had on the company.
If you're applying for a customer service role and you don't have specific experience in the industry, do some brainstorming before sitting down to work on your resume about the transferable skills and experiences that would serve you in the customer-facing role. For example, if your previous experience is in marketing, you've probably developed effective communication skills. If you worked on a side project collaborating with your peers in customer service, detail that experience to show you've taken initiative to move into a new business function. And most importantly, think about why you want to move into customer service in particular so your resume effectively communicates that.
No matter what your professional background, build your resume with a busy recruiter or hiring manager in mind. Format details about each position using bullet points, share numbers and percentages when possible (e.g., "I maintained between 102-108% attainment of my retention goal during my year in the position), and make sure details for each job includes a one-liner about what you did, why you did it, and how you did it (e.g., "I worked in front-line customer support, assisting customers via phone, email, and live chat with technical issues they encountered using Biglytics email software.")
Career progression and advancement details
Were you promoted in your last role? Did you ever manage a team? Did you collaborate with other colleagues on side projects, experiments, or campaigns? Were you tapped to lead an experiment or test case? Make sure the experience section of your resume details examples of you being recognized or rewarded for going above and beyond. Hiring managers want to hire the best of the best, so make sure you highlight examples of this.
Volunteer or community involvement
If you're involved in your community -- through workplace events or organizations, or on your own -- feel free to include that on your resume. Not only will experiences like volunteering at an animal shelter or mentoring high school students make your resume stand out and be more memorable, the causes you choose to get involved in communicate your values and personal priorities outside of work as well. Hiring managers want to hire diverse and inclusive teams filled with effective workers who are also kind people, so if you have relevant and current volunteering experience, make sure to include it in a final section on your resume somewhere.
Customer Service Resume Education
Finally, you'll want to make sure you showcase your educational background -- especially any classes, research, projects, or accolades that speak to your ability to excel, your commitment and grit, and your industry expertise.
Higher education background and achievements
Make sure your resume details your highest levels of educational attainment. Note where you studied, what you studied, your GPA, and any particularly relevant projects or research you worked on. It's okay if you didn't major in the industry you're applying to -- few of us have. But education helps round out our workplace knowledge and experience, so showcasing ways you worked independently and achieved results as a student will speak to your diligence and capability as a worker, too.
Additional professional or educational training
If you've taken training courses, certificate programs, or attended classes as part of your on-the-job training, include those diplomas in your resume as well -- especially if they might be part of the tech stack the team you're applying to uses.
Customer Service Resume Examples
1. Entry Level Customer Service Representative
This resume is a great example of someone who has no direct customer service experience, but does have experience interacting with customers of different backgrounds. The fictitious Justin has made a clean-looking resume that clearly states the experience he has had working with customers, and shows familiarity with hitting a metric of some kind in his sales position. He also uses his Summary portion to highlight his unique skills.
That being said, since he has no direct customer service experience, some elaboration on some particularly relevant skills, like working with an internal ticketing system or building relationships with customers would have been a nice touch. Hiring managers are looking for reasons why you're beginning a career in this industry, so make sure a passion for the work is clear in the resume so you have a chance to wow them in an interview.
2. Mid-Level Customer Service Representative
"Lily's" resume here is a great example of someone who has a mixed background with both directly and tangentially-relevant experience. She was a bank teller before she broke into the customer service industry, and putting it on her resume allows room to show diversity and open a conversation on why she began a career in customer service.
Additionally, she's listed a good number of applicable skills at the top, which functions both to show her personality and highlight what she thinks she does well. Being self-aware of strengths and weaknesses within the field you're applying to show comfort and confidence, and it will be something your potential employer will look for -- maybe even ask you about directly.
3. Experienced Customer Service Representative
It's easy to tell right away that "Marie Clark" has been killing it in the customer service industry for some time now. She takes some space at the top to highlight what sets her over the edge as an applicant, making it clear she loves what she does and wants to make a career out it.
By looking more closely, we can see that she has a deep understanding of how the industry functions at its core, and has excelled in her core role to the point of taking on personal side projects where she saw a need, like co-developing a training program. Potential employers eat this up, because it proves that you can help their service organization flourish by putting back in what you get out.
Customer Service Resume Templates
We've talked a lot about how it's important to let your personality shine through in the customer service interview process, so why not show yourself before you even speak with a potential employer? Below are some resume examples that we think will help you shine as an individual while still allowing your experience to take the forefront.
1. Personalized Customer Service Resume
This clean and creative resume will help you stand out right off the bat while still allowing room to fit all of your awesome experience. The addition of a photo adds a face to your qualifications, and in a career where you might communicate with customers solely over email or phone, it's important to show that you're more than just a faceless resource.
2. Classic Customer Service Resume
This is a prime example of a no-nonsense resume that still looks great. It's classic, clean, and clear, which can be a relief to recruiters and hiring managers who may look at large numbers of resumes a day. This formatting allows your experience to speak for itself, and would be a great option for a candidate who has a lot of prior experience.
3. Formal Customer Service Resume
This resume is an effective mix of the first two we've shown in this article. The pops of color and headshot show uniqueness while the formatting leaves a lot of space for what you want to include. It's muted and easy to read, so no one element is overwhelming to the point of throwing it off balance. If the company you're applying to has a formal work environment, this would be an awesome way to stay classy, and show your identity.
4. Whitespace Customer Service Resume
This resume stands out because it's the first one we've seen in the article that utilizes the full width of the page. If you really need the extra space, this single-column format allows those extra inches on the side so your qualifications take up less vertical space. This can help your resume look less bunchy, and is extremely easy for your potential employers to follow.
4. Customer Support Engineer Resume
This customer support engineer resume lets the skills and experience speak for themselves. Its simple, straightforward formatting might not be advisable for a creative role, but for a technologist, it's not as mission-critical to standing out and impressing a hiring manager. That said, there's nothing wrong with designing a more creative resume if you want to communicate your personal brand along with your experience and skills.
5. Customer Service Manager Resume
This customer service manager resume highlights this candidate's experience and impact -- which is critical when applying for a leadership role. Using color, a modern font, and bullet formatting, this resume effectively divides the different sections while highlighting the most important aspects of this candidate's background.
Before you get started on the application, though, take a look at our picks for the top customer service jobs.
Originally published Dec 3, 2018 7:08:00 PM, updated December 10 2018