After you are done including the basic information in your customer service representative resume, make sure to add the low-key personality skills. These are the hidden gems which will take your impression further and keep your potential employers interested.
Here you need to highlight your capabilities and experiences in brief so that the recruiters can see in a glance what they are getting from you. A customer service representative is expected to be willing to work for long flexible hours and be persistent in their efforts. So, apart from letting them know about your technical expertise, mention the strengths of your soft skills in this field too.
For a customer service representative candidate, recruiters will look for at least a high school diploma or equivalent degree. A bachelor’s degree or higher is considered extra qualification for such job posts.
If you have some professional experience in this field, you might add names of some mentionable training sessions you had been a part of. This can also include the training workshops you attended as a student. Through these mentions, the recruiters will get an idea about how much equipped you are to handle customers.
The must-have skills
Since a customer service representative needs to communicate with customers extensively on a daily basis, they obviously need to have grade-A communication skills. They need to understand the demands or problems of customers right away from whatever information that customer can deliver. Speaking clearly to them with loud but not arrogant volume is also very important.
If you want to provide the customer some service, you evidently need to first listen well to their difficulties. Let them know how attentive you are to every word they utter through your body language and non-verbal responses like nodding. Maintain eye contact accordingly to reassure them of your dedication.
- Time Management
This needs to be listed among the topmost skills in your resume since you will need to handle a lot of customers and take actions to solve their problems within a short period of time. If there has been an issue raised by a customer you don’t know the solution to, just hand it over to someone else. You always need to acknowledge their urgency and take fast steps.
- Product Awareness
A customer service employee needs to be completely aware of all aspects of the products they are selling or promoting. If you don’t have enough knowledge on your own product, how will you help the customers work with them? Even if you don’t know how it has been developed, you do need to know everything about its working procedure.
It is very important for anyone working in this field to pick up the tone of the customers. You need to understand what emotional state the person is in from the way they speak or the body language they use. Then based on that knowledge, you need to convey empathy by putting yourself in his/her position and realizing which words can soothe them the most.
Many times a dissatisfied customer will let you know how angry they are about your product through the call or meeting. You need to restrain yourself from giving in to the emotion and say anything offensive as a reflex. Remember that they are angry with the product and not YOU. So handle it in a mature way by keeping your tone normal and understand his/her points of anger.
Often you will find people knocking you out of sheer curiosity. They might have seen the product’s advertisement and want to know more. It will be your job to persuade them that this product is worth spending their time and money on. Having this persuasion power to convert a curious stranger into a potential customer is also an important requirement for a customer service representative.
A Full Customer Service Representative Resume Sample
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Focused, dedicated and experienced customer service representative with friendly personality. Capable of turning potential consumers into loyal customers with effective communication and listening skills. Collaborative team player determined to bring more success for the company.
KING BANKING SOLUTIONS
Customer Service Representative
• Promote bank services and products
• Handling new customer accounts
• Research and resolve customer issues
• Maintain confidential bank records and information
FLORIDA GROUP OF MARKET STRATEGIES
• Organize management of hiring, training and developing employees
• Train new recruits to handle customers warmly and efficiently
• Manage daily operations and maintain friendly yet formal atmosphere in office
• Clear communication
• Excellent listener
• Time management
• Sales expertise
• Team player
• Fluent in Spanish
• Dean’s List
• Award for Academic Excellence 2010, 2011
• Top Performer Award 3 times
• Increased sales by 5-15% per month
Bachelor of Arts in Business
University of California
San Francisco, USA