The work of a customer service executive is significant for any customer-centric business. It is because the customer service representative is responsible for handling any complaints and/or process orders. In addition, it is the onus of the executive to provide any information that a new or an existing customer may need about any product or offering. Another key responsibility of a customer service representative involves reviewing customer accounts.
What makes the job of a customer service executive different from others is the fact that it requires a willingness to work at odd hours since most call-centres boast of round-the-clock operations. In addition, the position for this job is available for both full-time as well as part-time, where the latter is more easily available.
As per the Bureau of Labor Statistics, there are over 136,000 new customer service representative jobs that will open up by 2024. The overall growth of the profession is also expected to be as high as 5 percent!
|Quick Facts: Customer Service Representatives
|2016 Median Pay
||$32,300 per year $15.53 per hour
|Typical Entry-Level Education
||High school diploma or equivalent
|Work Experience in a Related Occupation
||Short-term on-the-job training
|Number of Jobs, 2016
|Job Outlook, 2016-26
||5% (As fast as average)
|Employment Change, 2016-26
Source – https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm
Download Sample Resume: Download Customer Service Resume_Sample
Contact Details :
Under this section, it is advisable that you pen down all the details that the employer may need to get in touch with you, This section should include your –
- Contact Address (Temporary and Permanent, both)
- Telephone/Cell Phone Number
- Email Id
You can find these in resume sample of customer service representative sample attached in the next section.
This will ideally be a precise introduction that will help you communicate your experience as well as your capabilities to a prospective employer. In this section you should mention your career objective so that the recruiter can get a clear picture of how committed you are.
While most people prefer to write this section in the form of a short paragraph comprising of two to three sentences, if need be, you can also compose it in a bulleted form, as shown in the customer service resume sample below.
Key Skills :
When it comes to the skills required for the job of a customer service representative, the list is quite comprehensive. If you’re willing to land a promising job, you ought to ensure that you have most of the below-mentioned skills.
- Good Communication Skills
The first and foremost thing that you need is command over one, preferably two common languages. It will prove to be of great benefit to you if your communication skills are not limited to verbal but also extend to written communication. This will help ensure your recruiter that you’ll be able to handle text-based communication such as emails and messages equally well.
In the present day era of technology, most customer service centers rely on Customer Relationship Management Software, chat-based service platforms or routed phone calls. Hence, it is recommended that you’re tech-savvy and can handle a few or more of the below-mentioned aspects that are integral to most customer service platforms –
- Customer Support Hardware
- Customer Support Software
- Microsoft Office Suite (Data Entry)
In order to actually interact with a customer face-to-face or on a call, in a manner that would make him/her feel relieved after the conversation, you need to have good interpersonal skills. You should be able to speak such that you’re clear, concise, calm and persuasive – all at the same time. In addition, you should be able to handle an angry customer or a one who is bent on instigating a conflict. This is one of the most imperative skills for a customer service representative, and you must mention it in your resume.
No matter what the job title, you always get brownie points if you exhibit good managerial skills. Right from offering training to new employees to managing the ROTA for various employees of the organization. If there is anything that you can manage, you must put it across on your resume. If possible, you should also convey your willingness to take up new responsibilities. This will help your profile stand out in a compelling manner. Have a look at the customer service resume sample, to ensure how you should mention these skills without cluttering your resume.
Work Experience :
List down your work experience in reverse chronological order. Under this section you should enlist your experience while working for every organization that you have served. In addition, try and quantifying your achievements such as –
Contributed to an increase in sales amounting to 12% by offering detailed information about the products as well as recommending new products to various customers
You can also do so in other respects also such as –
- Number of calls handled in a day
- Percentage of positive reviews
- Value addition to the organization in any form
Given that most companies offer on-the-job training to new employees, you can almost always apply as a fresher, without any significant job experience. The training will help you get a hang of some of the most reliable customer service techniques while giving you an opportunity to learn more about the company you’re working for.