resume for customer service leader

7 Customer Service Lead Resume Examples for 2024

When crafting resumes for lead roles in customer service, precision and focus are key. This article provides strong examples and advice on structuring your resume. Learn to highlight your skills, leadership experience, and accomplishments. Understand what hiring managers look for and how to make your resume stand out in the field.

• 27 Aug 2024 - 5 new sections, including 'Where to place education', added
• 27 Aug 2024 - 5 new resume templates, including Aspiring Customer Service Lead, added
• 25 Aug 2024 - Article published

  Next update scheduled for 04 Sep 2024

Here's what we see in the best customer service lead resumes.

Show Impact With Numbers : Use metrics to show your impact. Common ones are: customer satisfaction score (CSAT) , average handle time (AHT) , first call resolution (FCR) , and monthly support tickets reduced .

List Relevant Skills : Include skills on your resume that you have and are in the job description. Some popular ones are CRM tools , data analysis , conflict resolution techniques , team management software , and customer feedback systems . Choose the ones you have and are in the JD.

Highlight Industry Compliance Experience : Many resumes show experience with compliance standards and industry regulations . This is important for customer service leads, especially in highly regulated industries.

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Customer Service Lead Resume Sample

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Want to know if your resume stands out for customer service lead roles? Our resume scoring tool gives you a clear picture of where you shine and where you can improve. It evaluates your resume based on what hiring managers in the customer service industry look for.

Upload your resume now for an unbiased assessment. You'll get a score and specific tips to make your application stronger. This feedback can help you land more interviews and move forward in your customer service career.

Where to place education

If you have recently completed any significant continuing education, such as a master's degree or an MBA, you should place your education section first on your resume. This will help explain any gaps in your employment history to potential employers.

If you are an entry-level candidate who has just graduated or is still studying, also list your education first. For candidates with more experience in the field, place your education section after your work experience.

Highlight leadership skills

To stand out as a customer service lead, showcase your leadership abilities and experience managing teams. Include specific examples of how you have improved team performance or customer satisfaction ratings.

Also, highlight any experience you have with training or onboarding new staff. This shows your capability in guiding new hires, which is crucial for a leadership role in customer service.

Customer Success Lead Resume Sample

Ideal resume length.

As a hiring manager, you should know a resume for a customer service lead should be concise yet informative. If you have less than 10 years of customer service or leadership experience, aim for one page. This will require you to include only the vital information, such as recent roles where you managed teams and provided excellent service. Highlight skills and experiences directly related to leading a customer service team, such as conflict resolution and staff training.

For those with more significant experience, a two-page resume is allowed. Use the extra space to elaborate on your leadership roles, complex customer service scenarios you've handled, and improvements or changes implemented that positively impacted customer satisfaction. Remember, readability is crucial, so ensure the font size and margins allow for easy scanning. Trust in the strength of well-selected, relevant information over quantity to display your qualifications.

Senior Customer Service Lead Resume Sample

Showcase conflict resolution.

In customer service, your ability to resolve conflicts effectively is key. Include specific instances where you have successfully handled difficult customer situations and the positive outcomes that followed.

If you have implemented any systems or processes that have improved customer complaint resolution times, be sure to mention these achievements. This will demonstrate your capacity to contribute to operational improvements.

Customer Service Lead specializing in Technical Support Resume Sample

Aspiring customer service lead resume sample.

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Customer Service Team Leader Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the customer service team leader job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Provide training and development of direct reporting staff with coaching to improve performance and to assist in their own development
• Assist management with career development activities for team members including performance management, informal feedback, training, and resourcing
• Work with quality management team to drive continuous improvement in the network billing process
• Provide clear leadership and direction for individuals and team. Autonomously make decisions and drive an effective performance management culture
• Drive continuous improvement of the process performance and team efficiency by use of visual management systems (within the framework set by CENCS)
• Ensure order entry compliance - implement project management process to improve backlog management efficiency for customer satisfaction
• Creates, manages and monitors teams’ daily / weekly metrics on their MDI [managing for daily improvement] board
• Challenge working methods and practices and provide creative solutions and clarity for customers
• Support, coach and develop talent within your team in relation to systems, processes and behaviours
• Sales Managers
• Work with team, the customer, sales and internal departments to maximise order book conversion for your area of responsibility
• Leading by example, continuously and consistently motivate and manage a customer service team
• Develop and maintain excellent customer focus. Identify and address day to day operational issues in line with ‘customer partner of choice’
• Act as point of contact in Team Managers absence
• Provide assistance/support to other areas of the business
• Manage call and email escalation
• Provide accurate Customer feedback regarding products and services
• Approve, manage, and lead training for team members
• Prepare and present performance appraisals for Customer Service Representatives
• Manage backorder maintenance and generate pick-up tags for returns
• Manage department expenditures-(office supplies and equipment)
• The capability to effectively drive business objectives and also have a strong knowledge of hospital procedures and systems
• Demonstrable excellent computer and software knowledge in programs such as IE, FF, Chrome, Media Players, Flash, etc.)
• Structured and disciplined individual who is comfortable with detail
• Excellent interpersonal and relationship building skills with the ability to influence all levels
• People skills with ability to actively listen, empathise, and effectively and professionally handle challenging internal and external customers
• Outstanding customer service skills, strong interpersonal skills and the ability to bond with customers
• Good people and interpersonal skills to build effective relationships with all levels of professionals
• Knowledge of the most widely used programing languages such as Java, JavaScript, HTML, MySQL is desirable but not essential
• Strong customer service skills, including the ability to remain flexible and calm in high pressure or continually changing situations
• Ability to communicate effectively and professionally in both local language and English (written and oral)

15 Customer Service Team Leader resume templates

Read our complete resume writing guides

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• Develop and lead team of Specialists
• Lead by example and coach on key behaviors to drive results
• Select and retain talent
• Relationship management

Customer Service Team Leader Resume Examples & Samples

• Act as primary management contact for Americas Customer Service when the CS
• Provide guidance and act as primary escalation point for CE Executives needing
• At least 6 months experience in a telephone based online business involved with
• People skills with ability to actively listen, empathise, and effectively and
• Act as primary management contact for Customer Service when the CS Supervisor, Special Segments is not available
• Assist with and monitor activities of staff including recruiting, scheduling, coaching, training, retraining andperformance management to develop an effective team with a strong customer focus
• Share information and work with other Special Segments teams
• Work with Circulation, Product, Sales and other Dow Jones departments necessary for handling internal and external customer contacts quickly and correctly. Support sales teams, as applicable
• Generate ideas that streamline processes and reduce manual work that quicken customer service operations and better the customer experience
• Identify trends and develop and implement plans for improvement to ensure required customer satisfaction levels
• Make preparation for new hires, including new hire training, job shadowing schedules and general and specific introduction to Dow Jones, our products and services
• At least 6 months experience in a customer service organisation in support of high-end products and high value clients
• Experience supporting applications in a web environment
• Oral and written communication skills with ability to explain complex ideas at a level appropriate to the audience using ideas/terminology to ensure customer understanding and resolution of enquiries
• Ability to monitor team activities to ensure goal fulfilment
• Ability to work well under pressure
• Ability to work effectively across business units to meet customer goals
• Ability to train team members on new and existing Dow Jones products and services
• Ability to coach team members on successful job behaviours
• Ability to schedule work and implement work assignment adjustments to meet changing work priorities
• Sound judgment, with the ability to solve problems independently
• Ability to assimilate complex product knowledge and identify appropriate solutions
• Commitment to customer satisfaction to provide quick and thorough response to customers’ requests or problems
• Ability to build and develop relationships with others to assess needs, and identify and solve problems

Call Center Customer Service Team Leader Resume Examples & Samples

• Oversee, maintain, and approve vacation and time off requests in accordance with the “Customer Service Guidelines.”
• Maintain the Customer Support Calendar and assure that all channels have adequate coverage
• Ensure that all Customer Service Representatives comply with Customer Service norms
• Attend Sales Conferences
• Maintain familiarity with promotions for each channel (Retail and Distributor or Direct to Consumer and Church)
• Maintain Daily/Weekly/Monthly stat reports
• Receive, analyze, and resolve all phone inquiries and/or issues from Customers in accordance with HCCP policies and procedures, including shipment tracking, backorders, pending orders, shorted, damaged, or defective products
• Receive and direct input of all Customer and Sales personnel phone orders with the ability to respond to inquiries regarding stock status, discount, shipping methods, returns issues, and promotions
• Process fax, email, and snail mail within 24 hours, inquiries and correspondence as assigned within 48 hours
• Process markdowns and POS credits as approved by Sales
• Process return requests
• Maintain familiarity with product lines to assist Customers in placing orders and provide information on all Bible, book, audio, DVD, digital, and Bible Cover publications
• Route new account requests
• Research chargeback claims, provide PODs, etc
• Understanding of computer applications for information and resolution of Customer needs
• Communicate effectively with internal and external Customers and Customer support staff
• Customer Service Oriented/Service Mentality
• Detail oriented/organized
• Ability to work independently and in a Team
• Ability to prioritize and multi task
• Computer skills, Microsoft Office, excellent written and verbal communication skills
• Working knowledge of HarperCollins Christian Publishing products, as well as that of competitors
• Deliver world standard client service by answering telephone inquiries timely, accurately, professionally, and courteously. Maintain the required performance standards in quality, occupancy, attendance, promptness, identifying client needs, and selling and referring products and services
• Handle escalated calls from Customer Service Representatives
• Assist with scheduling and coordinating team activities
• Provide input into performance appraisal process and hiring decisions
• Assume non-supervisory responsibilities of a Team Leader, which include: exception reporting, updating manuals, assisting associates with telephone inquiries, and assisting with other types of escalations specific to the department
• Provide direction and assistance to Customer Service Representatives
• Participate in special promotions and projects as directed by Customer Service Supervisor
• Associate's degree in a related field or equivalent education and related training
• Two to three years of client service experience
• Excellent problem-solving skills and listening skills
• Excellent computer navigation and keyboarding skills, including ability to navigate between multiple systems
• Demonstrated time management skills
• In this role you’ll:*
• Supervise a team of Customer Service Representatives and ensure Service Level Agreements (SLAs) and Key Performance Metrics are met
• Support and develop staff to improve efficiency and performance of the team
• Attend regular meetings with Financial Times Customer Service Management
• Coach team members on effective use of process and procedures and conduct quality audits weekly
• Maintain coaching logs and audits for documentation and reporting
• Deliver key projects and initiatives to improve customer service and experience
• Pro actively contribute ideas and give timely feedback to the FT Customer Service Management team
• Drive a positive and healthy working environment
• Submit weekly report and ensure daily log sheets and weekly reports of subordinates are received
• Develop and maintain training manuals and ensure Customer Service Representatives are well trained
• Ensure team is familiar with products and services, and be able to identify opportunities to sell/up sell and salvage cancellations
• Review Quality Assurance data to evaluate performance, analyze trends and provide constructive feedback
• Conducts monthly team meetings to deliver key communications and build team spirit and provide recognition
• Supports the hiring and training process by conducting interviews and making recommendations for hire
• Develops and leads an effective team that proactively retains eBay customers

China Card Citiphone Customer Service Team Leader Resume Examples & Samples

• At least 2 years relevant experiences in Call Center
• Good problem and complaint handling skills
• Independent, hardworking, self-motivated and good team player
• Fluent in spoken English
• The Customer Service Team Leader is responsible for helping to lead the team to ensure all customers receive superior service appropriate for Dow Jones PIB products
• The Customer Service Team Leader has a responsibility to ensure that customers are satisfied and remain loyal to Dow Jones and that the department's mandated service levels are achieved
• Act as primary management contact for Customer Service when the CS Supervisor is not
• Conduct telephone, e-mail, and web chat monitoring for staff and provide feedback for
• Development purposes and to ensure accurate and timely support
• Share information and work with other Customer Service teams to ensure global consistency
• Work with Dow Jones internal partners as necessary and support sales teams, as applicable
• Generate ideas to streamline processes, reduce manual work and make the customer service operations process as efficient as possible, with the goal of improving the customer experience
• Make preparations for new hires, including assisting with new hire training, organizing job
• Shadowing, and providing an introduction to Dow Jones products and services
• Assist supervisor in guiding reps through proper workflow procedures related to escalations and system issues
• Act as Manager On Duty as necessary to support the team and meet global objectives
• Handle special projects, as needed
• All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions. Line managers have specific responsibility for the health and safety of their direct reports and other team members for which they have general management responsibility
• To ensure the provision of the highest level of service to candidates, and to act as a referral point for any complex customer service issues within the team
• To proactively develop, implement, maintain and communicate effective operational procedures
• Supervise a team of customer services staff, acting as first/second line escalation for queries ensuring that complaints are dealt with in line with the business expectation
• Lead and demonstrate continuous improvement by contributing to the review, amendment and implementation of improved procedures, processes and standards that increase efficiency and effectiveness
• Deliver, review and document performance with team members on a regular basis
• Monitor and evaluate calls and other Customer Service Centre tasks
• Work closely with other departments to ensure delivery of individual client service requirements
• Ensure employees are competent to use business systems to support their role
• Deal with the responses of all customer complaints in line with client requirements
• To cover other roles within the Customer Service Centre, including specific project work, as and when needed.​
• Experience of working in a customer service environment
• Able to demonstrate the ability to manage your performance and workload
• Strong communication skills to all levels of audience, across cultures
• Self-driven and motivated, enthusiastic and energetic
• Ability to work in a team and individually, to give, take and seek instruction when necessary
• Fluency in English, both written and spoken
• Management experience in a service related role and environment
• 1) Manage and develop customer service staff providing continuous coaching, feedback, and training
• 2) Manage entire “Life of a Sale”, emphasizing proactive vs. reactive customer service
• 3) Assists in coordinating day-to-day activities of customer service representatives
• 4) Serves as a motivator to assist driving the team towards goals
• 5) Coordinate job shadowing and cross training of associates within the customer service department bridging gaps when absences may occur
• 6) Recommends, tests, and implements solutions to process and procedural problems
• 7) Directly manage “Top” accounts over 100K to effectively maintain and support core accounts service level
• 8) Manage and review all reports directly related to core functions and life of a sale monthly
• 9) Continue to perform customer service related duties to maintain a strong background in core functions thus recognizing and circumventing developing issues
• 10) Conduct staff meetings and/or update meetings in Manager’s absence or when assigned to perform this function
• 11) Provide feedback to Manager regarding customer service associates day-to-day performance
• 12) Possesses deep knowledge and understanding of the functions and features of Baker and affiliated vendors products and parts
• 13) Participate in and act as customer service representative in company wide special projects
• 14) Performs other related duties as required
• 2) Offers own opinion even when it is likely to meet resistance
• 3) Displays a commitment to the organization by setting high standards of performance
• 4) Uses available resources to ensure attainment of team goals
• 2) Manages multiple tasks to obtain timely results
• 1) Proven strength displaying Core Leadership Competencies
• 2) 5+ years experience as a Customer Service Representative or exceptional performance. Customer Service Representative II background preferred
• 3) Proven customer service skills. Ability to handle all situations within authority level. Proven customer and company satisfaction record. Potential and desire to advance to the supervisory level
• 4) Position requires tactful manner, stable personality, and pleasant telephone manner with an ability to handle pressure and stressful situations
• 5) High School diploma required, 2-4 year degree strongly preferred. Luxury goods organization experience preferred

Ccb-customer Service Team Leader Resume Examples & Samples

• Identify ways to support inclusion and diversity
• Ability to delegate tasks
• Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools
• Basic Qualifications
• Bachelor’s degree or High School Diploma/GED with a minimum of 2 years’ experience in a financial services, operations or customer service setting or equivalent military experience
• Minimum of 1 year of supervisory or leadership experience
• Must submit your application for employment through gecareers.com to be considered (Internals via COS)
• Must be willing to comply with pre-employment screening, including but not limited to drug testing, reference verification, and
• Deliver world standard client service by answering telephone inquiries timely, accurately, professionally and courteously. Maintain the required performance standards in quality, occupancy, attendance, promptness, identifying client needs and selling and referring products and services
• Assume non-supervisory responsibilities of a team leader, which include: exception reporting, updating manuals, assisting associates with telephone inquiries, and assisting with other types of escalations specific to the department
• Three years of client service experience

Potential Customer Service Team Leader Resume Examples & Samples

• Develop and maintain excellent customer focus. Identify and address day to day operational issues in line with ‘customer partner of choice&#8217
• Support pro-active management of customer order books ensuring integrity of orders and maximising sales and conversion opportunities
• Follow agreed procedures ensuring standards and documentation exists for all new and existing processes. (red book process)
• Demonstrate and develop commercial awareness by supporting the business on delivery of sales and financial targets and objectives
• Proactively arrange and participate in forecast meetings, orderbook reviews, Aligned logistics meetings, delivery action meetings and other business critical meetings required for area of responsibility. Ensure timely feedback to line manager
• Actively build and maintain relationships with other departments, focussing specifically on sales team, in order to maximise orderbook conversion focussing on achieving both Stockturn and OTIF measures
• Work closely with the customer, other team leaders and managers to improve supply change efficiencies to ensure best practice is consistent across the wider department
• Liaise with all areas of the business to identify stock/order status and ensure the quality of information provided to accounts is 100% accurate at all times
• Look to exceed all personal and departmental objectives within specified timelines
• Actively encourage team to develop strong relationships with sales, logistics and other departments
• Constantly review weekly team meeting format and agenda to maximise engagement and participation
• Consistently prepare for and conduct constructive monthly review meetings with each team member. Formal appraisals to be conducted as specified
• Lead team to influence all warehouse functions identifying process failures and recommending effective solutions
• Ensure team works within DC SLA’s managing customer’s expectations in line with this
• Attend customer visits with a positive and professional manner. Having sent agenda points to the customer ensure you are fully prepared for the meeting. Feedback minutes to Line Manager and follow up on any action points
• Display a positive, professional, attitude at all times
• Use knowledge to support customer satisfaction & offer alternative solutions. (eg switch selling, next day delivery, suitable bookings etc). Own the customer contact and ensure conclusion reached to mutual benefit
• Proactively Support the implementation of business initiatives such as ZSOL order upload, EDI, Direct Containers, Peak Planning and SHAS/VAS solutions
• Develop teams knowledge and participation in key business initiatives
• Live and breathe the Customer Service department’s managers ‘Code of Conduct’, promoting the adherence to Customer Service Minimum Standards
• Support the implementation and reporting of Key Performance Indicators constantly reviewing to add any new measures that will be beneficial to the wider business
• Hold team members accountable for KPI’s relating to their performance, knowledge and account base
• Ensure team performance is consistently of an excellent standard swifty and decisively addressing any performance issues prior to them having any detrimental effect
• Review team fit and correct people for correct account(s) within your team on regular basis in order to maximise performance
• Focus on succession planning to minimise impact to customers when natural progression occurs
• Ensure that HR policies are followed, clearly communicated and executed to the highest possible standard at all times
• Improvement focused, able to challenge the norm
• Demonstrate high level of professionalism representing the adidas group both internally and externally
• Commercial and financial awareness
• Team player, able to inspire others
• Ability to forge and maintain strong relationships
• Effective manager of people
• Excellent knowledge and skills in Word, Excel, PowerPoint
• Strong understanding of all PC based systems e.g. Microsoft Office, SAP
• Overseeing and monitoring daily activity within a unit
• Conducting training on systems and specialized applications
• Coordinating workflow activity in a unit and providing guidance, feedback and supervision to less experienced or designated customer service reps
• Participating and overseeing audits within unit
• Ensuring that control procedures are followed to mitigate financial or compliance risks
• Communicates and seeks counsel with appropriate individuals on questionable or unprecedented issues
• Works under minimum direction and assists to plan and organize work within the team. Communicates and seeks counsel with appropriate individuals on questionable or unprecedented issues to managers
• FINRA Series 7 and 63 licenses required; Series 24 preferred
• Previous successful customer service, or call center experience required, preferably in a Brokerage Customer Service environment
• Demonstrated exceptional problem solving skills
• Excellent communication and strong customer service focus
• Ability to communicate effectively with peers, support services, and other units
• Strong computer skills - Microsoft Word/Excel
• Technologically proficient with the ability to coordinate multiple projects
• Effective written and oral communication with good analytical skills required
• Bachelor degree or equivalent; demonstrated experience in the related industry
• Bilingual skills (English/Spanish) preferred

Customer Service Team Leader Internal Candidates Resume Examples & Samples

• Lead, develop, and motivate a team of 15-20 customer service representatives
• Provide behavioral based coaching and feedback in order to drive performance, as well as to promote continued growth and career development
• Monitor, analyze, and evaluate individual and team performance in relation to customer service and business goals
• Conduct disciplinary action as needed, including but not limited to informal and formal write ups and corrective action plans to improve performance
• Manage daily contacts in a multi-channel in and outbound contact center, focusing on meeting performance metrics and exceeding customer expectations
• Ensure employee adherence to company values, quality and PCI requirements, accuracy, schedule, and other expectations in a fast-paced, market specific contact center
• Support the interviewing, hiring, and training of customer service employees based on business need
• Assist customers by responding to incoming calls, emails, & chats promptly and answering questions regarding a variety of service issues including but not limited to ordering, quality, delivery, billing, etc
• Build and maintain business relationships and open lines of communications with our partners in Workforce Management, Training, QA, and other internal support teams
• People management for the team. Selection of team members, ensure appropriate skills, training, language and personal qualities within the team
• Ownership of team metrics. Regular review of key performance indicators, identification of required remedial actions. Follow-up on commitments to ensure their completion
• Acting as level two escalation point for major customer concerns, providing professional and expert resolution for selected customers issues, ensuring highest levels of customer satisfaction
• Supervise operations and ensure flow quotations, order entry and dispute resolution activities meet required service levels, effectiveness and overall efficiencies
• Drive continuous improvement activities in all areas of responsibility to increase operating performance in the Customer Care team
• Coach team members to keep them highly motivated to high performance
• Excellent interpersonal skills when dealing with external and internal customers
• Experience in challenging customer service environments. Previous leadership track record an advantage
• Experience as team coordinator or team leader
• Self-confidence – ability to represent function to customers and peers, upper management
• Mentor, with ability to develop trust in others
• Fluent English language knowledge. Strong written and spoken command of at least two European languages
• Oracle proficient user
• Call management system: CMS
• Manage and develop customer service staff providing continuous coaching, feedback, and training
• Manage entire “Life of a Sale”, emphasizing proactive vs. reactive customer service
• Assists in coordinating day-to-day activities of customer service representatives
• Serves as a motivator to assist driving the team towards goals
• Coordinate job shadowing and cross training of associates within the customer service department bridging gaps when absences may occur
• Recommends, tests, and implements solutions to process and procedural problems
• Directly manage “Top” accounts over 100K to effectively maintain and support core accounts service level
• Manage and review all reports directly related to core functions and life of a sale monthly
• Continue to perform customer service related duties to maintain a strong background in core functions thus recognizing and circumventing developing issues
• Conduct staff meetings and/or update meetings in Manager’s absence or when assigned to perform this function
• Provide feedback to Manager regarding customer service associates day-to-day performance
• Possesses deep knowledge and understanding of the functions and features of Baker and affiliated vendors’ products and parts
• Participate in and act as customer service representative in companywide special projects
• Proven strength displaying Core Leadership Competencies
• 5+ years’ experience as a Customer Service Representative or exceptional performance. Customer Service Representative II background preferred
• Proven customer service skills. Ability to handle all situations within authority level. Proven customer and company satisfaction record. Potential and desire to advance to the supervisory level
• Position requires tactful manner, stable personality, and pleasant telephone manner with an ability to handle pressure and stressful situations
• High School diploma required, 2-4 year degree strongly preferred. Luxury goods organization experience preferred
• Organize and manage the daily activities of the CS team ,
• Review and Improve the CS performance by providing guidance to process customer orders, and schedule agreements to the required Service Level
• Keeping the CS team and customers fully informed on issues affecting service
• Ensure that CS team update and maintain all key customer information within SAP and other supporting systems
• Ensure that all customer queries and complaints have been logged and resolved by CS administrators in compliance with processes and procedures
• Liaise with Freight Forwarders to ensure prompt delivery of ordered items and to resolve any customer complaints regarding late deliveries and damage to goods
• Liaise and Support CS Manager in tasks required from time to time, specifically in the drive to have consistency where appropriate in the Customer Service Function
• Participate in the Continuous Improvement Programme (PPI), contributing to the development and implementation of improvement initiatives within the department and identify process improvements
• Minimum of two years of financial call center management experience required
• Must be willing to work in an environment to positively influence results of a phone-based customer service team
• Advanced proficiency in relationship based leadership, proven time management skills, with computer functions with MS office suite strongly preferred
• Daily resource organisation and planning, ensuring adequate resource is available for contact volumes on all channels
• Real-time monitoring of consultant availability, adherence to schedule, and assigned duties in accordance with departmental Service Level Agreements (SLA’s)
• Analyse and interpret information available on systems and reports to effectively manage and/or delegate both individual and team workload
• Maintain a specialist understanding and knowledge of all policies and processes to deliver a seamless and consistent customer experience
• Provide administrative support to consultants and other departments in the completion of departmental processes and procedures
• Excellent ability to solve customer service issues through front line agent management and demonstrate passion for delivering a positive customer experience
• Developing and achieving team performance goals and objectives in order to achieve customer promise expectations while ensuring accuracy and quality
• Lead and develop a team of up to 35 direct report associates. Responsible for the overall direction, coordination and evaluation of the team. Expected to be a subject matter expert for their teams
• Carry out supervisory responsibilities in accordance with Amazon policies and procedures. Additional responsibilities will include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees up to termination; resolving conflicts
• Previous work experience which emphasizes strong communication and leadership skills
• Must be willing to work a flexible schedule; between the hours of 6AM - 12AM EST and rotating weekends
• Must be willing to relocate to Lexington, Kentucky (greater area)
• Two year degree
• Absolute passion for ensuring a great customer experience with every contact
• Experience leading teams, and motivating and driving an engaging environment
• Demonstrated mastery of tools including Windows 7, Microsoft Outlook, Firefox, Internet Explorer, Amazon.com website, competitor websites, Internet search engines
• Knowledge of Six Sigma/Lean Processes
• Demonstrated effective communication, composure, and professional attitude
• Ability and desire to relocate to take advantage of future growth opportunities
• Must be flexible in shift assignments and work areas, including nights and weekend
• BA/BS degree or higher or 2+ years Amazon work experience
• 2 years previous experience supervising a team in a customer service or production environment
• Ability to function in an ambiguous, fast paced work environment
• Compose grammatically correct, concise and accurate written communication
• Demonstration of Amazon Leadership Principles in current role
• Leading by example, continuously and consistently to motivate and lead a customer service team
• Deliver a ‘high performance’ training program for the Customer Service team
• Commitment to continuously improve processes and initiatives
• Ensure order hold accuracy is maintained when various requests are received from Sales, Category Management & Operations to alter orders
• SAP implementation of transactions and processes; perform testing, collaboration with all key stakeholders to ensure successful implementation. Ensure that all testing is completed against business timelines for SAP
• Creation of price change forms and pricing submissions to head office groups
• Management of the team to ensure creation of contracts and pre-orders in line with business pre-order timelines
• Management of the pre-order process for all accounts to ensure orders are maintained accordingly
• Drive pro-active management of order books, ensuring integrity of orders and maximizing sales, conversion opportunities and on time deliveries in full
• Drive against specific KPI’s to improve standards, service and financial results, following through on improvement opportunities wherever possible
• Challenge working practices and provide creative solutions
• On- going coaching of team members to further develop and support a high performing team
• A demonstrated commitment and passion towards your team and the adidas group brands
• An interest in Golf
• Experience in some form of golf retail / operations is preferred
• Manage, coordinate and direct the daily operations of a unit of fifteen to twenty non-exempt staff members while maintaining overall team productivity to meet department goals
• Delegate various tasks and responsibilities and set workflow priorities to staff members
• Introduce new procedures and coach on existing procedures and track and coach individual team members in their performance
• Monitor daily productivity, business and quality review of input and coach and develop employees to achieve higher results
• Process exception items and resolve complex issues while reviewing and recommending system modifications
• Recommend human resource actions- including hiring, terminations, salary actions and promotions
• Coordinate with management and other supervisors to resolve complex customer and employee issues
• Interact with customers, Dealers and company employees outside your immediate work area
• Selected candidate must be available for the following hours: Monday-Friday 7:30AM to 11PM, Saturday 8AM to 8PM or Sunday 8AM to 8:30PM*
• Fluent in speaking and reading Spanish preferred

Mortgage Banking Customer Service Team Leader Resume Examples & Samples

• Manage a team of up to 15 non exempt call center specialists
• Be available to affect the entirety of the team’s operations
• Motivate and encourage specialists through positive communication and
• Minimum three years related management experience or specialized education required
• Minimum one year of Call Center experience preferred
• Excellent communication and interpersonal skills
• Advanced proficiency level in a Microsoft Office environment
• Ability to follow complex methods and procedures in the performance of diverse routine and non-routine tasks
• Ability to motivate, coach and develop staff for performance improvement
• Minimum of two years management experience strongly preferred
• Advanced proficiency with computer functions with MS office suite strongly preferred
• High School Diploma or equivalent required, Bachelor’s Degree preferred
• Previous experience working within a similar contact centre based Team Leader position
• Knowledge of TV Licensing policies and procedures would be helpful
• The ability to lead, motivate and develop team members
• Excellent coaching skills
• Strong interpersonal skills, including the ability to persuade and influence
• Results oriented, with the ability to understand and interpret statistical information
• Excellent communication and listening skills
• Ability to solve problems and make effective decisions
• Experience of managing a team of professionals and operating effectively as part of a team
• The ability to work in a fast paced environment and be self-driven, with a genuine passion to see people grow and achieve
• A proven track record of over-achievement in anything you take on, and you enjoy improving systems and processes and exceeding expectations
• Drive customer loyalty through increased productivity, improved value and through a high performance culture
• Drive effective control of support costs
• Develop strong customer relationships, team with Field Sales Management, implement synergy sales initiatives, drive process improvements, utilize web/electronic self-service technology, and create a high performance culture within the support team
• This assignment provides great visibility and opportunity for future growth opportunities which is a significant consideration in the selection process
• Required Education: HS Degree or GED
• Preferred Education: Bachelor's Degree Required
• Experience: 1 Year related experience
• Preferred Experience: 2+ Years related experience and 1 year experience within the LN Call center
• Required: Customer Service experience; inbound or outbound call center experience
• Preferred: Knowledge of call center automation
• Required Specific Skills: Excellent communication skills, both written and verbal
• Demonstrated success in customer service
• PC skills with Windows based programming
• Working Conditions: The office is open 24x7 and the hours rotate on a semi-annual basis
• To ensure resources and workflow plans are in place
• To supervise the quality of their teams work and adhere to given standards and contribute to reporting on KPI’s and Service Levels
• To ensure all members of the team are fully trained in all aspects of their work and to identify training and development needs in discussion with their team leader
• To be proactive in reviewing working practices and working with the operations manager to plan and implement new processes, for example when legislation or guidelines are updated
• To uphold organisational policies and principles on the promotion of equality
• To support the creation of an inclusive working environment where diversity is valued, everyone can contribute, and everyday action ensure we meet our duty to uphold and promote equality
• To manage a team, this may include appraisals, initial stages of grievance and involvement in recruitment
• Participate in the recruitment process of support staff
• Strong leadership and motivational skills
• Managing a team in a Contact Centre environment
• Excellent organisational, prioritisation and communication skills
• Strong I.T. and written English language skills
• Ability to multi-task and organise workload efficiently
• Willingness to assume responsibilities and take ownership of tasks
• Ability to handle complex queries on own initiative
• Develop and improve relationship with external and internal customers
• Responsible to poetize the daily tasks and support the team
• Order receipt, order registration, Credit note registration, backorder recording, time of delivery feedback
• Service Complaints. report and follow up
• Regulatory Action, report and follow up
• Forward relevant information to Sales Force
• Kit / Loaners: Request, check availability, approved/denied
• Check that list prices and discounts are within agreed limits, inform Customer Service Manager of irregularities in pricing
• To participate in special sales activities
• Close contact to Product Manager, for a product. Inform Customer Service of new product, focus area and product campaign
• Filing of invoices, consignment agreements, stocktaking reports, etc
• Receiving and controlling product and pricing information on tenders
• Contact with finance and customers regarding reminders. Approval of invoices
• Ordering/registration/filing of custom made products
• Implement continuous improvement to ensure efficient operation and make sure agreed Service to Customers are kept
• Take ownership and participate in projects to further improve the European Stryker Customer Logistics function, resulting in increasing customer satisfaction, increasing efficiency, lower costs and optimized inventory levels
• Together with logistics make sure the most cost efficient transport solutions are used
• Ensure data accuracy in business system
• Minimum 5 years within customer service
• Have good IT experience preferably with change management
• Preferred practical knowledge of continuous improvement concepts
• ISO 9001/2000
• To lead a team of Customer Facing (CF) and/or Customer Service Support (CSS) Customer Service Representatives (CSR) who support inbound and outbound customer contacts. Understanding the relevant procedures and processes for the relevant Businesses, as well as the internal BSC processes. Managing a team of Customer Service Representatives Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system. Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes. Deliver Customer Service and Order to Cash processes by managing workflow, ensuring adequate holiday training & sickness cover. Proactively develop the skills, competencies and knowledge of Customer Service team members Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans. Conduct half yearly and annual appraisals with direct reports. Organise monthly team meetings with direct reports. Provide first level escalation for any issues raised by the team. Ensure all processes are compliant with current ISO 9000 accreditation & assist in preparation for future accreditation. Ensure processes are embedded & adhered to consistently throughout the team. Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements Work closely with other team leaders within the Business to ensure that overall operational objectives are met, ideas shared and lessons learnt Develop a team environment that supports continuous improvements & promotes the Business culture. Develop and maintain sound working relationships with key stakeholders, customers and external service providers Develop and control processes and procedures to the Business standards Ensure that all activities meet with the Business HSSE requirements. Monitor Team SOX compliance. Support transition to the eBSC (system testing, documentation, new recruits training and any transfer related activities as requested by the CSD or eBSC project manager
• Demonstrated ability to coach colleagues Ability to work independently Develop and command respect for professional excellence Foster Effective Teamwork and Collaboration Understanding Customers – understand customers’ current needs; efficient high quality response; build customer relationships; monitor progress; effective negotiator Personal Effectiveness – effective communicator; time management; listening and facilitation Takes responsibility for quick handling of customer-service-problems in a friendly and non-defensive manner Problem Solving – identify, analyse and solve problems; utilise, adapt and develop resources Provides friendly and positive service Good team player Good IT skills
• Requirement to work some public holidays Availability to work outside of standard business hours during peak periods
• Act as an information source for CSRs questions pertaining to process, policy and work schedules
• Closely coordinate with other Leads and Management pertaining to support service levels and customer experience, and take appropriate actions to correct when needed
• Work in queues a minimum of 25%-50% of work day to maintain subject matter expertise and support service level goals
• Compile/send weekly status and other required reports as directed by manager
• Carry out performance measurement (Quality Audits), CSAT scores/feedback, general monitoring, and evaluation of all agents and operators to improve the team's efficiency
• Provide feedback to CSRs in 1:1 once per month
• Coordinate training for new hires and existing staff; participate in the delivery of training
• Proactively communicate with the CS Manager regarding workflow, staffing issues/performance, and customer experience items
• Lead must be available to cover all hours of business operation and coordinate with other leads as point of contact to insure continuous and full support
• 2+ Years of customer service experience
• 1-2 years experience in contact centers preferred
• Ideal candidates will also have experience in a web-delivered business environment
• Industry pluses: classified listings websites, travel websites, online advertising, or B2C websites
• Experience with business support software applications such as MS Office (Word, PowerPoint, Excel, Visio, etc.) required
• Working knowledge of photo editing software such as Photoshop or Fireworks a huge plus
• Bachelor's degree preferred, but will accept equivalent experience in field
• Assign team members to tasks according to workload and skills
• Provide process improvement guidance / changes for review by leadership
• Identifying deficiencies (tools, metrics and reports) and recommending solutions
• Special projects as requested by the management team
• Accurate and efficient with very good organizational skills and ability to manage tasks simultaneously
• Adaptable to learn new processes, concepts, and skills
• Demonstrates the ability to work as part of a team adding positive attitude and business focus
• Ability to motivate teams and maintain teams’ business focus
• Microsoft Office skills
• Written and spoken ability to communicate in English

Customer Service Team Leader VIC Resume Examples & Samples

• Dealing with escalated customer enquiries and providing effective resolution to ensure customers are receive the highest level of service possible
• Drive quality and compliance requirements to ensure our standards of service are upheld
• Lead by example by assisting the team with overflow calls and processing and managing customer orders in SAP
• Effective management of team performance reports
• Passion for helping customers and delivering the best service possible
• Assertive and confident manner in managing challenging stakeholder expectations – internal & external
• Experience with ERPs and CRMs would be important, preferably SAP and Salesforce

Customer Service Team Leader WA Resume Examples & Samples

• Daily management and development of Customer Service Team through the identification of training and induction needs, resourcing and rostering
• Providing feedback & guidance for team members on their development
• Approving credits where possible or ensuring the team have the appropriate approvals received for any exceeding the companies terms and conditions
• Sophisticated team management skills for a team with various levels of expertise (recruiting, mentoring and developing)
• Dedication to process improvement and efficiency
• Experience in leading significant change initiatives and capable of challenging the status quo to do things differently
• Ability to balance competing priorities and workload effectively
• Primary point of contact responsible for tactical matters, such as operational activities, customer prioritization towards GBU’s
• Maintains regular performance reviews with team members based on the predefined objectives and performance agreements
• Ensures process requirements are compliant with Audit, SOX and other regulations
• Develop, recommend and manage Order to Cash policies and procedures
• Monitor the status of quality systems and client satisfaction, providing periodic reports and status updates on the overall performance to senior management
• Define and develop key performance indicators (KPIs) to track and measure overall performance in collaboration with GBU’s and for the own department
• Bachelor’s or Master’s degree in logistics, business/ economics area or related field. Supply Chain or Logistics experience is a plus. Additional Korean/Japanese language skill is a plus
• Strong Leadership and change management experience
• Strong business acumen to effectively manage/reduce costs and drive productivity
• Strong Customer Focus to meet the expectations and requirements of internal and external customers
• Strategic thinker, addresses partner and customer needs
• Excellent written and verbal communication skills to be able to deal with different Management levels
• Excellent change-management skills
• Excellent team builder and talent developer
• Ability to participate in cross-functional, team-oriented environment
• Ability to interact with multiple levels of leadership internally and externally
• Ability to present ideas and information in a clear, concise, and organized manner
• Listens to others to respond effectively to ideas and questions
• Acquisition and integration experience a plus
• Familiar with quality systems preferred, including but not limited to management responsibility, resource management, analysis and improvement processes
• Expert User of Microsoft Office tools
• Understanding the relevant procedures and processes for the relevant Businesses, as well as the internal BSC processes
• Managing a team of Customer Service Representatives
• Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system
• Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes
• Deliver Customer Service and Order to Cash processes by managing workflow
• Proactively develop the skills, competencies and knowledge of Customer Service team members
• Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans
• Provide first level escalation for any issues raised by the team
• Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
• Work closely with other team leaders within the Business to ensure that overall operational objectives are met, ideas shared and lessons learnt
• Develop a team environment that supports continuous improvements & promotes the Business culture
• Develop and maintain sound working relationships with key stakeholders, customers and external service providers
• Develop and control processes and procedures to the Business standards
• Demonstrated ability to coach colleagues
• Minimum of 12 months previous experience customer service skills in a customer services environment preferred
• Must demonstrate a strong understanding of customers’ needs / behaviours
• Strong relationship management skills
• Strong time management and organisation skills
• Excellent written/oral communication skills and ability to build effective working relationships
• Develop and command respect for professional excellence
• Foster Effective Teamwork and Collaboration
• Understanding Customers – understand customers’ current needs; efficient high quality response; build customer relationships; monitor progress; effective negotiator
• Personal Effectiveness – effective communicator; time management; listening and facilitation
• Problem Solving – identify, analyse and solve problems; utilise, adapt and develop resources
• Requirement to work some public holidays
• Availability to work outside of standard business hours during peak periods
• Coach the Support Centre Team to achieve centre goals, including service levels, ratios, cost per call, incremental selling, productivity and Customer Satisfaction Index (CSI), etc
• Provide input and recommendations regarding improvements to processes, procedures, and customer service activities
• Develop and maintain a selling environment through motivational events in the Sales Team
• Monitor and reinforce a selling environment, including frequent follow-up, utilizing on-line scorecards, team measurements, and identifying training needs
• Respond to complex customer inquires as referred by Customer Support Centre Associates
• Evaluate the performance of Customer Support Associates and provide leadership to associates, including responding to associate related issues, conducting performance assessments, identifying performance improvement activities, and providing training for career development
• Excellent leadership ability, change management and call centre experience, or equivalent knowledge
• Strong analytical (e.g., trend analysis) and organizational skills
• Ability to influence without authority (e.g., ability to motivate others)
• Proficient in Microsoft Office, web-based applications and tools
• Working knowledge of call center operations
• High school diploma or GED required (preferred 3 year community college or higher)
• Fax: 613-391-3010
• Manage and oversee Contract administration for local customers, GPO, Etc
• Maintain positive business relations with both internal and external customers
• Direct Customer Service Team in daily activities including order entry, credits and disputes, purchase order processing
• Research and Identify product traceability issues with regard to order processing
• Develop daily, weekly & Monthly reports related to CS operations and sales performance
• Work closely with sales leadership to promote organizational synergy
• Create a sustained policies and schedule for PTO requests
• Adhere to all internal Stryker policies and standards with regard to revenue recognition
• Observe FDA guidelines with regard to product lifecycle management
• Promote organizational values by adhering to quality policies and utilizing best business practices
• Engage customer service team with team building activities and organization events
• Proactively develop the skills, competencies and knowledge of team members
• Carry out regular one to ones with all direct reports for performance & career management purposes
• Conduct half yearly and annual appraisals with direct reports
• Organize monthly team meetings with direct reports
• Develop a team environment that supports continuous improvements & promotes Eaton’s goals and philosophy
• Be in charge of the order entry process including myeaton.com, EDI etc.; Follow up on customer interactions; manage the back orders requests
• Ensure timely resolution of Service Requests and activities within the Customer Relationship Management system. Proactively seek to minimize or eliminate by addressing root causes in terms of either processes or behavioral changes
• Deliver Customer Service processes by managing workflow, ensuring adequate holiday training & sickness cover
• Ensure processes are embedded & adhered to consistently throughout the team
• Run and analyze the identified Customer Service reports e.g. customer service management reports, monthly management reports and team performance
• Work closely with other team leaders within the organization to ensure that overall operational objectives are met, ideas shared and lessons learnt
• Develop and control processes and procedures to the Eaton standards
• Ensure that all activities meet with Eaton’s HSS requirements
• Accurate and timely entry of orders onto the order management system
• Liaising with Customers to confirm orders, gather additional information as necessary and keep them informed of progress
• Checking progress, lead-time and quantity for each order
• Liaising with planning/purchasing to ensure customer orders are prioritised and progressed appropriately and service levels are met
• Ensuring clear and correct despatch instructions, i.e. terms of delivery, forwarder details, are provided to the despatch team
• Proactively informing customers of order/shipment discrepancies and providing the intended resolution plan
• Liaising closely with the relevant Territory Manager and Internal Sales Representative for the Country/Region to help deliver sales objectives and address the needs of customers
• Running and monitoring back order reports for designated customer base (daily or weekly depending on the area)
• Proactively supporting TM with specific campaigns, this may include contacting existing customer base with special promotions
• Dealing promptly and effectively with customer requests and queries, including invoice queries, to meet required time-scales
• Liaising with Credit Control/Finance to resolve all invoice queries
• Liaising with external service providers such as courier services and forwarding agents to resolve delivery queries
• Building close relationships with all internal and external contacts to constantly improve information flow and the order process
• Maintaining accurate and up to date customer records and price lists in the systems
• Collating information and producing reports as required
• Working with other members of the Sales, Marketing and Operations teams, to identify issues, propose solutions and take part in projects to contribute to operational and sales efficiency
• Promoting a co-ordinated approach within the Customer Services team and providing cover for other team members in their absence
• Managing Customer Service team on day to day issues and leading MDIs
• Managing team performance, training and workload
• Follow employment policies, such as Absence Management, Discipline and Grievance
• Report writing, setting objectives and conducting team’s GPS
• Leading continuous improvement initiatives and working to improve credits, queries and targets
• Ongoing development of the Team unit
• Manage the day to day activities of the Team, ensuring all Customer and Company requirements and daily activities are met and fulfilled
• Ongoing maintenance of Customer records on all applicable systems
• On-going training and development of Customer Services Executives
• Ensure a positive working relationship with the Customers, other Teams within Customer Services and other departments within the business including, but not restricted to Sales and Business Development
• Develop and implement continuous improvement plans
• Management and daily monitoring of processes to support the Head of Sales in ensuring correct processes are being followed
• Provide key input with the UK MD as required
• Plan and manage the activities of the team to meet and achieve the targets set
• Be responsible for developing regular performance review and appraisal programmes to set KPI’s
• Telemarketing and telesales responsibility to include qualification of opportunities and appointment making working with the Marketing Manager
• 0 = none; 1 = basic; 2= experienced; 3 = advanced; 4 = expert
• Lead, manage and supervise the day-to-day operations of a team of 15-18 customer service representatives
• Act as a point of escalation for difficult customer situations
• Monitor the performance of team members
• Establish schedules for team members
• Conduct weekly one on ones and biweekly staff meeting as well as on the spot coaching / feedback
• Monitor calls and work closely with the QA teams to closely manage ongoing professional and personal development of operations team members
• Create and maintain an environment with intense focus on customer/client satisfaction and professional customer support balanced with consistent achievement of standard business objectives
• Provides hands on assistance to team members while serving as an escalation point for the operation’s customer issues and complaints
• Offers guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business
• Recommends improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
• Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate as well as addressing performance and behavioral issues as they arise
• Trains, provides direction, and enforces policies and standards to help the staff achieve departmental goals and objectives
• Two plus years sales or service experience
• Strong understanding of customer service experience
• Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment
• Associates or Bachelor’s degree or equivalent military experience
• Customer service management experience
• Lead a team of Customer Service
• Manage the growth of the service and resource
• Proactively develop the capability of the team
• Bachelor’s degree from an accredited university or college,
• Minimum 5 years of experience in Service Management, ERP
• Sourcing operations experience (supplier record management
• Leadership skills to facilitate meetings, create executive
• Manage team work flow by distributing duties and updating responsibilities when needed
• Assist supervisor with coaching, training, account maintenance, and follow ups
• Conduct call monitors as needed for each customer service representative
• Answer questions related to processes
• Initiate ways to improve team moral in a call center environment
• Assist supervisor in coaching and employee development as it relates to the representatives job duties
• Answer inbound phone calls from internal and external clients
• Fluent in English to native level, additional language skills is desirable but not essential
• Excellent written and verbal communication skills are vital
• Knowledge and a keen interest of both sports and entertainment programing
• Proven experience as call center supervisor or similar supervisory position
• Minimum of 2 years proven customer support and computer helpdesk experience is essential
• Call Center experience is essential with previous experience managing diverse and vibrant teams
• Outstanding team player with the ability to connect and build a rapport with team members from other departments to drive issue resolution
• Can simplify complex terms or mechanisms in order for customers to understand
• Problem determination and analytical skills are critical to success
• Willing to work a variety of different shifts across a given week. This may include afternoons, evenings, weekends and holidays
• Good time management skills
• Bachelor’s degree preferred but not required
• Analyse and interpret data from ticketing system, CRM, call logging software and customer satisfaction surveys
• Solid organisational skills, sets priorities, establishes objectives/milestones, schedules activities effectively, and attends meetings prepared and ready to discuss open issues
• A minimum of 2-year administrative and 1-year management experience, preferably within Regus
• Excellent customer service skills including clear communication, fast responses, quick thinking
• Highly competent in objection handling
• Team builder. Recognises the importance of the team
• Familiarity with basic accounting principles and practices
• Knowledge of CRM system an advantage
• Willingness to go beyond the job description to meet business goals
• Delivers budgeted store sales profits (P&L); controls shrink, expenses and labor
• Analyzes and measures department business trends; develops and implements plans to maximize operations/customer experience while meeting or exceeding goals/objectives. (e.g. cash handling, check-stand utilization, speed standards, opening/closing procedures.)
• Plans, organizes, directs and controls all front end activities and operations
• Discusses weekly/period store sales, labor projections, customer satisfaction, cashier speed and safety metrics with department team
• Proactively plans to ensure customer assistance and other service needs throughout the store are handled in an appropriate manner
• Understands and oversees compliance with all applicable regulatory requirements, state and federal laws, company policies and procedures
• Implements company/store initiatives. Creates a Customer-Centric culture by recruiting, selecting and training team members who are passionate about food, serving and connecting with others
• Role models best practices and performance standards consistently (e.g. works all front-end positions as needed)
• Engages team members by bringing The Raley’s Way to life through inspiration and communication to include department goals, objectives, policies and procedures
• Establishes a high-performing team through effective department scheduling, efficient task assignment, recognition, fun, performance management and accountability. This includes feedback, documentation and performance evaluations
• Empowers team members to provide a memorable customer experience through helpful knowledge, friendly service and a caring approach; monitors and coaches team’s performance through reporting and customer feedback
• Identifies and develops department team members to leadership positions
• Recognizes and seeks opportunities for continuous learning to gain understandings, front end skills and knowledge
• Maintains knowledge of current company policies and procedures to include front-end best practices and standards
• 1 year or more of retail experience
• Exceptional leadership skills; excellent interpersonal and communication skills
• Ability to successfully delegate and develop store team members
• Strong merchandising skills; demonstrated ability to merchandise to the demographics of the store
• Ability to champion new ideas and initiatives
• Ability to understand and assess the P&L and other store reports
• Strong financial planning skills with a focus on longterm strategy
• Ability to operate a basic office equipment and related software including a personal computer, copier, fax, and telephone
• Demonstrated abilities in problem solving and conflict resolution

IT Customer Service Team Leader Resume Examples & Samples

• Day-to-day leadership of your team, supervising workload and performance, monitoring call traffic and allocating tasks as appropriate
• Managing the team in relation to KPI’s and SLA’s
• Coaching and mentoring team members to encourage personal development and career progression, identifying and addressing knowledge gaps and up-skilling where necessary to ensure the highest levels of service and quality
• HR related duties to include approving and recording of absence / lateness / sickness / holidays; dealing with new starters; completing probationary and performance reviews
• Acting as a point of escalation for internal and external customer escalated issues within the team
• Working closely with the other department and business partners to ensure consistency and process delivery is achieved as effectively as possible
• Participation in several IT and Business related projects
• End-to-end process coordination and optimalization
• Higher education (university or college)
• 2 - 3 years of relevant experience (Team Leader, Team Manager, Team Coordinator)
• General hardware and software knowledge, IT system, tool and application knowledge
• The ability to multi-task, organise and prioritise workload effectively to meet the demands of the business and delight the customers
• Ability to demonstrate excellent interpersonal skills, to inspire, motivate and lead a team
• Customer oriented approach is a must
• Understanding of continuous improvement methods, ITIL v3 Foundation certificate or knowledge
• Advanced English knowledge (at least upper-intermediate)
• Good problem identification and problem solving skills
• The ability to deal effectively with customer complaints, acting as an escalation point
• Good team member

Customer Service Team Leader, NZ & Specialist Resume Examples & Samples

• To lead the team ensuring consistent delivery of customer service excellence for the ANZ Lubricants business within nominated KPI measures whilst adhering to policy and procedures
• Build and maintain relationships with key business stakeholders by identifying opportunities for continual process improvement
• Identify issues affecting the team, escalate as appropriate and assist with the implementation of long term solutions
• Direct leadership accountabilities: Ensure staff have up to date My Plans, & performance reviews as per company schedule including 70:20:10 development plans aligned to their My Profile
• Regular 1:1; Team meetings/communications; management of performance, aligned to the delivery of key performance indicators, and quality customer service
• Ensure there is compliance and adherence to GBS/BP HSSE policies
• Define & implement continuous improvement for team core activities including relationships, accurate and timely order management & query turnaround time in accordance with current KPI measures
• Develop opportunities in conjunction of Team Coach to improve knowledge & performance, through training, process improvements and shared learning's to challenge and enhance existing standards
• Monitor key performance metrics and indicators to ensure delivery of customer service excellence
• EDI & e Nabler order management through cost effective transactions
• Including queries and system outages
• At least 3 - 5 years experience in a leadership role
• Business awareness and commercial judgement including strong relationship management & communications skills
• Self motivated ,excellent organisational/time management skills
• Understanding of continuous improvement methodologies and strong problem solving skills
• Demonstrated focus on HSSE requirements
• Experience in stakeholder management & influencing outcomes
• Experience in coaching and leading a team
• Advanced IT skills, MS office, Databases, JDE & Siebel knowledge desirable
• Supervision of the order fulfillment management process including order entry, customer attention and order tracking
• Manage performance of the CS team members, including coordinating hiring processes and executing effective performance reviews
• Promote the profitable anticipation and satisfaction of customer needs working close to the CS team members and commercial team
• Coach CS team members to advance our Company Culture as well as to be connected to the CS team Mission of continuous improvement of service level to customers and to advance in productivity gain and talent management
• Responsible to measure KPIs and to apply gained knowledge to lead profitable actions to improve service and order fulfillment process efficiency
• Monitor the system to identify Delivery creation failures. Determine root cause and correct or refer to user who can troubleshoot/resolve issue
• Manage the resolution of product availability issues including: execution of product allocation including set-up and maintenance of allocation in the system, frame the alternatives and ensure timely decisions at the required DOA to resolve availability issues, communicate decisions and ensure execution across the supply chain (Supply Chain, Customer Service and Logistics)
• Manage a portfolio of key customer accounts and be responsible for order fulfilment from receipt of purchase orders to billing processing on an excellent manner such that sales orders are entered in CRM, shipments processed and proper paperwork is released in a timely and accurate manner so that customer needs are met
• Manage customer accounts within CRM; requesting new accounts to be established through INVISTA Credit and review/update existing accounts with new ship to locations, new contact person, extensions to other INVISTA entities, address changes upon commercial and/or customer requests and manage customer returns, debits, credits, etc
• Resolve customer issues as lead investigator for assigned order fulfillment complaints which could include initial review of documentation discrepancies or shipping issues and engage additional resources as needed to resolve
• Interface with supply chain planners and logistic team to help minimize costs associations with product transitions and/or movement through key issues
• Develop assigned customer accounts by working closely with the commercial team to ensure frequent, accurate and effective communication
• Understand and maintain customer interactions and inquiries in CRM keeping all the customer knowledge within the system
• Support and partner with field sales and technical service personnel in their efforts to sell strategic offerings and maximize account penetration by identifying sales
• Bachelor's Degree in Business, Supply Chain, or a closely related discipline from an accredited college / university
• Minimum of 5 years of customer service or business experience
• Minimum of 1 year of supervisory experience
• Minimum of 1 year of experience using pivot tables in Excel
• Experience with SAP SD module and / or SAP CRM or similar ERP
• Bachelor's Degree in Business or Supply Chain
• Customer service or business
• Manage reporting of weekly Tracking Reports including: X-Date, Cross sell and Account Renewal Review activity of service staff reporting to the regional VP. Also monitor activities in AMS360 for quality control utilizing Calabrio. Monitoring and gauge utilization of ProTrac
• Analyzing data from Allegiance software after PL Retail surveys are concluded. Responsible for outbound contact of detractors for Allegiance/NPS Surveys and follow through update in AMS
• Manages Book Roll projects and associated client communications and administrative tasks. Responsible for participating in special projects as requested by management, which may include, but is not limited to, carrier projects and assisting with strategic planning
• Provide Flood coverage sales and customer service support through agency Flood Unit. Handle all walk in clients for policy sales and service requests when ISS or R & R team member are unavailable
• Performs Upsell and Cross Sell tasks. Conducts Renewal reviews as directed by management to speak with a targeted customer base determined by a set number or risk level
• First level support of personal lines clients needing management assistance. Remarket and Rewrite requests as well as pro-active R & R for MPIUA and Non-Renewal carrier requests. Non-Renewal Remarket and rewrite requests
• Manage attendance of service staff reporting to Regional Assistant VP. Float to offices within region as requested by VP to ensure staffing levels
• High School diploma required
• 10+ years insurance agency experience is required / 7+ years’ experience at EIG
• MA Property and Casualty Brokers License is required
• Knowledge of AMS360 or other agency systems required
• Strong knowledge of personal lines products offered through the agency within the state of Massachusetts as well as associated laws and requirements of government agencies
• Excellent computer knowledge and proficiency with Microsoft Office products such as Outlook, Excel and Word are required

Home Energy Customer Service Team Leader Resume Examples & Samples

• Provide excellent customer service through the delivery of easy to use accessible services and ensure quality outcomes for customers
• Support the delivery of an effective and efficient operational service
• Ensure adherence to key metrics linked to maximising productivity, improved quality and KPIs
• To implement an effective and robust performance management framework to improve quality and productivity; driving performance through achieving targets and personal achievements
• Act as a point of escalation for Advisors to manage more complex enquiries
• Provide clear effective leadership to inspire, motivate and empower team members to deliver excellent customer service
• Assist in the recruitment, training and ongoing development of team members
• Identify skill requirements to fulfil key tasks and ensure team members are able to manage enquiries across all customer contact channels to maximise productivity
• Facilitate regular communications and embed team working through team meetings and engagement activities
• Measure and manage adherence against key metrics, KPIs and associated outcomes at an individual and team level
• Ensure effective performance management and development of team, undertaking formal meetings via the ENGIE performance management and disciplinary process where required
• Understand and utilise statistical information to: identify trends, manage individual performance, ensure productivity, identify cost reductions and prevent failure demand
• Manage escalated enquiries, complaints and feedbacks ensuring these are resolved at first point of contact, where possible, or escalates through agreed processes
• Maintaining personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant manager
• Support and deputise for the Operations Manager when required
• Act in accordance with ENGIE’s Safety, Health & Equal Opportunities (SHEQ) policies and ensure compliance with all ENGIE policies and procedures
• Working closely with the operations manager contributes to budgetary management of the service and ensure administrative processes are undertaken
• Able to develop positive relationships with a range of people including key stakeholders, customers and clients
• Liaise with internal and external customers to maintain positive relationships, identify areas for improvement and share feedback
• Contributes to the delivery of excellent customer experience
• Contributes to the efficient delivery of services
• Contributes to growth opportunities and acts as an ambassador for Customer Service across the business
• Good general education with a minimum of 4 GCSE at grade C or above including Maths and English, or the equivalent, and/or relevant experience
• Evidence of continual professional development
• Good literacy, numeracy and ICT skills
• Possesses a recognised Customer Service qualification e.g. NVQ or ICS
• Possesses a Coaching or Management qualification
• Leading a team of Customer Service Representatives, working in a fast paced, target driven environment; developing and motivating the team to deliver excellent customer service whilst achieving the departmental targets and KPI's
• Manage the team’s workflow to include incoming and outgoing calls, emails and social media responses
• Create an environment of high performing professionals – to coach, develop and motivate individuals and the team to achieve the highest standards
• To evaluate and highlight any potential areas of improvement and apply preventative planning to resolve
• Motivate and energise the team
• Provide feedback to the team following call observations to ensure developmental plans for representatives are implemented
• Assure ongoing compliance with quality and industry regulatory requirements
• Comply with all company policies and procedures
• Carry out any other duties as reasonably required by the management
• Education – A minimum of an Associates (AA/AS) degree in a technical or related field or equivalent work experience
• Experience – A minimum of 4 years in Branch or Operations Management, inside/outside sales, plus a thorough knowledge of the distribution industry and KIT products
• A minimum of 2 years of demonstrated leadership abilities, training and supervisory experience required
• Prior Collections experience preferred
• Knowledge of legal processes related to litigation
• Prior experience managing teams is preferred
• Ability to coach and provide meaningful feedback to employees
• Understanding of regulatory/legal landscape related to collections litigation
• Ability to work with audit, compliance and regulatory constituencies to manage work in accordance with established procedures and relevant regulations and laws
• High School diploma and a minimum of one year customer service at Pactiv
• BA/BS degree preferred
• SAP experience required
• Demonstrated ability to train and manage a team
• Experience with managing customer service projects
• Exhibits leadership qualities, including the ability to lead, motivate, and mentor others
• To lead the Customer Service team ensuring consistent delivery of customer service excellence for the ANZ Lubricants business within nominated KPI measures and adherence to policy and procedures
• Proactively build and maintain relationships with key business stakeholders by identifying opportunities for continual process improvement
• Lead and live our values and behaviours ,ensuring identification of issues affecting the team, escalate as appropriate and assist with the implementation of long term solutions to minimise customer impact
• Direct leadership accountabilities; Ensure staff have up to date My Plans, conduct performance reviews as per company schedule including 70:20:10 development plans aligned to their My Profile or role requirements
• Regular 1:1 discussions & Team meetings which include communication & management of performance , values and behaviour aligned to the delivery of key performance indicators and quality customer service
• Define & implement continuous improvement for team activities including relationships, accurate and timely order management & query turnaround time in accordance with current KPI measures
• Ensure timely and effective business & customer communications
• Develop opportunities in conjunction of Team Coach to improve knowledge & performance, through training, process improvements and shared learnings to challenge and enhance existing standards
• Ensure the Team Coach regularly reviews training requirements across the O2F Lubes team and provides quality assurance feedback for inbound customer service calls
• Foster positive working relationships with teams across GBS ANZ/Asia and Lubes Sales Managers
• Ensure utilisation of Siebel and adherence to Issue Resolution procedure
• Provide support to the team during peak periods or absenteeism actioning inbound orders & calls
• Demonstrated experience in a customer service environment
• Self motivated,excellent organisational & time management skills
• Demonstrated capability in problem solving techniques
• Understanding of continuous improvement methodologies
• Experience in motivating others
• JDE & Siebel system experience preferred
• Support the After Sales Manager & Customer Relations Manager in meeting or exceeding profit and loss objectives through effective and efficient staff scheduling to manage our resources and provide excellent service to our customers
• Support IKEA’s Customer Promise to make it a living reality throughout the whole store
• Enhance our employee engagement by supporting the development and coaching of Customer Relations co-workers to ensure they meet the expectations outlined in their Key Tasks
• Maintain service areas in "shape as new", consistently clean, organized and ensure shopping tools are always available throughout the store to meet IKEA Commercial Review standards
• Partner with Safety & Loss Prevention to ensure policies, proper procedures, and audits are adhered to as well as inventory control procedures
• Support the After Sales Manager & Customer Relations Manager to develop cross-trained, empowered co-workers who make decisions to benefit both the customer and store
• Execute annual action plan for Customer Relations to maintain key figure goals and hourly budgets
• Contribute as a member of the Services leadership team and lead the Co-workers
• Assume responsibility for other tasks and projects as they occur
• You’re an experienced leader and confident decision-maker with a commitment to delivering consistently outstanding customer service for both IKEA’s customers and your fellow co-workers
• Demonstrate exceptional communication and relationship-building skills
• Ability to prioritise and organise work and the work of others in order to make the most efficient use of the time available, including planning of staffing needs
• Attention-to-detail with good analytical and problem-solving skills
• A passion for sharing your knowledge
• Retail supervisory experience a must (experience inside IKEA and completion of our internal training programs will be highly regarded)
• Proficiency with MS Office and using software relating to cash handling and scheduling will also be highly regarded
• Team Leadership
• Order to Cash process flow
• Master Data Administration – item, price, customer, supplier
• Customer satisfaction
• Cross functional team relationship management
• Standard Operational Process compliance
• Promotion and follow up on CS strategy
• Participation on improvement initiatives
• Provides functional customer service, order management and leadership supporting our Commercial channel
• Supervises a select group of customer service representatives
• Creates, manages and monitors teams’ daily / weekly metrics on their MDI [managing for daily improvement] board
• Coaches team on continuous improvement; hosts RIEs [rapid improvement events] where appropriate. Able to develop counter-measures when metrics do not meet intended service levels and use 9 step problem solving experience
• Interacts with key stakeholders directly; able to facilitate communications and build rapport and trust
• Review reports from OBI and take appropriate action with the team or on your own
• Responsible for ensuring all team members are appropriately trained to provide superior service and support
• Supports GSM / DM in achievement of Departmental Sales, Gross Margin, Inventory Shrinkage and Payroll Goals
• Provide daily direction to the associates within the department
• Prepare to-do / Task lists

HP CS Tl-customer Service Team Leader Resume Examples & Samples

• Maximise collections efficiency and minimise bad debt exposure, managing the process and controls in relation to reducing overdue debt and manage risk
• Assisting with the delivery of the Credit Management strategy to improve collections performance, reduce operating costs and deliver an improved service for customers
• Analyse ledger data and activity and take the necessary action to maximise settlement
• Manage individual performance against key metrics
• Ensure compliance with company credit policies, procedures and relevant regulations
• Support, guide and proactively manage the operational team in driving Haven Power forward as a leading customer service provider within the SME electricity industry
• Drive and Motivate team members to deliver against core objectives through the consistent application of 121 reviews and personal development coaching
• Manage attendance with particular attention to monitoring sickness and addressing potential work related issues contributing to lack of attendance/team performance
• Produce timely, accurate management information on all aspects of team performance
• Keep staff fully informed of major business issues and establish an effective two-way communication channel
• Co-ordinate team workflow reprioritising workloads as necessary to ensure all critical activity is completed on a consistent basis
• Regularly evaluate the consistency of application of current operating procedures within the team implementing corrective action where applicable to ensure compliance with procedures in place
• Periodically assess the skill set of team members and highlight areas of development with Learning and Development with clear action to address gaps identified and support career progression
• Key influencer with highly effective negotiation and communication skills
• Financially astute with commercial acumen and attention to detail
• Good understanding of best practise debt recovery and cash collection techniques to maximise the early collection of cash from our customers and minimise bad debt
• Ability to identify and develop opportunities to maximise cash flow and improve financial performance
• An aptitude for people management with the ability to motivate and drive performance on a consistent basis
• Ability to address areas of underperformance demonstrating a capability of handling difficult conversations
• A basic understanding of the Electricity industry
• An understanding of the regulatory environment that governs the Electricity Industry
• A proven ability to deliver through others through the application of influencing and negotiation technique
• Strong team player, able to work effectively as a member of the management team sharing working methods to enhance overall performance of the operational floor
• Driven and enthusiastic individual, persistent in their approach to delivering against agreed business objectives
• Proven ability to effectively plan and organise in the short, medium and long term
• Extensive knowledge of Microsoft Word, Excel and PowerPoint
• Associate's degree (A. A.) or equivalent from two-year college or technical school
• Or Six months to one year related experience and/or training
• Or equivalent combination of education and experience
• Speaking in front of groups of employees and customers
• Resolving customer and employee concerns efficiently and accurately
• Proficient with Microsoft® Word, Excel, Outlook and PowerPoint software applications
• Ability to navigate on web based applications and Pella software
• Lead a team of Customer Service Representatives responsible for resolving incomplete test requisition forms
• Proactively adjust workflow to insure inbound, outbound and VIP needs are met
• Address escalated client and patient concerns
• Act as the liaison between laboratory accessioning and customer service
• Provide weekly KPI reports to the Customer Service Manager and Sales Operations team
• Deliver both onboarding and ongoing training as needed
• Resolve routine customer requests with products or services via inbound, outbound calls, or the Internet
• Speak with customers in a courteous, friendly, and professional manner using protocol procedures
• Inquire, clarify, and confirm customer requirements and understanding of the solution. Provide additional customer education as needed
• Support field operations in maintaining support services for improved patient access to the Sequenom Laboratories' portfolio of tests
• Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance
• Ensuring full service carryout for all customers as policy dictates
• Maintaining a friendly selling approach to customers that is in line with commitment to the Meijer Friendly program
• Overseeing and ensuring prompt, efficient and accurate check out of customers
• Developing and implementing solutions for problems and issues that will arise on the front-end
• Maintaining productive, clean, organized, well-stocked front-end operation within stated guidelines
• Exhibiting, training, ensuring and enforcing proper scanning and bagging procedures
• Controlling and minimizing inventory shrinkage ensuring proper register procedures, properly recording sales and following (checkpoint) electronic article surveillance procedures
• Managing the cashier performance reporting process and coach/discipline team members
• Communicating all price discrepancies to the Freshness and Pricing Manager
• Ensuring the execution of proper training to all team members regarding company policies/procedures
• Ensuring compliance with all federal and state regulations regarding governmental programs
• Maintaining company standards regarding the parking lot and exterior of the location, including trash receptacles, sidewalk area and entryway areas
• Proper training of all new front-end team members regarding all company policies, procedures and programs regarding front-end operations
• Enforcing dress code and grooming standards to Meijer policy
• Writing and managing the front-end schedules in order to achieve first class service levels while achieving expense control objectives
• Oral and written communication/language and mathematical skills
• Speak clearly and persuasively in positive or negative situations
• Listen and gets clarification; Responds well to questions
• Write clearly and informatively
• Present numerical data effectively
• Carry out supervisory responsibilities in accordance with Meijer polices and applicable laws
• Must have the ability to lift up to 50 lbs
• Must have the ability to read and interpret documents such as department manual
• Must have the ability to write routine reports and correspondence
• Must have the ability to calculate figures and amounts as discounts, interest, commissions, proportion, and percentages
• Make self-available to staff; assist with developing subordinates' skills and encouraging growth
• Continually works to improve supervisory skills
• Ability to prioritize work tasks, multi-task, and maintain focus
• Contribute to building a positive team spirit
• Show respect and sensitivity for cultural differences
• Promote a harassment-free environment
• Accept responsibility for own actions
• Align work with strategic goals
• Ability to communicate effectively with customers
• Work within approved budget
• Contribute to profits and revenue

Commercial Customer Service Team Leader Resume Examples & Samples

• Three to five years of operations experience in the financial services industry
• Two or more years of supervisory/management experience
• Thorough knowledge of operation functions, systems, policies and procedures for the assigned area
• Strong organizational, managerial and project management skills
• Thorough knowledge of banking operations and human resources
• Manage the team to deliver a first class customer service
• Control the recruitment, development and coaching of individuals
• Monitor individual and team performance against agreed KPIs and implement appropriate action through support, training and coaching
• To be positive and professional and create a ‘can do’ team spirit which delivers a friendly and helpful service to all customers
• Manage escalated in-depth and difficult issues to achieve an agreed outcome
• Suggest and implement continuous improvements to remove the root cause for customers to contact CHEP and to reduce process lead time
• Build meaningful and supportive relationships with people across all levels both internally and externally through effective communication
• Drive commitment for the vision of customer services across the department and the business
• At least 18 months experience in your current role
• At least 4 years experience in a customer service environment
• Supervisory experience
• Ability to make decisions under pressure
• Ability to initiate & accept change
• Excellent time and task management skills
• Knowledge of CHEP systems (Siebel, SAP, BW, Filenet, Portfolio)
• Customer service experience (5+ years)
• Proven experience in coaching and leading a team (3-5 years)
• Educated to A Level standard or equivalent
• High Level of IT proficiency in Microsoft packages
• Strong English and Italian language knowledge

Related Job Titles

• Customer Service Lead Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on Customer Service Lead Resumes:

• Manage and lead a team of customer service representatives
• Develop and implement customer service policies and procedures
• Monitor and analyze customer service metrics to identify areas for improvement
• Train and coach customer service representatives on best practices and customer service skills
• Handle escalated customer complaints and issues
• Collaborate with other departments to ensure a seamless customer experience
• Conduct performance evaluations and provide feedback to team members
• Develop and maintain relationships with key customers and stakeholders
• Stay up-to-date on industry trends and best practices in customer service
• Lead special projects and initiatives to improve customer service and satisfaction.

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Customer Service Lead Resume Example:

• Successfully designed and implemented a customer service strategy that resulted in a 25% increase in customer satisfaction scores within a year.
• Recruited, trained, and managed a team of 8 customer service agents, resulting in a 50% decrease in customer complaints and a 75% increase in customer retention rates.
• Developed and managed customer service initiatives and policies to deliver an efficient and effective customer experience, successfully reducing customer complaints and increasing customer loyalty by +15%.
• Achieved customer service excellence and established an employee-focused culture by training, mentoring, and setting objectives for customer service staff and providing timely feedback on the quality of service and productivity metrics.
• Revamped the customer service policy manual, resulting in a streamlined customer service process and a 35% reduction in call handle time.
• Conducted regular customer surveys to gather customer feedback and insights, resulting in the development of new customer success initiatives and a 30% increase in customer loyalty.
• Tracked and analyzed customer service data, resulting in the identification of key areas for improvement and the implementation of new processes and systems, leading to a 20% increase in overall customer satisfaction.
• Designed and implemented a customer success program that helped retain customers and improve customer loyalty, resulting in a 40% decrease in customer churn rate
• Oversaw daily operations of the customer service department, ensuring quality customer service and a 100% compliance with customer service standards
• Monitored customer service trends and best practices and recommended changes to customer service policies, resulting in the implementation of new technologies and processes, leading to a 15% improvement in overall customer satisfaction scores
• Proven customer service leadership
• Exceptional conflict resolution skills
• Strong problem-solving and analytical capabilities
• Excellent communication, negotiation and interpersonal skills
• Ability to manage customer expectations and complaints
• Demonstrated ability to implement customer service initiatives
• Experience using automated billing systems
• Adept in training and mentoring customer service staff
• Ability to motivate staff and improve customer satisfaction
• Knowledge of quality management system standards and protocols
• Skilled in developing and enforcing customer service policies
• Proficient in developing and monitoring customer service metrics
• Thorough understanding of customer service trends and best practices
• Communication

Top Skills & Keywords for Customer Service Lead Resumes:

Hard skills.

• Customer Service Management
• Call Center Operations
• Complaint Resolution
• Quality Assurance and Control
• Performance Metrics Analysis
• Team Management and Leadership
• Training and Development
• Process Improvement
• Data Analysis and Reporting
• CRM Software Management
• Conflict Resolution
• Project Management

Soft Skills

• Leadership and Team Management
• Communication and Interpersonal Skills
• Collaboration and Cross-Functional Coordination
• Problem Solving and Critical Thinking
• Adaptability and Flexibility
• Time Management and Prioritization
• Empathy and Customer-Centric Mindset
• Decision Making and Strategic Planning
• Conflict Resolution and Negotiation
• Coaching and Mentoring
• Active Listening and Feedback Incorporation
• Emotional Intelligence and Relationship Building

Resume Action Verbs for Customer Service Leads:

• Coordinated
• Streamlined
• Facilitated
• Implemented
• Collaborated
• Prioritized
• Communicated

A Better Way to Build Your Resume

Resume FAQs for Customer Service Leads:

How long should i make my customer service lead resume, what is the best way to format a customer service lead resume, which keywords are important to highlight in a customer service lead resume, how should i write my resume if i have no experience as a customer service lead, compare your customer service lead resume to a job description:.

• Identify opportunities to further tailor your resume to the Customer Service Lead job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

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Related Resumes for Customer Service Leads:

Customer service specialist, customer service associate, customer service coordinator, customer service executive, customer care manager, customer service representative, customer support specialist, customer service manager.

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30 Customer Service Resume Examples for 2024

Customer Service Resume

• Customer Service Resumes by Experience
• Customer Service Resumes by Role
• Writing Your Customer Service Resume

As the face of the organization, the customer service team is instrumental in building and maintaining a business’s reputation.

To be a successful customer service professional, you must have a wide-ranging skillset—patience, empathy, critical thinking, and detailed knowledge of your company’s products or services.

With such a tall order, you shouldn’t also have to be an expert at  building a resume . Our easy  resume tips  are available at your fingertips!

We’ve analyzed countless resumes and  chosen the 30 best customer service resume samples to help you land your next job in 2024 .

Furthermore, we’ll share our recommendations and advice so you can put your best foot forward on your resume; before you know it, you’ll also be ready to tackle your  customer service cover letter !

or download as PDF

Why this resume works

• The best way to do this is by making your points concise and highly relevant to the job to which you’re applying. If you include a  resume summary , tailor it to the business to which you apply. As a rule of thumb, the more you customize and  fine-tune your resume  for each job application, the more likely you are to get an interview. 

Entry-Level Customer Service Resume

• Choose two tastefully contrasting fonts: one for your section headers, and one for your body text. 
• Leverage white space throughout your resume to give it a clean, easy-on-the-eye, professional feel.
• We suggest bold (but not garish) colors in the header and titles to draw attention.
• Say goodbye to excess white space by adding some relevant projects you’ve worked on.
• Just make sure they relate to the  customer service job description  and emphasize your most relevant skills.

Customer Service Associate Resume

• Something very impressive on a  customer service associate resume  is when you’ve gone the extra mile to be certified. Definitely include any licenses or certifications you have in a dedicated “Certifications” section.
• Our  user-friendly resume templates  and  Google Docs resume templates  allow you to quickly add a section just for certificates and licenses.
• For example, “Handled an average of 40+ customer complaints per day with a 93% customer satisfaction rate.”

Customer Service Manager Resume

• Don’t worry though! You can easily tailor it by mentioning the specific job title you’re seeking, the company’s name, and any position-specific skills you’ve learned. If these kinds of details paralyze you, take a breath; now, make a resume with one of our  free resume templates  or  Google Docs interactive resumes  that already have sections laid out for your objective.
• Though including a  resume objective  is optional, we recommend one if you’ve had a career change, are entry-level, or simply need to effectively fill a little space on your resume.
• If you choose to add it, make sure it’s unique and personalized for every application you submit. That’s right. Every single one.

Customer Service Lead Resume

• Also, a technical support specialist position might have refined your problem-solving skills and technical knowledge, essential for resolving issues beyond the first line of support. A moment or two when your leadership stance shone brightly is a welcome addition to your customer service lead resume.

Senior Customer Success Manager Resume

• Here’s the inside scoop: dig into the job ad to get a grasp of what hiring managers are after, whether killer communications skills , a track record of success in customer handling, or knowing your way around the latest industry software (think Salesforce, Slack, and Zendesk). Then, spotlight these proficiencies in your showpiece. See? A piece of cake!

Customer Care Resume

• Think along the lines of “Spearheaded the integration of Freshdesk to streamline client communications, reducing response time by 37%” and “Negotiated service agreements with high-value clients, bringing in $576,987 in new business”. These should be your highlights—front and center of your resume’s work experience section. After all, wouldn’t you notice a candidate with figures to prove they’re a mover and shaker?

Airline Customer Service Resume

• In the same line, use larger fonts to draw the hiring manager’s attention to different essential parts of your resume. For example, role titles should be in a larger font and title case format, while terms accentuating your skills, hobbies, contact information, and education should be in uppercase.

Healthcare Customer Service Representative Resume

• Take David’s points for example. See how they use multiple skills in their points to show prospective employers that they’re well aware of what’s trending in the healthcare service industry.

Customer Experience Resume

• Remember, that this field usually only requires a high school diploma so no matter what qualification you have, add it in. Leaving the education sector of your customer experience resume blank will only worsen your chances of getting hired.

Customer Service Call Center Resume

• It’s fine even if you mention them in other unrelated job roles. Just ensure that you clearly state how your assistance helped customers in a particular scenario.
• If you run out of room in your resume, remember that a cover letter generator can help you expound quickly on the details you care about sharing.

Customer Service Bank Resume

• Even if it’s only a short stint, mention how you went beyond resolving technical issues at a desk by adding your ability to make personalized follow-ups, maintain high-data accuracy rates, and implement any customer feedback provided.

Insurance Customer Service Resume

• Remember that expertise in communication efficiency, accurate responses align well with the requirements of the role since you will be handling customers.

Client Service Manager Resume

• And if you may, add your metrics on improving customer satisfaction to further prove your potential.

Customer Service Specialist Resume

• Luckily, customer service is typically a metric-heavy role. From sales to customer reviews to retention, there’s a lot of numbers you can draw upon, such as customer satisfaction scores, how many customers you helped, and sales targets you exceeded.
• Metrics draw the eye of the resume reader and increase the length of time they’ll review your  customer service specialist resume , which increases your likelihood of getting an interview. Since a hiring manager will, on average, spend six seconds reviewing your resume, hooking their attention quickly is key.

Retail Customer Service Clerk Resume

• The structure of your  retail customer service resume  can either help or hurt the flow of the employer’s reading experience and affect whether or not you get that interview.
• We suggest you experiment with an array of  resume templates  and go for the one that zooms in on your greatest selling points.
• Sprinkle in impressive numerical metrics such as team headcounts, sales targets met, and payment processing accuracy percentages whenever possible.

Customer Success Manager Resume

• Challenge yourself to prove your impact with metrics.
• For example, how much time did you save in labor hours? How much did you increase profits for the company? Provide any details that show how quickly you could boost numbers at the next business that’s smart enough to hire you. 
• Striking a good balance between hard and soft skills is tricky, but doable—the  skills section on your resume  can emphasize the soft skills that made those impressive numbers happen in the first place.

Bilingual Customer Support Resume

• For example, you can mention the number of reward program members you signed on, the number of customers you helped per shift, the number of performance-based awards you earned, and the percentage of bilingual clients who specifically returned to you for assistance.
• Pass the automated tracking system filter by peppering your skills section with relevant keywords you’ve taken the time to mine from the  job description .
• Just be sure the keywords you glean from the job description truly match the skills you possess! Better to be a master of a few talents than have a surface knowledge of many.

Customer Service Consultant Resume

• Having trouble breaking up with the roles you had in high school? You can save old positions in a separate document, just in case. Just reassure yourself that you can discuss this expertise during an interview.
• Rather than cramming your work experience down to microscopic font size, try honing in on your most relevant work history. 
• Since you probably have plenty of experience, you may want to consider including a  resume summary , which can give a valuable overview of your skills and how they’ve driven results over the course of your lengthy (10+ years for a summary) career. 

Customer Service Agent Resume

• As long as you’re not distracting from the content of your resume, go ahead and get a little creative. 
• Do this by  organizing your resume  into distinct sections (subheadings are your friend), and use an unexpected pop of color to draw on your personality. Who said your resume has to be boring? 
• Focus on adding hard skills, like Zendesk, Salesforce, and Microsoft Word.

Customer Service Success Specialist Resume

• Hiring managers in the customer service field often have less than a minute to review your resume, so it’s important that you place the most relevant information where they’ll see it! 
• Emphasize growth in your career by ordering your work experience in a  reverse-chronological resume format , meaning that your most recent experience will be listed at the top of the page. 
• Including numbers in your work experience bullet points shows the employer that you’re great at your job! Ultimately, they’re looking for specialists who can perform the job well, and numbers prove that you can. 

Customer Service Coordinator Resume

• That’s right. Your resume doesn’t need to look computer-generated to command respect. In fact, using a sprinkle of color can demonstrate your confidence and individuality, making you an even more appealing candidate. 
• A word of caution: While more companies are valuing the individuality and flair of applicants, there are times when toned-down colors (like deep navy, slate gray, or hunter green) may be more appropriate. This can be especially true if you’re applying to a larger corporate business. Determine what’s best by investigating the  customer service job description’s  work culture.

Customer Service Advisor Resume

• Now, that doesn’t mean you need to bring the entire color wheel to your resume. Instead, focus on grabbing recruiters’ attention by using one or two colors for your section titles. You can start from scratch to find a visually-appealing color, or use a  resume template  if you’re not artistically inclined. 
• Take your resume personalization to the next step by adding a  career summary  section if you’re a total pro in the field with more than a decade of experience. Use this section for some humble bragging and tell hiring managers about your biggest accomplishments over the course of your career. Because if there’s any good time to brag, it’s on your resume, right?

Customer Service Technician Resume

• It’s surprisingly easy! Using hard numbers throughout your resume makes hiring managers slow down and read more carefully, plus using metrics supercharges your resume clout and indicates that you know your value (literally). 
• Don’t be afraid to highlight your  hobbies and interests on your resume .
• But, please, please ensure you can relate them to the job. If you’re including a super interesting hobby, a hiring manager is almost certainly going to ask you all about it. You better 1.) actually do that hobby, and 2.) be able to relate that hobby to relevant customer service tech job skills. 

Customer Service Representative Resume

• So, instead of simply adding ‘Sales’ as a skill in your customer service representative resume , use an example of where and how you used said skillset. Try, “Boosted high-end electronic sales by 34% through deep product knowledge and personalized demonstrations.”

Call Center Customer Service Resume

• Format your resume so that your most recent experience and achievements are at the top of your call center customer service resume . By doing this, you’re presenting those highlights in a way that they’re the very first thing a recruiter will probably look at.

Professional Customer Service Resume

• Let’s say you have a Certified Customer Service Professional (CCSP) certification on your professional customer service resume—it immediately lets a potential employer know you’re well-equipped and ready to provide exceptional customer service.

Customer Service Supervisor Resume

• If you know your way around a specific CRM or management software, don’t miss the opportunity to add it to your customer service supervisor resume and show an employer you’re a well-rounded candidate.

Remote Customer Service Resume

• By using a remote customer service resume template that’s clutter-free and spotlights what’s really important, you can show a recruiter what they need to see to form a positive opinion of you.

Customer Service Sales Resume

• Let’s take the poetry writing, portrait sketching, and vector illustration mentioned in this customer service sales resume . They convey that you have a knack for being creative, understanding design, and paying attention to detail—all of which will come in handy in your professional role.

Related resume guides

• Receptionist
• Sales Associate
• Front Desk Receptionist

4 Tips to Improve Your Customer Service Resume Today

Customer service resumes have gone beyond a simple list of experiences and education that prove your worth. Now, they’re as varied as the candidates themselves. Before writing a resignation letter and applying for your next job, check out BeamJobs’ list of recommendations to make your resume sound professional, look neat, and prove without a doubt that you’re the best candidate. We’ll cover:

• Customer service skills
• Formatting your customer service resume
• Quantifying your previous impact
• Customizing your resume for each job

Tip 1: Confidently choose your customer service skills

The  skills section of a resume  might be short, but it packs a punch. This is where you sell what you’re capable of and what you can do. This section is especially important for ATS to keep you in the running, so it’s crucial to pay attention to what skills you possess.

You should list both hard skills (like Microsoft Office Suite, HubSpot, or HelpDesk) and soft skills (like organization, problem-solving, and interpersonal communication). The best place to find applicable skills would be the job description itself—see what’s required for the tasks listed, and then use those tasks to steer you in the right direction.

Let’s say you run across a  customer service job description  requesting bilingual support like this:

• Answer telephone calls and emails promptly in Spanish and English
• Maintain and extend client base through positive customer interaction
• Excellent verbal and written skills in both Spanish and English
• Strong organizational and analytical skills 
• Flexible—must be able to work independently AND with a team daily

Based on the job description, it’s clear this company values a bilingual, organized individual who is an effective communicator. These skills (as long as they accurately define you) should serve as the foundation of your skills section. And a word to the wise—don’t apply for a job if you can’t honestly say you own the skill set required. 

Now, it’s time to tailor your skills section to the job description, which could look like this:

• Bilingual (Spanish and English)
• Organized 
• Strong verbal and written communication 
• Proven customer success 
• Empathetic 
• Methodical and thorough documentation 
• CRM (HubSpot)

Not every customer service job description will look like the one above, so your skills section should reflect the role for which you’re applying.

The following skills would be great additions to other customer service positions:

• Data analysis
• Metrics-driven
• Customer service reporting
• Self-motivated
• Social media
• Creative problem-solver
• Inquisitive

Tip 2: Format your resume for the ATS and recruiters 

When you open the pages of a book, what’s more inviting: dense blocks of text with little color or short paragraphs with headings, indents, and plenty of white space? The latter is easier to read and, thus, more inviting. Your customer service resume needs to follow the same principle since it’s your first impression. Make the recruiter’s job as easy as possible by being neat, easy to read, and understandable. 

There are multiple ways to achieve this, but one of the easiest is to put things in  reverse-chronological format . This helps recruiters know immediately where you’re coming from. (For example, if you recently worked as a customer service representative, you’ll have a shorter adjustment period. And even if you were a customer service rep a few years ago, the reverse-chronological order will help recruiters quickly assess your qualifications.)

Further suggestions for keeping your resume easy to read: 

• Bullet points rely on keywords, essential for making your resume ATS-friendly. The condensed structure and repetitive points also relieve eye strain when reading.
• Place the customer service title beneath your name to make it easier for the recruiter to keep that specific job in mind as they scan your resume. This is especially crucial when a company is hiring for multiple positions.
• The average time a recruiter spends looking at a resume is six to seven seconds, which means you should only include necessities. Anything else that’s relevant can be brought up in the job interview.
• Some companies see them as antiquated, but others like knowing exactly what you’re aiming for. Scan resumes in the job field to see if others include them, and consider reaching out to current employees on LinkedIn for advice.
• Primarily, fancy icons or images may confuse the ATS. Beyond that, leaving them off your resume looks more professional; plus, it leaves room for more important things, like skills or awards.

Objective or summary for your customer service resume?

Objectives and summaries  are a hot topic for resumes. It’s up to you to decide if an objective or summary is needed for your customer service resume. Typically, objectives/summaries are a good idea if you’re changing careers, you’re an entry-level applicant, or if you want to customize them for each application. Otherwise, it would be best to leave space for other things.

The difference between objectives and summaries rests in their purpose and your level of experience. Both are roughly two to three sentences, but  an objective describes your interest and qualifications for the job while a summary highlights your past work . If you have limited experience, you should choose an objective to sell why you’re the best candidate, but if you’re years into customer service, you could include a summary to describe your unique background.

No matter if it’s a summary or an objective, it should always be concise, informative, and personal ; this is your chance to show your personality and skills before the interview, so make it count.

When you write your objective, communicate your reason for applying and why you’d make a great candidate. Avoid making it generic, flat, or too casual: 

• College graduate looking for work in the customer service industry to start a life-long career. I’m hardworking, great with people, and skilled with computers.

Instead, your objective should be specific, detailed, and unique to both you and the job description. Try something that highlights your skills regardless of your experience level:

For those who have 10+ years of experience, a summary is the best way to go. Poor summaries have limited and vague information:

• I’m a manager who is seeking further professional growth. I’m good at resolving conflicts, handling money, and writing reports; looking for a job that will give me experience and career options.

Rather, a summary should be a highlight reel of your accomplishments and expertise. To further showcase your talent, add metrics here, too:

This summary is tailored to the position and outlines the candidate’s experience and skills while being personable and not too formal. By carefully crafting your objective or summary, you can rise above the competition in just two to three sentences.

Tip 3: Leverage metrics on your customer service resume 

Leveraging metrics is all about avoiding generality and demonstrating success. Most job description bullets don’t describe how successful, friendly, or efficient you were. However, saying, “Assisted 200+ customers weekly with technical questions with a 98% customer satisfaction rate,” tells the recruiter the specifics of your talents and abilities. 

Writing metrics for every single bullet point isn’t necessary, but including an estimate when you can is better than staying vague.

Some customer service metrics to add to your resume include:

• Customer satisfaction (CSAT) score: The core aspect of customer service is keeping customers happy, so providing high CSAT scores based on your interaction with customers is bound to get recruiters noticing.
• Net promoter score: Just like the CSAT, this gives an insight into how happy customers are with the company. 
• Employee retention rate: This statistic works well if you’re in a management position with a tight-knit group. That means your leadership has a direct effect on how many customer service reps leave or stay.
• Resolution rate: By showing a percentage of solved cases, you demonstrate your effective problem-solving skills and care for the customer.
• Customer effort score: This shows how much effort it took to get an issue resolved. Less effort means you’re easier to work with and more effective, which is why a low CES score is useful to add to your resume.
• Customer/employee numbers: Providing the number of teammates, employees, or customers you’ve helped or served is a great way to show your capability in helping large volumes of people.

Now that you know what kind of metrics to include, below are some examples of how you can use them in practice. If you have trouble calculating some of the aforementioned metrics,  HelpCrunch  or  Kustomer  have some helpful formulas. 

• Assisted over 250 patrons with technological questions monthly with a consistent 86 CSAT score based on interactions
• Extended the client base through positive, empathetic communication, resulting in a net promoter score of over 50
• Led a group of 20 employees through conflict resolution training, and updated onboarding processes that improved employee retention by 23%

Tip 4: Customize your customer service resume for the job 

Just as every company is different, no customer service position is identical. So, why would you submit the same resume for multiple customer service job applications? Tailoring your resume shows you have researched the job and helps corroborate your candidacy.

Check the following list for advice on how to customize sections of your resume:

• Mention the company by name and what you hope to accomplish. Check the “job details” section of the job description to see what the company hopes to achieve, whether it’s boosting customer loyalty or increasing customer satisfaction.
• Many customer service jobs require similar skills, but that doesn’t mean your skills should stay stale. Check the job description’s qualifications to scan for skill keywords to use. Keep it under 10 to avoid being excessive.
• Include the job description requirements in your resume as much as you can. If the job description says they’re looking for someone who will “standardize quality customer service through positive customer interactions,” mimic that wording on your resume to describe your past achievements. This helps make your resume ATS-friendly while highlighting your skills.
• No matter the customer service role you’re seeking, there are many ways to  write your resume  so that it’s relevant and unique to every application:

Customer service resume

• All of these are good ways to customize your job description points.
• Include a concise objective that mentions the company by name, and highlight why you’re qualified for the job.
• Have you assisted large volumes of customers or boosted overall customer numbers? Have you increased efficiency or used specific software discussed in the job description? 

Customer service rep resume

• Outcomes like increased sales or error reductions are great metrics to include.
• Highlight skills like empathy, friendliness, and negotiation in your skills section and job description bullets.
• Include your goals for your interactions with customers, like “established lasting relationships” to draw attention to your interpersonal skills.

Customer service manager resume 

• Use verbs like “directed,” “led,” or “modeled” to demonstrate productive leadership.
• Include a summary to showcase the success of your career so far and what you can bring to your new job.

Entry-level customer service resume

• For example, if you were a lab assistant, you had to be highly organized and a great problem-solver, which would work well in a customer service resume.
• Stress your ability to work well with people—include any courses,  extracurricular projects , or volunteer efforts where you interacted with people consistently. 

Retail customer service resume

• Include past experience where you solved problems, troubleshot issues, or resolved disagreements.
• Anything relating to product management would be an excellent addition—think of past jobs that dealt with marketing or sales, especially if you can provide metrics like increased revenue or reaching sales targets.

Customer success manager resume

• CSMs must be able to see trouble coming and steer clear, so include responsibilities where you proactively and positively improved the customer’s experience.
• Resilience and tenacity are two core elements of the customer success journey, so long-term projects and goals are solid additions to prove you’re willing to spend the time to get something done right. 

Bilingual customer support resume

• Include all languages in which you’re fluent in the skills section. Also, make sure to highlight your bilingual (or multilingual) abilities in your objective or summary.
• Mention how you improved your customer service strategies or practices as this will show you actively make customer experiences better for everyone.

Customer service consultant resume

• CSCs are also great advocates for both the customer and the company. They see things from both the customer’s perspective and the company’s, so keep your resume balanced between your advancements for the company and your success with customers.

The keys to your customer service resume

Resumes are your first impression, so it’s important you make a good one. By taking the extra time to customize and adjust your customer service resume, you’ll catch the eye of hiring managers. With your list of relevant skills, professional formatting, specific job metrics, and customized additions, your resume is sure to stand out from the competition.

Upload your resume to our  resume checker  to see if your resume meets our AI-powered recommendations. If you’re starting from scratch, use the  best free resume builder , which allows you to create resumes from the ground up with helpful hints and tools from BeamJobs. If you’ve made it this far, it’s safe to say you’re well on your way to crushing your customer service resume!

• • Led a team of 30 customer service agents, improving team efficiency by 25% through targeted coaching and process optimization.
• • Implemented a customer feedback loop that led to a 15% increase in customer satisfaction scores over a 6-month period.
• • Collaborated with cross-functional teams to streamline gate operations, resulting in a 10% increase in on-time departures.
• • Spearheaded the adoption of a new ticketing system, reducing check-in times by 5 minutes per passenger.
• • Orchestrated employee participation in safety training programs, achieving a 20% reduction in workplace incidents.
• • Championed an initiative to enhance the lost luggage claim process, recovering 500+ items for customers within the first quarter of implementation.
• • Trained and mentored a team of 20 agents, increasing team performance metrics by 30%.
• • Facilitated a seamless introduction of new self-service kiosks, cutting average wait times by 7 minutes.
• • Managed crisis situations, ensuring 90% customer retention rate following resolution of travel disruptions.
• • Negotiated with service providers to enhance lounge amenities, improving customer ratings by 20%.
• • Implemented a recognition program that boosted employee morale and reduced staff turnover by 15%.
• • Resolved 200+ customer inquiries per week, maintaining a resolution success rate of 95%.
• • Contributed to a 10% improvement in loyalty program enrollment by driving awareness through excellent service.
• • Pitched and executed a project to improve signage at check-in areas, enhancing navigation for travelers.
• • Assisted with the training of new hires, helping to shorten the average training period by 2 days.

25 Customer Service Resume Examples & Guide for 2024

Your customer service resume must clearly highlight your interpersonal skills. Showcase your ability to effectively communicate and resolve customer issues. Demonstrate your history of maintaining customer satisfaction. Provide examples of how you've contributed to positive customer experiences.

All resume examples in this guide

Entry-Level Customer Service

Client Engagement Manager

Client Service Manager

Customer Account Manager

Customer Care Manager

Customer Experience Manager

Customer Relations Manager

Customer Sales Representative

Customer Service Manager

Customer Service Retail

Field Service Manager

Service Advisor

Customer Service Associate

Customer Service Specialist

Retail Customer Service Clerk

Bilingual Customer Support

Customer Service Success Specialist

Customer Service Coordinator

Customer Service Technician

Call Center Customer Service

Customer Service Supervisor

Remote Customer Service

Customer Service Agent

Customer Service Consultant

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

Crafting a resume in the customer service field can be daunting when trying to highlight the variety of soft skills and problem-solving abilities you've developed. Our guide is designed to help you effectively showcase these talents through proven strategies and powerful wording that will catch an employer's attention.

• Defining the highlights of your customer service career through your resume summary, objective, and experience.
• Real-world customer service resume samples with best practices on how to stand out amongst the endless pile of candidate resumes.
• Most in-demand customer service resume skills and certifications across the industry.
• Standardizing your resume layout, while maintaining your creativity and individuality.

If the customer service resume isn't the right one for you, take a look at other related guides we have:

• Apple Retail Resume Example
• Call Center Director Resume Example
• Merchandising Manager Resume Example
• Phone Sales Resume Example
• Luxury Sales Resume Example
• Sales And Marketing Executive Resume Example
• Sales Team Leader Resume Example
• National Sales Manager Resume Example
• Visual Retail Resume Example
• Internet Sales Manager Resume Example

The ultimate formula for your customer service resume format

Our best advice on how to style your customer service resume is this - first, take the time to study the job advert requirements.

The resume format you select should ultimately help you better align how your experience matches the specific role.

There are four crucial elements you need to thus take into consideration:

• How you present your experience. If you happen to have plenty of relevant expertise, select the reverse-chronological resume format to organize your experience by dates, starting with the latest.
• Don't go over the top with writing your resume. Instead, stick with a maximum of two-page format to feature what matters most about your profile.
• Headers aren't just for "decoration". The header of your resume helps recruiters allocate your contact details, portfolio, and so much more.
• The PDF format rules. It's the most common practice to submit your customer service resume as a PDF so that your resume doesn't lose its layout. However, make sure the read the job well - in some instances, they might require a doc file.

Upload & Check Your Resume

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

List all your relevant higher education degrees within your resume in reverse chronological order (starting with the latest). There are cases when your PhD in a particular field could help you stand apart from other candidates.

Essential sections that should make up your customer service resume include:

• The header - with your contact details (e.g. email and telephone number), link to your portfolio, and headline
• The summary (or objective) - to spotlight the peaks of your professional career, so far
• The experience section - with up to six bullets per role to detail specific outcomes
• The skills list - to provide a healthy mix between your personal and professional talents
• The education and certification - showing your most relevant degrees and certificates to the customer service role

What recruiters want to see on your resume:

• Demonstrated ability to handle customer inquiries and complaints with patience and professionalism
• Proven experience with CRM software and phone systems
• Strong communication skills including active listening and clear articulation
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously
• History of achieving customer satisfaction and retention goals

What to include in the experience section of your customer service resume

The resume experience section is perhaps the most important element in your application as it needs to showcase how your current profile matches the job.

While it may take some time to perfect your customer service experience section, here are five tips to keep in mind when writing yours:

• Assess the advert to make a list of key requirements and look back on how each of your past jobs answers those;
• Don't just showcase you know a particular skill, instead, you need proof in the form of tangible results (e.g. numbers, percent, etc.);
• It's perfectly fine to leave off experience items that don't bring anything extra to your skill set or application;
• Recruiters want to understand what the particular value is of working with you, so instead of solely featuring technologies, think about including at least one bullet that's focused on your soft skills;
• Take care with wording each bullet to demonstrate what you've achieved, using a particular skill, and an action verb.

The below customer service resume examples can help guide you to curate your professional experience, following industry-leading tips and advice.

• Expertly managed a team of customer service representatives handling over 15,000 calls per month with a satisfaction rate of 94%.
• Pioneered the implementation of a new CRM system that increased customer retention by 5% within the first fiscal year.
• Developed and facilitated monthly training sessions that contributed to a 30% reduction in average call resolution time.
• Orchestrated the overhaul of the complaint resolution process, reducing resolution time by an average of 2 days.
• Championed the customer feedback program, incorporating customer suggestions into service improvements.
• Exceeded annual sales targets through effective upselling techniques, adding an extra $200K in extended warranty sales.
• Managed a portfolio of high-value accounts, ensuring 98% customer satisfaction and retention over 3 years.
• Negotiated resolution on high-stakes customer issues, ultimately preserving relationships worth upwards of $1M in revenue.
• Recognized as 'Employee of the Year' for superior performance and dedication to customer service excellence.
• Implemented a proactive communication strategy that reduced incoming query volume by 15% through effective problem-solving.
• Increased customer survey participation by 25%, gaining valuable insights that informed service delivery improvements.
• Collaborated with product teams to identify and fix three major software issues, enhancing user experience.
• Spearheaded a client retention initiative that saw the recapture of 20% of lapsed accounts through strategic outreach.
• Acknowledged for designing an interactive FAQ section reducing general inquiries by 30%, allowing more focus on complex issues.
• Created comprehensive performance reports to track team KPIs, resulting in a 25% improvement in average response time.
• Collaborated with cross-functional teams to roll out a new customer service protocol that enhanced customer engagement.
• Delivered exceptional service to over 10,000 customers, achieving an individual customer satisfaction score of 97%.
• Led a project to streamline the helpdesk workflow, which cut down on response times and boosted customer satisfaction by 10%.
• Promoted to a senior role after demonstrating exceptional problem-solving abilities and mastery of customer service software tools.
• Played a key role in reducing the staff turnover rate by 20% through mentorship and implementing a rewards program.
• Contributed to a company-wide initiative that improved the Net Promoter Score (NPS) from 70 to 85.
• Redesigned the call script to improve customer satisfaction, which was later adopted company-wide.
• Streamlined the process for handling escalated calls, allowing for a 20% faster resolution time.
• Initiated a partnership program with local businesses that resulted in a 15% increase in referral sales.
• Delivered high-quality customer service consistently, with a 95% positive feedback rating over a 6-month period.
• Improved email handling efficiency by 40% through the development of new email management protocols.
• Effectively managed billing disputes, reducing chargeback rates by 5% and preserving customer trust and loyalty.
• Steered a successful loyalty program revamp, leading to a 10% increase in customer lifetime value.
• Directly supported over 5,000 customers through the transition to a new billing system, maintaining a satisfaction rate above 90%.
• Led a bilingual customer support initiative to cater to non-English speaking customers, boosting market share by 8% in targeted demographics.

Quantifying impact on your resume

• Include the number of customer interactions you handle daily to demonstrate the volume of work you can manage.
• List the percentage by which you increased customer satisfaction scores to show your ability to improve service quality.
• Mention the specific number of support tickets you resolved within targeted resolution times to highlight your efficiency.
• Describe how you contributed to reducing average customer wait times, linking it to percentages to emphasize operational improvements.
• Detail any training programs you’ve led, noting the number of participants to showcase your leadership and scalability of your efforts.
• Quantify the size of the customer base you serviced to provide context to your experience scale.
• Report on any upselling or cross-selling success with precise revenue or conversion figures to underline your sales acumen.
• State the number of team members you’ve supervised or coordinated with to convey your collaborative and management skills.

Action verbs for your customer service resume

What if my customer service experience doesn't match the requirements?

You've just graduated from college and may have no real world job experience . What should you include within your resume then?

Instead of making up information or adding irrelevant past jobs (e.g. your on-campus work during freshman year), you can:

• Shift the focus from your professional experience to your community impact with your volunteer work. This would showcase numerous soft skills you've built over time (e.g. interpersonal communication);
• Highlight the projects you've completed, as part of your coursework, or, on your own. Thus, you will align your technical background with recruiters' requirements;
• Consider spotlighting your transferrable skills. Or, what lessons and talents your current professional and personal experience has taught you and how they could benefit your potential employers;
• Even if you've had a few months of internship experience, that is relevant for the role, make sure to include this. Recruiters do care about the years of experience you happen to have, but, at the end of the day, your profile would also be assessed based on role alignment.

Recommended reads:

• How to List a Major & Minor on Your Resume (with Examples)
• Should I Put In An Incomplete Degree On A Resume?

List your educational qualifications and certifications in reverse chronological order.

Key hard skills and soft skills for your customer service resume

At the top of any recruiter customer service checklist, you'd discover a list of technical competencies, balanced with personal skills.

Hard or technical skills are your opportunity to show how you meet the essential responsibilities of the role. The ability to use a particular job-crucial technology or software would also hint to recruiters whether you'd need a prolonged period of on-the-job training - or you'd fit right in the job.

But to land your dream role, you'd also need to demonstrate a variety of soft or people resume skills . Employers care about soft skills as they show how each candidate would fit into the team and company culture.

Both types of skills are specific and to best curate them on your resume, you'd need to:

• Create a skill section within which you showcase your hard and soft skills and present how they help you succeed.
• List specific examples of projects, tasks, or competitions, within which your skill set has assisted your results.
• Soft skills are harder to measure, so think about situations in which they've helped you thrive. Describe those situations concisely, focusing on how the outcome has helped you grow as a professional.
• Metrics of success - like positive ROI or optimized workplace processes - are the best way to prove your technical and people skills.

Take a look at some of customer service industry leaders' favorite hard skills and soft skills, as listed on their resumes.

Top skills for your customer service resume:

Customer Relationship Management (CRM)

Product Knowledge

Multitasking

Troubleshooting

Ticketing Systems

Live Chat Software

Technical Writing

Order Processing

Billing Systems

Communication

Active Listening

Problem-Solving

Adaptability

Positive Attitude

Conflict Resolution

Time Management

If you're in the process of obtaining your certificate or degree, list the expected date you're supposed to graduate or be certified.

Showcase academic background with education and certifications' sections

Listing your education and certifications should be a rudimentary part of your resume writing.

Including your relevant academic background - in the form of your higher education degree and niche-specific certificates - will prove knowledge of the industry.

For your education section:

• Start by including your degree, followed by start and graduation dates, as well as the institution;
• You could include relevant coursework, major/minor , or GPA, only if your've just graduated from college or if this information would further support your application;
• If you have an "ongoing" degree, you can still list it in case you think your diploma can impress recruiters or it's required;

Follow a similar logic for your certifications section by listing the institution, alongside dates you've obtained the certificate. For some of the most recent and relevant industry certificates , check out the next part of our guide:

The top 5 certifications for your customer service resume:

• Certified Customer Service Professional (CCSP) - National Customer Service Association (NCSA)
• Certified Customer Experience Professional (CCXP) - Customer Experience Professionals Association (CXPA)
• Customer Service Representative (CSR) Certificate - HDI
• Certified Client Service Specialist (CCSS) - The Professional Association for Customer Engagement (PACE)
• Customer Service Certification (CSC) - International Customer Service Association (ICSA)

The more trusted the organization you've attained your certificate (or degree) from, the more credible your skill set would be.

• How to List Continuing Education on Your Resume
• How to Put Cum Laude on Your Resume

Best practices to your customer service resume summary or objective

To start, how do you know if you should include a resume summary or a resume objective ?

• Resume summaries are ideal for customer service professionals with more experience, who'd like to give a quick glimpse of their biggest career achievements in the top one-third of their resumes.
• On the other hand, resume objectives serve as a road map for recruiters. Candidates use the objective to show how their experience aligns with the customer service role they're applying for while showcasing the North Star of their career (or where they want to be as a professional in the next couple of years).

The resume summary or resume objective could be the perfect fit for your customer service resume. The function of both is to highlight your professionalism succinctly. So, keep your writing specific: include no more than four sentences and target your application to the role. Here's how these specific resume sections help the customer service candidates stand out.

Resume summaries for a customer service job

• Seasoned customer service professional with over 10 years of experience, specialized in the telecommunications sector. A solid track record of elevating customer satisfaction rates by implementing strategic policies and fostering a dynamic team environment. Recognized for outstanding problem-solving skills and received the 'Customer Advocate of the Year' award twice.
• Dynamic individual with 5 years of experience in fast-paced hospitality management, seeking to leverage extensive background in customer relations and a keen eye for detail to excel in a customer service capacity. Proven ability to manage and resolve customer inquiries and complaints, leading to a 30% increase in customer retention for the previous employer.
• A passionate former healthcare administrator with 8 years of experience managing patient relations, ready to translate my compassionate communication and meticulous attention to detail into a customer service role. Expert in handling sensitive information and adept at using CRM software to enhance client relations and improve service outcomes.
• Eager to bring a strong background in retail management, encompassing 6 years of improving sales through personalized customer interactions and staff training, into the customer service industry. Accustomed to fast-paced environments and complex problem-solving, with a consistent focus on delivering exceptional client experiences.
• As a recent graduate with a degree in Communications, I am enthusiastic about beginning a career in customer service where I can apply my learned theories and enthusiasm for connecting with people. Keen to develop practical skills and contribute to a team that prioritizes customer satisfaction and professional growth.
• Looking to embark on a customer service career, bringing along unmatched energy and a dedication to learn from the ground up. With a background in volunteer work and community assistance, I am equipped with the empathy, patience, and interpersonal skills necessary to thrive in a customer-focused environment and build long-term client relationships.

Extra customer service resume sections and elements

Creating a winning customer service resume isn't about following a rigid formula. The key is to tailor it to the job requirements while maintaining your unique personality.

Consider including these additional resume sections to enhance your profile:

• Awards - Highlight industry-specific awards as well as any personal accolades to demonstrate recognition of your expertise and achievements;
• Hobbies and interests - Share your interests outside of work. This can provide insights into your personality and indicate whether you'd be a good cultural fit for the organization;
• Projects - Detail significant projects you've been involved in, focusing on your contributions and the outcomes;
• Publications - If you've authored or co-authored academic papers or other publications, include them to establish your credibility and in-depth knowledge of the field.

These sections can give a more comprehensive view of your capabilities and character, complementing the standard resume content.

Key takeaways

Securing your ideal job starts with crafting a compelling customer service resume. It should not only highlight your professional strengths but also reflect your personality. Key aspects to remember include:

• Choose a clear, easily editable format, allowing more time to focus on the content of your resume;
• Emphasize experience relevant to the job, focusing on your impact on the team;
• Opt for a resume summary if you have extensive professional experience, and a resume objective if you're just starting out;
• Include technical skills in the skills section and interpersonal skills in the achievements section;
• Recognize the importance of various resume sections (e.g., My Time, Projects) in showcasing both your professional abilities and personal traits.

Looking to build your own Customer Service resume?

• Resume Examples

Frequently asked questions about customer service resumes

How long should i make my customer service resume, what is the best format for a customer service resume, which customer service skills are most important to add to your resume, how can i make my customer service resume stand out, should i include a cover letter with my customer service resume, how do i showcase my career progression on a customer service resume, 128+ resume summary examples & how-to guide for 2024, resume keywords to land interviews and get hired, how to write an informational interview email that lands you the interview, should i mention lack of experience in cover letter, the ultimate guide to creating a startup resume, how to answer "how do you handle stress" in a job interview.

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Customer Service Leader resume examples for 2024

When writing a customer service leader resume, there are a few key things to remember. First, highlight your experience with daily operations, such as managing inventory and ensuring customer satisfaction. Second, emphasize your strong customer service skills, as this is a crucial aspect of the job. Finally, mention your experience with cash control and handling customer transactions, as this shows your ability to manage financial aspects of the role.

Customer Service Leader resume example

How to format your customer service leader resume:.

• Use the same job title on your resume as the one in the job posting for which you are applying
• Highlight your achievements and accomplishments in your work experience section, using metrics when possible
• Aim to fit your resume on one page, focusing on relevant experience and eliminating unnecessary information

Choose from 10+ customizable customer service leader resume templates

Choose from a variety of easy-to-use customer service leader resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your customer service leader resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Entry level customer service leader resume example

Professional customer service leader resume example, resume tips to land the job:.

• Choose work experience over a resume objective when deciding between the two for a customer service leader position, especially if you want to fit your resume on one page. However, it's acceptable for senior-level customer service leader resumes to be two full pages long
• Use short, concise bullet points instead of long, wordy paragraphs when describing your accomplishments as a customer service leader. This helps recruiters quickly understand your key achievements in 30 seconds
• Lead each bullet point with a strong action verb, such as 'Improved', 'Managed', or 'Implemented', when writing a customer service leader resume

Customer Service Leader resume format and sections

1. add contact information to your customer service leader resume.

Customer Service Leader Resume Contact Information Example # 1

Hank Rutherford Hill

St. Arlen, Texas | 333-111-2222 | [email protected]

2. Add relevant education to your customer service leader resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Customer Service Leader Education

Customer Service Leader Resume Relevant Education Example # 1

High School Diploma 2010 - 2012

Customer Service Leader Resume Relevant Education Example # 2

High School Diploma 2013 - 2015

3. Next, create a customer service leader skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an customer service leader resume

POS is an abbreviation of "Point of Sale" which is the time and place where a customer completes a transaction. It can either be a physical shop that consists of POS terminals or a virtual shop. A POS system helps simplify the retail functions and track important sales data.

The sales floor is the area in a company or a business that is specified for retail activities or is designated as the selling area of the shop. A car showroom can be considered a sales floor, as it has cars in its display which are to be sold. A sales floor is generally crowded with sales assistants who are there to help you out while you can search and check out the products. Generally a sales floor has free access to the public and they can observe, view and get information about the product that is being sold.

Product knowledge is the skill of having better information and knowledge about the product you are selling. Product knowledge is essential for the employees of the companies so they can communicate and inform the customers about the product. Having great product knowledge is essential for a better sales pitch and to give the customer a better and complete idea of the product that will influence him to buy the product eventually.

The sale, rental, allotment, and disposition of personal belongings are called customer transactions. In simpler terms, customer transaction is purchasing or renting a service or a product for personal gain in exchange for money or any other private belonging.

The point of contact between a services provider or enterprise and the end-user is referred to as the services desk. A service desk enables businesses to effectively implement daily internal and external tasks. It also helps enterprises in communicating with their customers and tending to their requests effectively.

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

The steps taken by a business to prevent theft is called loss prevention. There are multiple methods for loss prevention for example usage of automated cash handling, secure physical location, product security staff buy-in, and attentive customer service.

Top Skills for a Customer Service Leader

• POS , 11.1%
• Sales Floor , 9.9%
• Store Management , 9.5%
• Product Knowledge , 8.8%
• Other Skills , 60.7%

4. List your customer service leader experience

The most important part of any resume for a customer service leader is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of customer service leaders" and "Managed a team of 6 customer service leaders over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Purchased and prepared documents to purchase new and additional stock and recommended disposal of excess, defective, and obsolete inventory.
• Established good rapport with service location employees to ensure customer satisfaction through verbal communication and providing excellent service.
• Prepared deposit slips and cash for bank pickup.
• Demonstrated an ability to communicate effectively and express ideas clearly, actively listed and allowed/followed appropriate channels of communication.
• Managed change funds and deposited daily cash sales accurately via authorized carrier.
• Monitored and maintained the advertisement portfolio for printed & internet media.
• Typed leases and completed appropriate paperwork and input information on Yardi database System accurately and on a daily basis.
• Entered all customer information promptly into Yardi
• Completed guest cards, entered information into Yardi software, and followed up with prospects.
• Posted rental payment with the use of Yardi Voyager software.
• Ensured top-quality customer service by providing assistance to passengers with check-in procedures and other related matters.
• Managed front-line employees and supervisors, contributing to positive cultural and performance change by promoting accountability, education and engagement.
• Assisted passengers with check-in, ticket sales and coordinated passenger assistance with delayed and canceled flights.
• Resolved payroll, customer service and operational issues, ensuring excellent customer service, efficient and effective business operation.
• Led successful efforts to enhance relations between company management and union leadership, including communications training initiatives and improved processes.
• Researched and recommended various organizations and resources to communicate company opportunities to minorities, veterans and individuals with disabilities.
• Communicated and administered all personnel and compensation policies within the Region and ensure consistent application of company policies and procedures.
• Observed and assisted in recommendations regarding employee discipline*Completed EEO4 Survey, typed memorandums, compiled and maintained spreadsheets for several internal documents
• Prepared notices of job vacancies within established time periods and according to established guidelines and procedures.
• Provided a solid & informative point of contact for employees needing FMLA/STD assistance while HR Manager was on leave of absence.

5. Highlight customer service leader certifications on your resume

Specific customer service leader certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your customer service leader resume:

• Certified Pharmacy Technician (CPhT)
• Certified Management Accountant (CMA)
• Certified Medical Office Manager (CMOM)
• International Accredited Business Accountant (IABA)
• Certified Sales Professional (CSP)
• Certified Information Technology Professional (CITP)
• Microsoft Office Specialist Master Certification (MOS)

6. Finally, add an customer service leader resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your customer service leader resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common customer service leader resume skills

• Sales Floor
• Store Management
• Product Knowledge
• Strong Customer Service
• Customer Transactions
• Service Desk
• Customer Service
• Cash Control
• Sales Associates
• Loss Prevention
• Customer Complaints
• Store Policies
• Customer Satisfaction
• Lead Support
• Various Training
• Customer Service Reps
• Customer Inquiries
• Bank Deposits
• Front End Operations
• Customer Issues
• Customer Interaction
• Inbound Calls
• Led Training
• Inventory Control
• Customer Relations
• Store Operations
• Customer Care
• Customer Support
• Customer Orders
• Order Entry
• Outbound Calls
• Troubleshoot
• Customer Accounts
• Cash Drawers
• Performance Reviews
• Customer Returns
• Problem Resolution
• Computer System
• Quality Customer Service
• Telephone Calls

Entry level customer service leader resume templates

Professional customer service leader resume templates

Customer Service Leader Jobs

Links to help optimize your customer service leader resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Updated June 25, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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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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Customer Service Lead Resume Sample

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Work Experience

• Hiring preference is given to those with solid sales experience, at least six months to one year of supervisory and related field experience
• To 2+ Years’ Experience
• Project Management:discipline of carefully projecting or planning, organizing, motivating and controlling resources to achieve specific goals and meet specific success criteria
• Provide legendary customer service every time by assisting customers by identifying and evaluating customers' needs, and making product recommendations based off of this analysis, by providing a legendary customer experience for every customer and promoting Cabela's programs including, but not limited to CLUB Membership, Kiosk, VOC and In-Store Pick-up
• Support In-Store-Pick-ups (ISP) through receiving, locating and put away of merchandise, maintenance of daily reports, and assisting with customer pick-ups
• Serve as backup for the Frontend and Switchboard areas by covering Switchboard Breaks and Lunches, answering customer phone calls, performing customer service call backs, assisting Cart Collection/Carry Out, working Price Override and Daily Discount Forms as needed, assisting with Code 3’s
• Handling Customer Experience Shipping and Mail through the processing of mail returns, Yantra orders, dock ship out, and interoffice mail/end of day UPS
• Develop Self and Other
• Provide legendary customer service every time by assisting customers by identifying and evaluating customers' needs, and making product recommendations based off of this analysis, by providing a legendary customer experience for every customer and promoting Cabela's programs including, but limited to CLUB Membership, Kiosk, Conservation, Round-up, VOC and In-Store Pick-up
• Provide legendary customer service every time by assisting customers by identifying and evaluating customers' needs, and making product recommendations based off of this analysis, by providing a legendary customer experience for every customer and promoting Cabela's programs including, but limited to CLUB Membership, Kiosk, and In-Store Pick-up
• Experience building relationships/trust (required)
• Knowledge of customer service practices and principles (required)
• Knowledge of company products, policies, and procedures (required)
• Hiring preference is given to those with solid sales and customer service experience and at least six month to one year of related field experience
• Provide legendary customer service every time by assisting customers by identifying and evaluating customers' needs, and making product recommendations based off of this analysis, by providing a legendary customer experience for every customer and promoting Cabela's programs including, but limited to CLUB Membership, Cabela's, Kiosk, VOC and In-Store Pick-up
• Driving and supporting operational improvements in customer service for his/her site in alignment with the global strategy by focusing on growth areas for Composite Materials business lines and cost and service improvement opportunities
• To support business development and growth across the supply chain by translating the businesses’ strategic plans into actions, supporting the setup of operations with new customers and markets in which we are doing business
• Responsible for the performance management of staff to ensure satisfactory performance and identifying and provide coaching and developmental training as needed to further the organization’s capability to meet business objectives
• Responsible for the consistent and efficient operation of all customer service processes and systems within their respective site
• Responsible to be the focal point for resolving all customer issues for your site and to coordinate with the appropriate cross-functional partners
• Assist manager in motivating fellow Outfitters, keeping them engaged and working as a cohesive team.­
• Proficiency in MS Outlook, internet, word and excel applications
• One year experience as a Customer Service Specialist. One year experience in Revenue Cycle in a Hospital/Medical Office setting
• One year of clerical, customer service, or administrative support experience in a highly customer-oriented organization

Professional Skills

• High level team building and peering skills. Training skills. Leadership skills that can be demonstrated. Being open and approachable required
• Customer focused. Excellent communication skills (written, spoken and listening). Mid- level Computer skills. High level of problem solving skills required
• Strong communication skills and leadership skills to support internal and external contacts within a multi-cultured environment
• Strong analytical skills. Team player and results oriented skills required
• Excellent writing ability; strong critical thinking, analytical, and organizational skills
• Excellent communication skills throughout all levels of the organization and strong ability to work in a fast-paced environment
• Strong problem solving, decision-making and customer service skills

How to write Customer Service Lead Resume

Customer Service Lead role is responsible for customer, computer, training, leadership, interpersonal, organization, word, excel, payroll, clerk. To write great resume for customer service lead job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Customer Service Lead Resume

The section contact information is important in your customer service lead resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Customer Service Lead Resume

The section work experience is an essential part of your customer service lead resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous customer service lead responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer service lead position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Customer Service Lead resume experience can include:

• Strong problem solving and improvisation skills
• Defuse situations; strong problem solving skills and ability
• Strong inspiration and leadership skills
• Excellent telephone skills and the ability to handle multiple daily telephone calls in a positive manner
• Outstanding interpersonal, public speaking, and customer service skills
• Assist in training and mentoring new staff to build new skills or enhance those already possessed. Act as a mentor to existing staff

Education on a Customer Service Lead Resume

Make sure to make education a priority on your customer service lead resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer service lead experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Customer Service Lead Resume

When listing skills on your customer service lead resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical customer service lead skills:

• Strong problem-solving, decision-making and customer-service skills
• Utilizes effective listening and communication skills to generate lead opportunities
• Plan, organize and prioritize efficiently while working in both the Service Desk and Copy Centre areas to effectively serve our customers
• Excellent listening, written and verbal communication skills with exceptional phone etiquette
• Demonstrated Relationship building skills with internal & external customers
• Demonstrates analytical and critical problem solving skills

List of Typical Experience For a Customer Service Lead Resume

Experience for region customer service lead-manitoba resume.

• 15%:Drive a high performing team through effectively managing, coaching, developing, attracting, rewarding, and recognizing team members
• Use problem solving skills to address customer inquiries and resolve issues regarding order errors and returns
• Business experience and supervisory, service, supply chain, commercial, or industry experience required
• Monitoring work flow and prioritizing tasks for the team to ensure deadlines are met
• Proactively communicate with CS Managerregarding work flow, staffing issues/performance, and customer experienceitems

Experience For Customer Service Lead Athleta Mall Resume

• Advanced level of experience with reporting feedback systems, including GoogleDrive, Microsoft Excel, SalesForce and other business specific programs
• Experience in shaping project results in the larger organizational context while managing the details of teamwork and product quality
• Strong aptitude for and comfort navigating across multiple systems and applications
• Demonstrate exceptional and professional communications across all contact channels, including email, chat and phone
• Demonstrate expertise in providing prompt, friendly, and professional support to clients via email and possibly phone and chat
• Maintains accurate finished goods inventory
• Works with sales personnel to provide excellent customer service
• 4 months of experience in the CS Inbound role

Experience For Customer Service Lead-international Resume

• Manage the daily functions and priorities of the Inside Sales/Customer Service Team
• Three or more years of experience in Customer Service required
• Demonstrated ability to carry out assignments to their completion and meet deadlines
• Analyze situations and resolve problems (i.e., consolidate shipments from various suppliers and ensure documentation for export is correct)
• Train new hires via side-by-side by experience in live environment
• Customer service, teller or sales experience within the banking and/or financial service industry

Experience For Customer Service Lead / Supervisor Resume

• Basic Microsoft suite of applications; new software application acumen; Excel experience; SAP fluent. HANA/BOBJ, Affinity (Salesforce) required
• Exceptional customer service experience required
• Three (3) years medical office or call center experience
• Previous logistics related experience
• Experience in Call Center Environment
• Interviewing, hiring and training programs for Business Unit Customer Service Representatives
• Providing quality coaching and mentoring techniques to a diverse group of agents
• Coaching and mentoring personnel

Experience For Associate Customer Service Lead Resume

• Standing and walking approximately 15 percent (15%) of work time
• Managing a team of customer service agents
• Working directly with our warehouses, plants and logistics providers to ensure proper service levels are met
• Planning: aligns own work plan with core plans and processes of the department
• Sitting at workstation approximately 85 percent (85%) of work time
• Proofreading and attention to detail
• Performing arithmetic calculations,

Experience For Customer Service Lead-contact Center Resume

• Organizing data and files
• Working knowledge of time management, cost management, risk management, scope management and communications management
• Monitoring Calls/Emails in Queue
• Monitoring/Assign Follow Up’s Daily
• Assisting with call and email volumes
• Managing the daily activities of Business Unit Customer Service
• Support mentoring, coaching and developing team members
• Utilize computer systems for tracking, document questions / responses, information gathering and / or troubleshooting
• Maintain employee work schedules including assignments, job rotation, training, vacations and paid time off, cover for absenteeism, and overtime scheduling

Experience For IT Customer Service Lead Resume

• Serve as a Manager on Duty by providing store leadership during a closing shift
• Assist in maintaining customer records in BioLegend’s Enterprise Resource Planning (ERP) system
• Coordinate training for new hires and existingstaff; participate in the delivery of training
• Participate in developing and achieving departmental and corporate goals, objectives and systems
• Identifies training and development needs and develops training documentation based on business, team, and individual needs or goals
• Create rapport with our clients ensuring we deliver on our vision of becoming the world’s best interior design firm
• Holds pre-planning meetings internally, working with sales and other departments to review contract and create detailed project plans
• Assist in hiring, training, development, the promotion of and discipline of the Customer Service/Inside Sales Team

Experience For Customer Service Lead, Chicago Resume

• Assist in recuriting and interviewing to fill open positions on Team
• Be proactive and innovative in developing or refining processes to improve service levels and delight customers
• Serve as a Manager on Duty by providing store leadership during a
• Focus on meeting the customer’s expectations by utilizing all resolution options
• Provides ongoing training to new hire call center representatives
• Office with heating and cooling
• Commitment to recruiting and enrolling a diverse class
• Welcome and greet customers, modeling a positive customer service spirit, exhibiting a friendly and helpful attitude with customers and associates

Experience For Customer Service Lead-malaysia & Singapore Resume

• Communicate new promotions, pricing and policies, and ensure all CSR’s are providing accurate information to customers on a consistent basis
• Problem-solving techniques are critical to research key situations and provide responses along with options to customers to resolve minor problems
• Complete all training classes for customer service shutter specialist
• Oversee the European order process and work closely with the Shipping Department
• Support the team in getting daily workload completed
• Train new team members and provide retraining as needed
• Assists with interviewing process for new hires
• Responsible for completing various monthly reports
• Provide assistance with finance & billing queries

Experience For Customer Service Lead, Retail Resume

• Technical trouble shooting and management of all CS tickets and system change requests
• Work closely with the Knowledge Management andCustomer Systems teams to enhance our tools and systems for providing customersupport.[OS1]
• Follows established service quality standards and meets established processing times and follow-up actions in accordance with departmental standards
• Apply knowledge of policies and procedures and utilizes general understanding of the business and organization. Complies with company and regulatory guidelines
• Model company standards in customer service by providing gracious and efficient service with a sense of fun to all of our customers
• Maintain and possess a working knowledge of all computer equipment, cash registers and office machines, kiosks, scanners and walkie-talkies
• Maintain knowledge of current advertising, promotions and catalogs and the status of merchandise

List of Typical Skills For a Customer Service Lead Resume

Skills for region customer service lead-manitoba resume.

• Demonstrate the ability to effectively lead, train and peer coach
• Effectively work in a Windows environment with experience in Outlook, Word and Excel
• Excellent detail-orientated customer service skills
• Strong interpersonal skills with the ability to lead and/or work cohesively within a team environment
• Understanding the process’ end to end to effectively manage the team with a focus on outcome whilst operating within the rules of the business
• Working effectively in a team environment to meet business goals and objectives

Skills For Customer Service Lead Athleta Mall Resume

• Strong experience in championing change, motivating persuasively and getting
• Organize, evaluate and present information tactfully, clearly and effectively, both orally and in writing without personal feelings and attitudes interfering
• Profound communications skills, customer facing attitude, leadership capabilities , working within a matrix organization
• Develop creative phone selling skills with regard to CB2 standards
• Assists customers in the selection of product by effectively communicating product and promotional offerings over the phone or online
• Utilize Stein Mart training and development resources to develop job skills and provide information to help others learn

Skills For Customer Service Lead-international Resume

• Counsel staff on language selection, voice tone, and other customer service skills, both telephonic and written
• Identify training needs or other performance related issues and effectively communicate them to the Customer Service Supervisor
• Data Entry skills (35 wpm)
• Organizational leadership and interpersonal skills
• Effectively communicates with field sales team, peers and others, both internal and external
• Professional and courteous communication skills

Skills For Customer Service Lead / Supervisor Resume

• Prior supervisory experience, required
• Supports other in development of professional customer service skills
• Very high level of conflict resolution skills required
• Exhibit evidence of a strong desire for goal achievement
• Communicate and collaborate effectively in all verbal and written correspondence with other departments
• Providing effective customer service
• Leading people, projects and function experience is required
• Maintaining effective communication with internal and external customers

Skills For Associate Customer Service Lead Resume

• Good understanding of the international order fulfillment process, including shipping and custom requirements
• Possesses solid understanding of Escalations, Routing, Order Management and Digital Manifest system capabilities, parameters and configurations
• Experience working in a Windows environment; utilizing on-line
• Excellent decision making and problem solving abilities – determine solutions for challenges
• Experience, preferably in the cycling industry in either inside or outside sales or customer service background
• Strong capability for multi-tasking

Skills For Customer Service Lead-contact Center Resume

• Previous experience working with Microsoft NAV or other ERP system
• Demonstrates product knowledge proficiency by utilizing all resources available to stay current
• Maintains strong working knowledge of company’s brands, systems, process and procedures to be able to provide daily support and guidance to the team
• Customer service experience, preferably in an industrial or service oriented setting
• Experience developing team member knowledge of products/processes
• Experience of working in a customer service & administration environment
• Strong working knowledge of hemodialysis and peritoneal dialysis products
• 2+years’ experience working in a customer service leadership/management role

Skills For IT Customer Service Lead Resume

• Proven ability to be flexible and quickly adapt to changing business needs and processes
• Multitask and prioritize in fast paced environment
• Identify and implement improvements to the Help Desk incident logging system in order to provide a more effective and high quality service to customers
• Contribute to the success of the ASU Help Desk and assist in improving the overall customers experience within the team
• Skilled in MS Office, spreadsheet and processing programs
• Min.3 years’ experience in business environment
• Two-years of airport customer service experience

Skills For Customer Service Lead, Chicago Resume

• In customer service, help desk or call center experience in retail environment
• Experience in customer service or sales leadership role (senior agent, lead, or supervisor)
• Assertive and results oriented with the ability to multitask and prioritize tasks efficiently
• Experience in customer service, call center and/or related area
• Experience in the industry, required
• Good work history and personnel file
• Experience with Accounts Receivable concepts for deduction resolution

Skills For Customer Service Lead-malaysia & Singapore Resume

• Proven ability to multi-task, work in a team environment
• Demonstrated ability to perform in a fast-paced, high volume environment
• In customer service, help desk or call center experience in a retail environment
• ) team leadership experience
• Customer Service, Teller or Sales experience within the Banking and/or Financial Service industry
• Demonstrates leadership tendencies

Skills For Customer Service Lead, Retail Resume

• Display leadership qualities and set a good example for CSRs
• Functional/professional experience
• Good mechanical aptitude with the ability to quickly grasp technical information
• Strong interest and desire to work with people
• Experience People Management
• Demonsratable ERP systems experience – SAP – desirable
• Demonsratable “process” experience with focus on the outcome, not only the end to end process
• Excellent customer awareness and focus

List of Typical Responsibilities For a Customer Service Lead Resume

Responsibilities for region customer service lead-manitoba resume.

• Consistently meets or exceeds our customers’ expectations as reflected in the customer satisfaction scores and meets internal service levels for responses
• Ensure proper staffing, phone coverage, and utilize tools to maximize efficiency and effectiveness in handling large call volume
• Experience working in a customer service environment
• Good command of Importation and Customs related regulations
• Proven ability to provide constructive feedback to others
• Represents the Member Experience team on all Field Region, District and/or Unit calls
• Acts as the liaison between field operations, IT and business partners to exchange information and drive improvement in customer experience
• Proven leadership and decision making capabilities are essential
• With atleast 2 years experience on similar role

Responsibilities For Customer Service Lead Athleta Mall Resume

• SPOC (Single Point of Contact) business experience
• Managing operations in the Admissions call center, and Welcome Center reception areas
• Accountable for signing in/out and logging in/out of own till when required
• Spends approximately 75% of their time working on Customer Service tasks and 25% coaching CSR’s and/or special departmental projects
• Delegate task to CSR’s, such as, scanning, communications, the drop box and cleaning tags

Responsibilities For Customer Service Lead-international Resume

• Lead the work of others and provide training and coaching
• Ensure that all customers’ queries are well-investigated and resolved in compliance with process standards through reviews, call observations, reports and practices
• Maintains loss prevention and privacy standards by completing appropriate paperwork when presented with refunds or exchanges for data products
• Basic understanding of CRM and CSC technology
• Participate in the national sales meeting twice a year and any additional regional events that might be required
• Coordinate meetings, training, and daily activity schedules of customer service staff
• Assist with the development Standard Operating Procedures for the department

Responsibilities For Customer Service Lead / Supervisor Resume

• Follows up and reports on open order report weekly, ensuring customer contact is made proactively on orders past delivery date
• Manage dropship invoicing process
• Maintains a positive “can do” attitude when working with customers, peers, and supervisor
• Accountable for resolving customer complaints (First Call Resolution) and contacts customers with escalated issues to achieve full resolution for the customer
• Computer literate and working knowledge of customer service software, databases and tools
• Implement training programs developed by Customer Service Manager

Responsibilities For Associate Customer Service Lead Resume

• Verify nightly deposits in CSC and Forte. Have a complete understanding of how to investigate issues when deposit does not balance
• Monthly inventory of tags and VDOT Equipment. Complete understanding of the inventory process
• Follow standard operating policies and procedures
• Equipment proficiency including regular maintenance
• 90 to 100 percent compliant on current training
• Innovative in looking for process improvements
• Analytical decision making and ability to think through complex issues
• Multi-task under pressure whilst continuing to deliver on time
• Pro-active, positive attitude, hard-working, passionate, dedicated

Responsibilities For Customer Service Lead-contact Center Resume

• Welcome and greet customers, modeling a positive customer service
• Oversee and ensure the coordination with Distribution Centers and vendors regarding return and repair authorization and chargebacks
• Support the sales team by assisting on the sales floor as directed by the sales manager
• Provide leadership to Service Associates working at the registers and coordinate register activities
• Interpret instructional documents such as safety rules, operating maintenance instructions and procedure manuals

Responsibilities For IT Customer Service Lead Resume

• Assist Customer Service Representatives and Senior CSR’s with achieving personal and team goals
• Provide management with consistent feedback concerning CSR’s performance
• Statutes, regulations, procedures, and policies regarding the operations of state and federal education loan programs
• Basic math and accounting principles
• Proper English language usage, punctuation, spelling, grammar, sentence and paragraph structure
• Performs filing functions for orders, reports and other documents

Responsibilities For Customer Service Lead, Chicago Resume

• Establish and maintain a favorable working relationship with a wide variety of individuals
• Utilize the CISCO Call Manager, including Supervisor Desktop, Call Rex Professional and Historical Reports
• Tracks and coordinates handling of phone calls and email
• Provide constant communication with the management team concerning all aspects of customer service issues
• Properly secures company funds and physical inventory at all cash stations
• Work internally with production supervision and CSR’s to ensure sales are closed when expedite requests are received

Responsibilities For Customer Service Lead-malaysia & Singapore Resume

• Live and teach Our Values, Our Leadership Contract, and Leadership is a Choice
• Formulate and implement long-term strategies
• Progressive leadership
• Cross train and develop CSR’s
• Review, organize and delegate daily tasks forteam
• Compile/send daily status and other requiredreports as directed by manager
• Carry out performance measurement (QualityAudits), CSAT scores/feedback, general monitoring, and evaluation of all agentsand operators to improve the teams' efficiency
• Communicate solutions, successes, andopportunities to the Manager of customer support
• SME for all systems

Responsibilities For Customer Service Lead, Retail Resume

• Conduct quality review of CSR’s performance within product-specific units to ensure quality service goals and standards are met
• Supervise the customer service representative team and lead by example when providing customer service and is aligned with EVCHC’s mission and core values
• Manage Customer Service Representatives (CSR’s)
• Remain current on all hard goods technical training to be able to immediately respond to customers’ questions over the phone as well as relay any Shimano warranty issues to the team
• Provide coaching and conflict resolution to managers and employees, tracking trends and working with other members of the HR tem to make recommendations for improvement
• Provide legendary customer service every time by assisting customers in making buying decisions and identifying or evaluating customers’ needs and making recommendations based off of this analysis
• Supervise/manage a team of employees. Assist in operational floor support to facilitate problem resolution and ensure the efficient and procedurally effective running of the Command Center

Related to Customer Service Lead Resume Samples

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24 Customer Service Resume Examples - Here's What Works In 2024

Applying for a customer service role your resume is an essential part of your application. below, we’ve compiled five resume templates with the most important qualities that hiring managers are looking for in 2023. (google docs and pdfs attached)..

Have you ever been told that you have a sixth sense for other people’s emotions? Do you have superb communication skills? Do you love solving interesting problems? If you answered yes to any of these questions, you could have what it takes to work in customer service. In the modern era, the need for strong customer service employees is higher than ever. The internet is helping brands reach global audiences and users, making the 24/7, “always-on” marketplace a reality. In addition, customer’s voices are amplified across platforms in the modern era, making the success of a business depend heavily on customer satisfaction. A strong customer service team is key to building the foundation of a successful company, and recruiters are on the hunt for customer service representatives, managers, and supervisors who are adept at solving customer issues and who can represent and uphold the company’s brand. Experts project that the employment of customer service employees will grow a staggering 10% through 2024 -- faster than the average for any other field of expertise. But as the field grows, so does the amount of competition. If you want to work in customer service, it’s important to ensure that your resume will stand out from the crowd. What should a customer service resume in 2023 look like? Below, we’ll go over 5 successful customer service resume templates that you can download and use. We’ll also go over some of the most important skills that hiring managers look out for, and some other useful tips to keep in mind as you write your customer service resume.

Customer Service Resume Templates

Jump to a template:

• Customer Service Representative
• Customer Service Manager
• Customer Service Supervisor
• Entry Level Customer Service Representative
• Director of Customer Service
• Retail Customer Service Rep
• Call Center Customer Service Rep
• Customer Service Specialist
• Customer Service Agent
• Customer Service Cashier
• Customer Service Associate
• Customer Service Sales Associate
• Healthcare Customer Service Rep
• Remote Customer Service Rep
• Call Center Manager
• Call Center Representative
• Call Center Supervisor
• Call Center Agent
• Call Center CSR

Jump to a resource:

• Keywords for Customer Service Resumes

Customer Service Resume Tips

• Action Verbs to Use
• Bullet Points on Customer Service Resumes
• Related Administrative Resumes

Get advice on each section of your resume:

Template 1 of 24: Customer Service Representative Resume Example

If you are outgoing, patient, and a great communicator, a role as a customer service representative might be right for you. Customer service representatives are customer-facing roles who address customer concerns, issues and complaints for a company. The customer service representative is the company's first line of defense in helping customers and ensuring satisfaction. These professionals may work in-person, or in remote settings like a call center. The customer service representative may address a variety of questions and problems from customers each day, and therefore must be master communicators and skilled problem solvers. To become a customer service representative, you’ll need at minimum a high diploma, and preferably an associates degree in a related field like psychology or business adminstration. Previous customer facing experience, such as prior roles as a sales associate or support specialist will be helpful in landing this role. Soft skills are of utmost importance when it comes to what companies are looking for in potential customer service representatives. The ideal candidate will be patient, great at multitasking, and communicating.

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Tips to help you write your Customer Service Representative resume in 2024

   showcase your ability to handle stress effectively.

A role as customer service representative can quickly become overwhelming if you don’t have great stress and crisis management tools. Customers may be emotional when they address representatives, which makes it extremely important that you show your experience with crisis de escalation, active listening, and effective problem solving on your resume.

   Highlight any successes you have had boosting customer satisfaction

Oftentimes, customer service reps are rated on a customer satisfaction score. If you’ve had roles where you were rated on a customer satisfaction survey, be sure to highlight any steps you took to improve your customer ratings. Maybe you often went above and beyond for customers, or found a new way to solve a common issue. Either way, be sure to highlight any experience you have improving customer experience.

Skills you can include on your Customer Service Representative resume

Template 2 of 24: customer service representative resume example.

When applying for a customer service role, it’s important to show the recruiter that you have the required skills and knowledge for the job. You should highlight work experience that is relevant for the role, like in the given resume, which includes three instances of past work experience in a customer service capacity. It’s okay if you don’t have over 8 years of experience in customer service -- you can also highlight your experience in your skills and in your education section.

   Strong action verbs and tangible results in customer support

The first bullet of each section has a strong action verb accompanied by a measurable outcome, i.e. “exceeded sales target by 18%”, “achieved a 100% customer approval”, and “greeted 100+ daily guests”. These bullets clearly communicate that the applicant is not only well-versed in customer service, but that they can deliver results that are beneficial to the company. You should include as many numerical examples like these as you can, since hiring managers often skim resumes for such measures of proof.

   Education and skills related to customer support fields

Customer service representatives must have high EQ, be excellent at communication, and have superb problem solving skills. They must be carefully attuned to the needs of a potential customer, or even an unsatisfied one. Try to list out all the qualities you can think of that a good customer service representative would have and highlight them in your resume. For example, this applicant highlights a very important skill -- communication -- showing that they received an M.S. in Communications and a Minor in Public Speaking. They also highlight their skill in Customer Satisfaction. What other customer service skills can you see that they highlight?

Template 3 of 24: Customer Service Manager Resume Example

The customer service manager is an integral role on any customer-facing team. Customer service managers can work in a variety of industries. They are responsible for leading the customer service team, ensuring customer ratings are trending positively, revamping customer service protocols, training new staff, and more. To become a customer service manager, you’ll need some critical soft skills and experience. Generally, hiring managers will look for a candidate with a minimum of an associates degree in business, communications, or another related field. However, those with a high school diploma could be considered if they have a lot of experience. Previous customer service and support experience is required to land this role. Candidates should be comfortable working face-to-face with customers, excellent problem solvers, and goal oriented.

Tips to help you write your Customer Service Manager resume in 2024

   highlight your leadership skills.

As a customer service manager, you will train and guide junior-level customer service staff. For this reason, you should highlight your ability to mentor and lead others. Maybe you volunteer with tutoring teens, or maybe a previous job has asked you to step up as a leader. In any case, all leadership experience you have should be clearly highlighted on your resume.

   Showcase your experience improving customer service metrics

Metrics are very important benchmarks to understand in customer service. As the customer service manager, you will be asked to help improve your team’s metrics, like customer satisfaction or NPS. For this reason, it’s important to show off any experience you have improving a team’s numbers or helping a team meet a new goal.

Skills you can include on your Customer Service Manager resume

Template 4 of 24: customer service manager resume example.

When applying for a customer service manager role, keep in mind what differentiates a manager from a representative. A customer service manager must not only be adept at prioritizing customer satisfaction and needs, but also at strategizing and implementing operational improvements to ensure a smooth and painless customer journey. They should be confident in leadership roles and understand how to manage and motivate a team of customer service representatives. This resume highlights the applicant’s experience in exactly those areas.

   Leadership-oriented work experience, essential for customer service managers

Customer service managers aren’t simply managing customers -- they’re also managing a team of representatives and ensuring that they function like a well-oiled machine. If you’re applying for a customer service manager level role, it’s important to call attention to your capacity for leading such a team. This applicant does so in the bullet points of their work experience and also includes quantifiable metrics, noting that they enhanced team performance and increased team efficacy rate by 15%, with higher job satisfaction reported amongst staff.

   Detailed bullet points with measurable results, using metrics core to customer support

When applying to a senior level role such as this one, you should make sure to convey the impact of your contributions in your work experience. This applicant has numeric metrics in practically every line of their work experience, with detailed descriptions of their role and responsibilities in organizing, enhancing, or facilitating customer satisfaction (e.g. providing 7 innovative ideas, 3 of which are implemented and successful; organized meetings...with a 95% success rate on new client projects)

Template 5 of 24: Customer Service Supervisor Resume Example

The customer service supervisor is a leadership position who oversees many facets of a customer service team. These individuals usually have extensive experience in customer-facing and/or team leadership roles. As a customer service supervisor, you will be responsible for training and mentoring customer service representatives, tracking employee performance, monitoring key metrics, solving high-level issues and complaints, and more. To become a customer service supervisor, you should have keen problem solving skills, strong leadership abilities, and be an effective multitasker. For this role, a minimum of an associate's degree is necessary, however a bachelor’s degree could help you land this role more easily. Moreover, hiring managers will be looking for candidates with 3-5 years experience in customer-facing roles, such as experience as a sales representative, customer care representative, or telephone sales representative. You must show hiring managers you understand how to effectively manage and solve customer complaints. In addition, candidates for the role should have excellent time management and leadership skills.

Tips to help you write your Customer Service Supervisor resume in 2024

   detail your ability to train and mentor others.

Since customer service supervisors are responsible for overseeing day-to-day productivity of the customer service team, it’s important that they are able to identify areas for growth and improve employee performance quickly. Any and all experience you have teaching, mentoring, or training others should be outlined on your resume.

   Highlight your experience giving constructive feedback

Customer service managers will be asked to give employees actionable feedback to improve their customer service and KPIs. For this reason, it’s important to have managerial skills such as delivering constructive feedback. Any courses you’ve taken or experiences you’ve had that relate to giving constructive feedback should be highlighted on your resume.

Skills you can include on your Customer Service Supervisor resume

Template 6 of 24: customer service supervisor resume example.

A customer service supervisor plays a key role in the smooth and successful execution of customer service operations. Typically, a customer service supervisor is one level lower than a customer service manager, and with experience may eventually be promoted to that role. Thus, this job often includes some budding responsibilities that you might expect from a manager, including recruiting, training, and general involvement in the ongoing development of the customer service team.

   Includes management skills, core to customer support teams

Because a customer service supervisor involves a sizable amount of management and supervisory responsibilities, you should call out experiences you’ve had in the workplace where you have utilized such skills. Try to think of times in the past where you’ve demonstrated admirable leadership qualities, whether it’s coaching staff, ensuring employee satisfaction, or juggling multiple stakeholders in tricky situations. In this resume, the applicant highlights that they “coached, motivated and counselled staff of 30+ employees”.

   Promotions and awards demonstrate past success and track record

A great way to stand out from the crowd is to highlight your unique accomplishments and achievements. Perhaps you’ve been promoted ahead of the typical cycle at a role, or you’ve been recognized by your superiors for your superb work ethic and dedication. Any sort of award or outstanding advancement through an organization, even in non-customer service capacities, can communicate to the hiring manager that you’re a fantastic employee. In this template, the applicant notes such promotions and awards (e.g. Awarded ‘Employee of the Year’ consecutively for 2 years; Promoted after 8 months...ahead of schedule by 16 months).

Template 7 of 24: Entry Level Customer Service Representative Resume Example

As an Entry Level Customer Service Representative, you're the front line of a company's communication with its customers. It's a role that demands exceptional interpersonal skills and a knack for problem-solving. Recently, the ability to navigate and use customer relationship management (CRM) software has become more important as companies digitalize their processes. When crafting your resume, it's crucial to portray not just your customer service abilities, but also your adaptability in a technology-driven workspace. In this role, patience and empathy are also key. The pandemic has put customer service reps under increasing pressure as businesses pivot to meet changing consumer needs. Your resume should tell a story of resilience, adaptability, and unflappable customer service even when faced with challenging situations.

Tips to help you write your Entry Level Customer Service Representative resume in 2024

   emphasize crm software proficiency.

In your 'Skills' section, be sure to include any experience with CRM software. Today, companies expect their customer service reps to efficiently manage customer data, making this skill a high-priority.

   Showcase Adaptability through Specific Examples

Under your 'Experience' section, cite specific instances where you adapted to sudden changes or challenges. It shows your resilience and ability to remain composed under unexpected circumstances which are essential in a customer service role.

Skills you can include on your Entry Level Customer Service Representative resume

Template 8 of 24: entry level customer service representative resume example.

If you’re still taking classes as a student, or even if you just graduated, the recruiting world can be an intimidating place -- especially if you don’t have much work experience. Don’t worry! You can use this template to show recruiters that you have relevant experience in internships or clubs, and that you’re fully capable and skilled for the role.

   Put your education at the top for entry-level roles

You may notice that this resume template is quite different from the other templates in organization, with the education section found at the top. This is intentional, and quite common in many successful entry-level resumes. Since most students don’t have a wealth of experiences in the workplace, recruiters will look at your education section to understand your interests and your experience. Make sure to include your GPA and any honors you may have, along with relevant coursework that may be applicable to the role. You can also include any relevant certifications to show that you are someone who takes initiative to learn.

   Relevant experience, skills, and projects highlighting transferrable customer support skills

Even though it’s okay to not have experience in customer satisfaction specifically, it’s important to include as many areas where you have engaged in similar capacities. Create detailed bullet points of any internships you might have had, and include responsibilities and achievements that are directly applicable to a customer service role. You can do the same with your experiences in volunteering or with university projects. For example, this applicant calls out that they did an analysis to “understand customer sentiment and purchasing trends”.

Template 9 of 24: Director of Customer Service Resume Example

The director of customer service is a senior-level role. This person oversees an organization's customer service program, policies, and procedures They may develop customer service KPIs and metrics, assist in developing budgets, interpret customer service data and reports, and more. All in all, this role is responsible for ensuring all aspects of a company’s customer service department are running smoothly. Given that this is a senior-level role, considerable customer service knowledge and experience is critical. Hiring managers will be looking for a candidate with a minimum of a bachelor’s degree in business adminstration or management. Moreover, ideal candidates for this role will have 5+ years of experience in customer service. Companies will look for a candidate with previous experience in roles such as sales manager, supervisor, or customer care executive. Strong candidates for this role will have a deep understanding of customer service metrics, budgeting, and project management.

Tips to help you write your Director of Customer Service resume in 2024

   highlight your project management knowledge and skills.

As a director of customer service, you will need to execute on many projects and tasks. It’s important to understand how to effectively work through projects and delegate tasks as appropriate. For this reason, you should show off any project management experience on your resume. It’s wise to get certified in Six Sigma Green Belt, or another popular project management framework.

   Showcase your success cross-collaborating interdepartmentally

The director of customer service will need to collaborate internally with the sales, marketing, and finance teams to complete projects and meet goals. Therefore, it’s important to detail instances where you have successfully collaborated with other departments to execute a project or meet a new goal.

Skills you can include on your Director of Customer Service resume

Template 10 of 24: director of customer service resume example.

The Director of Customer Service is a highly ranked position in the customer service team, and commands a large scope of responsibility for the organization’s implementation of customer service initiatives and execution of strategic imperatives. Accordingly, this position requires excellent business judgment, fantastic management skills, and strong decision-making abilities. It is essential to showcase evidence that you have such expertise by including detailed descriptions of your experience in customer service related positions, as well as evidence of your technical skills, specifically those needed to facilitate operational management.

   Strong work experience section, with evidence of management-level customer support experience

A detailed history of work experience in customer service is one of the most important parts of your resume when applying for a Director level role. Notice that the applicant uses strong action verbs as well as quantitative accomplishments throughout the bullet points under each role. Recruiters must be able to quickly skim your resume and obtain a picture of someone who has the expertise required for providing the strategic direction and knowhow to deliver high quality customer service and execute on standard policies and procedures.

   Technical skills, to help you get past Applicant Tracking Systems

As a Director of Customer Service, simply including your experience in working with customers might not showcase the necessary skills you need to qualify for the job. That’s why it’s important to emphasize your technical abilities with specific platforms such as Zendesk / HelpScout or Salesforce, or even with customer relationship management (CRM) systems. This also helps you get past ATS, or resume screeners, which may auto-reject your resume if you don't have the right skills on your resume.

Template 11 of 24: Retail Customer Service Rep Resume Example

This is an almost entirely customer-facing position. You will be the face of the company to the customer and will be on hand to lend a friendly face and to answer any questions they may have. You may also be tasked with dealing with customer complaints and offering solutions, as well as any cashier tasks, or sales tasks that may be assigned. This job requires a positive attitude, problem-solving skills, and excellent communication, among other soft skills. While no higher education is required, it would look good on your resume to have a degree. More importantly, however, is your experience. Recruiters want to see that you have had experience in customer-facing positions; preferably in the industry you are applying to. Take a look at this successful resume sample.

Tips to help you write your Retail Customer Service Rep resume in 2024

   gain certification to give you an edge..

Go the extra mile and gain customer service certification. It will show recruiters your commitment to the profession and will also show the knowledge and ability you bring with you. This applicant has three impressive certifications.

   Use your skills list to show task capabilities.

Show recruiters the functions of your job that you can do by using your skills list. Show them that you can handle customer service, sales, cashiering, etc. This applicant has done this very successfully.

Skills you can include on your Retail Customer Service Rep resume

Template 12 of 24: call center customer service rep resume example.

In this position, you will be helping customers with any queries or problems they may have related to the company. The only difference between you and other customer service reps is you will be working over the phone and in a call center. To succeed you must have excellent communication and problem-solving skills. The ability to remain polite and helpful in stressful situations is also key. The big benefit to this position is you do not have to be in the same physical location as the store or company. Many call centers for American companies are located in other countries. Here is a recruiter-approved resume sample for this position.

Tips to help you write your Call Center Customer Service Rep resume in 2024

   list all languages that you speak..

Having an extra language when working in a call center position is highly beneficial and desired. So list all languages that you can communicate with over the phone. Make sure to include your level of proficiency for each.

   Include your customer satisfaction rates.

An easy way to make your resume shine is to include actual figures that show recruiters how successful you have been in previous positions. So include your customer satisfaction rate or rate of resolving customer problems.

Skills you can include on your Call Center Customer Service Rep resume

Template 13 of 24: customer service specialist resume example.

A customer service specialist is in charge of handling any customer queries and resolving any issues they may face in a timely manner. This may be in person, over the phone, or via email. To succeed you must be an excellent communicator and problem solver. Recruiters will be looking to see customer service experience. While a degree is not always necessary, any related degree or certification will greatly benefit your application and resume.

Tips to help you write your Customer Service Specialist resume in 2024

   include all industry-standard tools in your skills section..

You need to show that you are experienced in using basic customer service tools. So make sure your tools list reflects this. Go a step further by finding out the tools of your company of choice and ensure you include those in your resume when applying to that company.

   Work on getting customer service certification.

Get a leg up on the competition by getting customer service certification. It will show your dedication to the profession and also indicate a strong skill set to recruiters.

Skills you can include on your Customer Service Specialist resume

Template 14 of 24: customer service agent resume example.

A customer service agent assists a company’s customers, addresses concerns, and answers questions. This is a customer-facing position so you need to be approachable, friendly, polite, and helpful. Recruiters would prefer to see a resume showing customer service experience in their industry. Any extra steps you have taken to gain certification or even a degree in customer service or a related field would also be a huge positive.

Tips to help you write your Customer Service Agent resume in 2024

   include any other customer-facing experience..

If you have experience in sales or any other customer-facing job, feel free to include it if your experience section is looking scarce. There are very many relevant transferable skills you will gain from these positions which would help you succeed as a customer service agent.

   Quantify your workload capabilities.

Impress recruiters by including figures of how many customer complaints you resolved in previous positions. Include any other impressive figures related to customer service tasks.

Skills you can include on your Customer Service Agent resume

Template 15 of 24: customer service cashier resume example.

A customer service cashier is responsible for processing payments of customers when they want to buy a company’s products. Your tasks may include scanning goods, confirming prices, processing cash or card payments, keeping the cashier area organized, bagging or wrapping goods, etc. Like other customer service staff, you need to have excellent communication and a polite and helpful demeanor. In addition, you will need to be good with numbers and be experienced in using payment technology. Recruiters would prefer to see applicants with retail cashier experience.

Tips to help you write your Customer Service Cashier resume in 2024

   keep your cashier tools section updated..

Technology is always advancing. As new and more efficient cashier tools are developed, ensure you learn to use them and update your resume to include them.

   Highlight any financial experience.

A degree in accounting or a similar field is extremely useful for this position. Any financial certifications would equally be beneficial. So ensure you list any related certifications. If you have none, consider gaining some to stand out from the crowd.

Skills you can include on your Customer Service Cashier resume

Template 16 of 24: customer service associate resume example.

A customer service associate ensures that a customer’s experience is as smooth and enjoyable as possible. You will need to be friendly and helpful. Your tasks will include handling any customer queries or problems and providing solutions to any issues they may have. You will also be in charge of keeping a good record of customer interactions and relaying any customer issues to your superiors. Soft skills you must possess include excellent communication, excellent problem-solving skills, and an inviting and calm demeanor. Take a look at this successful customer service associate's resume.

Tips to help you write your Customer Service Associate resume in 2024

   list your capabilities in the skills section..

Make your capabilities as easy to recognize as possible by listing the customer service tasks you can do in your skills section as this applicant has done.

   Include any customer-facing experience.

Customer-facing positions have a lot of overlap in terms of skills and tasks, so adding them to your resume will be useful. This applicant has included their cashier experience.

Skills you can include on your Customer Service Associate resume

Template 17 of 24: customer service sales associate resume example.

This is an entry-level position where you will be tasked with assisting customers at any point of their sales journey while in your store. You may be responsible for greeting customers as they arrive, answering any questions about products, assisting them in finding the right products, facilitating the payment process, and even handling refunds if necessary. This position requires excellent interpersonal skills, communication skills, and self-motivation, among others. Take a look at this resume sample.

Tips to help you write your Customer Service Sales Associate resume in 2024

   ensure your tools reflect the entire sales cycle..

Show recruiters that you are experienced with all industry-standard sales tools from cashier tools to scanning tools, to relevant customer CRMs. Go an extra step and find out what tools the company of your choice uses and make sure to include those in your resume.

   Show your background in finance-related tasks.

Doing cashier tasks is a fundamental part of the job. Because of that, recruiters will want to see that you are good with money and accounting. If you have any qualifications or previous experience in those fields, be sure to include them.

Skills you can include on your Customer Service Sales Associate resume

Template 18 of 24: healthcare customer service rep resume example.

Professionals in this position will assist customers, where necessary, in a clinical setting. Your tasks may include handling patient intake, patients’ files, booking appointments, and any queries or concerns customers may have. Having an educational background in the medical field would be a huge plus, as would having experience working in the medical field. You also need to be someone who is experienced in handling sensitive information, and who has a friendly disposition.

Tips to help you write your Healthcare Customer Service Rep resume in 2024

   use healthcare keywords..

Show recruiters you are experienced in the field. and improve your chances of passing through any ATS resume filters by using healthcare keywords. Useful keywords may include HIPAA, insurance, healthcare, EPIC, etc.

   Get certified in the healthcare field.

Go the extra step to get certified in one or more of the core functions of your job. This applicant is a certified healthcare customer service representative and certified medical coder.

Skills you can include on your Healthcare Customer Service Rep resume

Template 19 of 24: remote customer service rep resume example.

As the name suggests, this professional performs their customer service duties remotely via email or over the phone. Their duties may include responding to customer complaints or queries, building relationships with customers, notifying customers of promotions or discounts, etc. Your written and verbal skills need to be excellent to succeed in this role. Staying self-motivated and highly productive are also keys to success.

Tips to help you write your Remote Customer Service Rep resume in 2024

   include metrics of your workload capabilities..

Show recruiters how efficient and productive you are by including metrics such as how many emails you answered in a given period or how many calls you handled.

   Include your software and hardware tools.

If you work from home, include all the hardware you will be using in your tools section. A fast computer, a good pair of headphones, and a fast internet connection are some of the tools you will most probably need.

Skills you can include on your Remote Customer Service Rep resume

Template 20 of 24: call center manager resume example.

As a Call Center Manager, your role is essentially the backbone of a company's customer service operations, and your resume needs to reflect that. You're managing a team of agents, providing training, facilitating communications, and ensuring a high level of customer service. The industry is becoming more digitally focused, utilizing real-time data and advanced software to manage customer interactions. Your resume should convey your technological aptitude, and your understanding of customer service trends. When writing your resume, consider the performance metrics and targets that call centers focus on. Businesses are increasingly valuing managers who can demonstrate their impact through tangible achievements and metrics. Optimization and efficiency are the name of the game, so evidence of your ability to improve these areas is key.

Tips to help you write your Call Center Manager resume in 2024

   show proficiency in modern call center software.

The call center industry is heavily reliant on technology, and companies often require managers to be proficient in specific software. On your resume, list the call center platforms you're familiar with. This could include CRM software, call routing technologies, or analytic tools.

   Quantify your achievements in team management and customer service

Call center managers are expected to lead their team to meet specific goals and targets. These could be related to customer satisfaction, call handling times, or team productivity. Where you can, incorporate quantifiable achievements on your resume. For example, "Improved average call handling time by 15%".

Skills you can include on your Call Center Manager resume

Template 21 of 24: call center representative resume example.

As a hiring manager, I've come across a good number of resumes for Call Center Representatives. What strikes me about this role is the level of multitasking and customer service skills required. You're dealing with customer inquiries, complaints, and sometimes even emergencies, all while navigating various systems to log calls and find information. Recently, there's been a trend towards remote roles, which means you'll likely need to demonstrate your ability to work independently and manage your time effectively. When writing your resume, it's key to showcase these abilities, along with any experience you have in handling difficult situations or complex systems in a high-pressure environment.

Tips to help you write your Call Center Representative resume in 2024

   show your interpersonal skills.

As a Call Center Representative, you're the first point of contact for customers. It's your job to make them feel heard and understood. So, on your resume, you should give examples of your ability to empathize with customers and communicate clearly.

   Prove your tech proficiency

Even though you're in a people-oriented role, tech plays a huge part in your day-to-day tasks. You'll need to log calls, find customer information and possibly troubleshoot technical issues. So make sure to list any relevant tech skills or software familiarity you have on your resume.

Skills you can include on your Call Center Representative resume

Template 22 of 24: call center supervisor resume example.

As a Call Center Supervisor, your role is infused with a mix of administrative, leadership, and customer service elements. Your resume should reflect these unique aspects. Specifically, it must demonstrate your skills in managing employees, ensuring high-performance levels, and handling customer escalations. Recently, companies are leaning towards supervisors with a strong grasp of digital platforms and analytics as call centers move towards omnichannel customer service. So, stay ahead by showcasing your digital skills and familiarity with various call center software. Moreover, hiring managers are now seeking candidates who can work remotely without compromising team productivity. In your resume, you may want to present any experiences where you've successfully managed remote teams or worked in virtual call centers, to cater to this growing trend.

Tips to help you write your Call Center Supervisor resume in 2024

   show your people management skills.

As a Call Center Supervisor, you're in charge of a team. So, it's crucial to show your ability to lead and manage people effectively. Mention any strategies you've used to boost team morale, decrease staff turnover, or increase agent productivity.

   Highlight your proficiency in Call Center software

Call center operations heavily rely on software. Your resume should demonstrate your proficiency in using call center software, be it CRM systems, auto-dialers or analytics programs. Any experience in implementing or refining these tools can be a significant asset.

Skills you can include on your Call Center Supervisor resume

Template 23 of 24: call center agent resume example.

As a Call Center Agent, you're at the heart of customer interaction. You're the voice and ears of the company, providing solutions and offering assistance. Crafting a resume for this role requires a knack for showcasing your communication skills and empathy. Also, as remote operations become more commonplace due to recent trends, it's equally important to highlight experience or comfort with digital tools and remote work environments. Secondly, call centers are evolving into contact centers, with omnichannel interactions (calls, online chats, emails, etc.) becoming the norm, so versatility is key. When writing your resume, it's crucial to show rather than tell. Don't just claim you're patient or agile — provide concrete examples of when you've used these skills. Remember, quality of customer service pulls more weight in call center roles than a high volume of calls handled.

Tips to help you write your Call Center Agent resume in 2024

   show proficiency in using digital tools.

When listing your skills, show you're no stranger to digital tools. Mention specific software or platforms you've used in past roles, especially remote communication and collaboration tools. This shows you're ready to handle remote and on-site work.

   Demonstrate versatility in customer interactions

Instead of focusing solely on call handling, showcase experiences with different forms of customer interactions. Have you handled customer queries through live chats or emails? Have you dealt with difficult customers? Provide examples. These instances show you're adaptable and ready for the modern contact center world.

Skills you can include on your Call Center Agent resume

Template 24 of 24: call center csr resume example.

Working as a Call Center Customer Service Representative (CSR) isn't just about answering calls. It's about problem-solving on the fly, maintaining a positive attitude, and communicating effectively. A call center CSR resume needs to reflect that, but also keep up with the industry's shift towards multichannel support - handling emails, social media, and live chats. When crafting your resume, understand that it's not just about listing your previous roles, but showcasing your ability to handle an ever-evolving, fast-paced, customer-focused role.

Tips to help you write your Call Center CSR resume in 2024

   demonstrate your multi-channel proficiency.

In this digital age, call centers aren't just about making and receiving calls. You need to showcase your ability to handle emails, social media, and live chats. Include any previous experience and skills you have in these areas.

   Show your problem-solving skills

As a CSR, you need to be able to think on your feet. Use your resume to tell stories about how you've solved customers' problems efficiently and effectively. Quantifiable achievements here can really make you stand out.

Skills you can include on your Call Center CSR resume

We spoke with hiring managers from top customer service companies like Zappos, American Express, and Nordstrom to bring you the most effective tips for your customer service resume. These tips will help you showcase your skills and experience in a way that stands out to potential employers.

   Highlight your communication skills

Strong communication skills are essential for customer service roles. Make sure to emphasize your ability to communicate effectively with customers, both verbally and in writing.

• Demonstrated excellent verbal and written communication skills, consistently receiving positive feedback from customers and supervisors
• Skilled in active listening, empathy, and conflict resolution to effectively address customer concerns and provide solutions

Avoid vague statements that don't provide specific examples of your communication abilities:

• Good communication skills
• Able to talk to customers

   Showcase your problem-solving abilities

Employers value customer service representatives who can think on their feet and find creative solutions to customer issues. Highlight specific examples of how you've successfully resolved customer problems in the past.

• Resolved a complex billing issue for a long-time customer, resulting in a renewed contract and increased customer loyalty
• Developed a streamlined process for handling product returns, reducing customer wait times by 30%

Don't simply state that you have problem-solving skills without providing evidence:

• Problem solver
• Able to handle customer complaints

   Include metrics to quantify your achievements

Use numbers and percentages to demonstrate the impact of your work. This helps employers understand the scope of your responsibilities and the value you brought to your previous roles.

• Maintained a 95% customer satisfaction rating based on post-call surveys
• Handled an average of 50 customer calls per day, consistently meeting or exceeding team targets

Avoid using vague or unquantifiable statements:

• Helped many customers
• Improved customer satisfaction

   Tailor your resume to the specific job

Customize your resume to match the requirements of each customer service position you apply for. Use the job description as a guide to highlight the most relevant skills and experiences.

Customer Service Representative with 5+ years of experience in fast-paced call center environments. Skilled in handling high volume of customer inquiries, resolving complex issues, and maintaining a positive attitude under pressure. Proficient in Zendesk and Salesforce CRM software.

Generic summaries that could apply to any customer service job are less effective:

Customer Service Representative with experience in handling customer calls and emails. Good communication skills and ability to work in a team.

   Emphasize your technical skills

Many customer service roles require proficiency in specific software or tools. Make sure to list any relevant technical skills you possess, such as:

• Proficient in Zendesk, Salesforce, and Microsoft Office Suite
• Experienced in using live chat and social media platforms to provide customer support

Don't include outdated or irrelevant technical skills:

• Proficient in Windows 95
• Familiar with fax machines

   Highlight your industry-specific knowledge

If you have experience or knowledge related to the industry you're applying to, make sure to emphasize this in your resume. This can help you stand out from other candidates.

• Extensive knowledge of telecommunications products and services, allowing for quick and accurate resolution of customer inquiries
• In-depth understanding of e-commerce best practices and trends, enabling proactive customer support and upselling opportunities

Avoid generic statements that don't demonstrate industry-specific expertise:

• Knowledge of products and services
• Familiar with industry trends

Many recruiters skim through your resume -- some might spend less than a minute reviewing your application. That’s why it’s so important to craft a resume that highlights your strengths well, and that helps you stand out as a strong candidate. How do you craft such a resume? Below, we’ve gathered the top tips for creating a customer service resume that will help your application shine:

  Tailor your customer service resume with industry-specific keywords

Customer service employees may work in a variety of different industries -- nearly every type of company needs to regularly interface with customers and support their needs. When applying to work on a customer service team, it’s important to tailor your resume to the specific industry that you are applying for -- whether that’s tech, consumer goods, ecommerce, or something else. For example, if the job that you’re applying for is a fast-paced tech startup, you might include such phrases as “driving conversion rates”, “eliminating customer friction points”, or “ensuring agile and scalable operations.” Every industry has their own special jargon. If you’re stuck or not sure what phrases to use, you can find these sorts of keywords by looking through multiple job listings for customer service roles at similar companies and note any words or phrases that seem to get repeated. Using these industry-specific keywords shows your hiring manager that you’ve done your homework and are serious about the role.

   Structure strong bullet points using Action Verb + Task + Metric

Staring at a blank line in your resume can be frustrating. We’ve provided a simple framework for you to follow as you craft your bullet points for your customer service resume. Hiring managers want to quickly see the impact of your contributions, and this formula will help you do exactly that, instead of filling your resume with fluff. Here’s what it looks like:

  Use your skills section wisely

Use your skill section to highlight your expertise in customer service. What skills should you emphasize? Customer service employees need to know how to de-escalate tense customer situations, improve operations and efficiencies, and organize your team and their workflow. You must be strong in the “3 Ps of Customer Service Management”: professional, patient, and “people-first” attitude.

Writing Your Customer Service Resume: Section By Section

  header, 1. put your name on the first line.

Your name should be the most prominent element in your header, as it's the primary identifier on your resume. Make sure it stands out by using a larger font size than the rest of your contact details.

Here's an example of how to format your name in your header:

Avoid adding labels or titles next to your name that could distract from it, like this:

• Name: John Doe
• Customer Service Representative John Doe

2. Include essential contact details

After your name, list your key contact details so hiring managers can easily get in touch with you. Essential details to include are:

• Phone number
• Professional email address
• Location (City, State)

You can list these details on one line, separated by dividers. For example:

John Doe 555-123-4567 | [email protected] | New York, NY

Avoid providing too many details that clutter your header and distract from the essentials. For instance, there's no need to include:

• Multiple phone numbers
• Full mailing address with zip code
• Unprofessional email handles (e.g. [email protected] )

3. Showcase your customer service job title

If you have room in your header, consider adding your current or most recent job title related to customer service. This helps quickly convey your professional identity to hiring managers.

For example:

• John Doe, Customer Success Manager
• John Doe Customer Support Specialist

However, avoid listing multiple job titles or stuffing your header with keywords, as that can appear cluttered and spammy. Stick to one clear job title most relevant to the position you're applying for.

  Summary

A resume summary is an optional section that goes at the top of your resume, just below your contact information. It's a short paragraph, usually 3-5 sentences long, that highlights your most relevant skills, experiences, and achievements. While a summary is not required, it can be a valuable addition to your resume if you're changing careers, have a lot of experience, or want to provide additional context that's not already in your resume.

However, you should never use an objective statement instead of a summary. Objective statements are outdated and focus on what you want from an employer, rather than what you can offer them. A well-written summary, on the other hand, can grab the attention of a hiring manager and convince them to keep reading your resume.

To learn how to write an effective resume summary for your Customer Service resume, or figure out if you need one, please read Customer Service Resume Summary Examples , or Customer Service Resume Objective Examples .

1. Tailor your summary to the customer service role

When writing your summary for a customer service position, it's essential to highlight your relevant skills and experiences. Focus on customer service-specific skills such as communication, problem-solving, and conflict resolution. Mention any experience you have working with customers, whether it's in a retail setting, call center, or other customer-facing role.

For example, instead of a generic summary like this:

Experienced professional with a proven track record of success. Strong communication and organizational skills. Seeking a challenging position with opportunities for growth.

Try a tailored summary like this:

Customer service professional with 5+ years of experience in retail and call center environments. Skilled in resolving complex customer issues, improving customer satisfaction rates, and training new team members. Seeking to leverage my communication and problem-solving skills in a customer service manager role.

2. Quantify your achievements

Whenever possible, use numbers and metrics to quantify your achievements in your summary. This helps provide concrete evidence of your skills and experience, and makes your summary more impactful. For example:

• Resolved an average of 50+ customer inquiries per day while maintaining a 95% customer satisfaction rate
• Improved first call resolution rate by 15% through effective troubleshooting and communication
• Trained and mentored 10+ new customer service representatives

Avoid using vague or subjective phrases like "excellent customer service skills" or "strong communicator." Instead, let your quantified achievements speak for themselves.

  Experience

Your work experience section is the most important part of your customer service resume. It's where you'll showcase your relevant experience, key accomplishments, and the value you'll bring to the role.

Let's break down the essential components of a strong work experience section for customer service professionals:

1. Highlight your customer service skills

Throughout your work experience, emphasize the customer service skills you've developed and utilized, such as:

• Active listening
• Problem-solving
• Communication

Demonstrated active listening and empathy to fully understand customer needs, resulting in a 95% customer satisfaction rating.

Avoid simply listing responsibilities without highlighting the skills behind them. Instead of:

• Answered customer questions
• Utilized strong communication skills to clearly and patiently answer customer inquiries, leading to a 10% reduction in escalated issues.

Use our Targeted Resume tool to ensure you're highlighting the right customer service skills for each job you apply to.

2. Quantify your impact with metrics

Whenever possible, use hard numbers to demonstrate the impact of your work. Metrics help employers understand the scope of your experience and the value you've provided. Consider including:

• Customer satisfaction scores
• Average call handling time
• Number of customers assisted daily
• Percentage of issues resolved independently

Maintained a 98% customer satisfaction rating while handling an average of 50+ calls per day and resolving 90% of issues without escalation.

If you don't have access to exact metrics, estimates are better than no numbers at all. For example:

• Assisted an estimated 200+ customers per week via phone, email, and live chat.

When describing your achievements, start with the result or impact, then explain how you achieved it. This format makes your accomplishments stand out more.

3. Showcase your career progression

Highlight any promotions, increased responsibilities, or special projects you've taken on. This demonstrates your ability to grow and take on new challenges. For example:

Promoted to Senior Customer Service Representative after one year, taking on additional responsibilities such as training new hires and handling escalated customer issues.

If you don't have a formal promotion, you can still showcase growth:

• Selected to mentor new team members based on strong performance and leadership skills.
• Collaborated with cross-functional teams on a special project to improve the customer onboarding process, resulting in a 15% increase in customer retention.

Use our Score My Resume tool to get instant feedback on your resume's ability to showcase career progression and other key factors employers look for.

4. Tailor your experience to the job

While it's essential to showcase your overall customer service experience, it's even more impactful to highlight experience that's directly relevant to the specific role you're applying for. Review the job description and consider:

• Which of your experiences are most similar to the responsibilities of this role?
• Have you worked in a similar industry or with a similar product/service?
• Do you have experience with any tools or technologies mentioned in the job description?

For example, if the job emphasizes experience with a specific CRM system, you might say:

• Utilized Zendesk CRM to efficiently manage and track customer interactions, ensuring timely and personalized support.

Avoid focusing on experience that isn't relevant to the role. Instead, prioritize the experiences that best match what the employer is looking for.

If you're having trouble identifying which experiences to highlight, try copying and pasting the job description into a word cloud generator. The most frequently used words will likely be the most important to the employer.

  Education

The education section of your customer service resume should be concise and highlight your most relevant qualifications. It's important to tailor this section to the job you're applying for and showcase the skills and knowledge that make you a strong candidate.

1. Put education at the top if you're a recent grad

If you've recently graduated or have limited work experience, place your education section at the top of your resume. This will draw attention to your academic achievements and relevant coursework.

Bachelor of Arts in Communication University of California, Los Angeles Graduated: May 2022 Relevant Coursework: Customer Service Strategies, Business Communication, Conflict Resolution

2. List relevant coursework and projects

If you're a recent graduate or have completed courses directly related to customer service, consider listing them under your degree. This can demonstrate your knowledge and skills to potential employers.

Examples of relevant coursework and projects:

• Customer Service Strategies
• Business Communication
• Conflict Resolution
• Capstone Project: Developed and implemented a customer satisfaction survey for a local business

3. Keep it brief for senior-level positions

If you have extensive work experience in customer service, your education section should be brief. Include your degree, university, and graduation year (optional).

Here's an example of what to avoid:

Master of Business Administration University of Texas at Austin Graduated: May 1998 Relevant Coursework: Marketing, Finance, Organizational Behavior GPA: 3.8

Instead, keep it concise:

Master of Business Administration, University of Texas at Austin

Action Verbs For Customer Service Resumes

Use this list of common customer service action verbs to effectively describe your achievements throughout your work experience. Your customer service resume should emphasize the impact of your accomplishments and contributions with strong action verbs. Try to be creative and use a new action verb for each bullet point. To pack an even more powerful punch, combine your verb with quantifiable results to show tangible proof of your work.

• Communicated
• Interviewed
• Transformed

For more related action verbs, visit Customer Service Action Verbs .

For a full list of effective resume action verbs, visit Resume Action Verbs .

Action Verbs for Customer Service Resumes

Skills for customer service resumes.

When you find the Customer Service positions that you want to apply for, always make sure to read the job description carefully from beginning to end. Hiring managers are often overwhelmed with hundreds of applications, and want to ensure that the candidates they select are serious about the position. Instead of simply dropping a generalist resume, make sure to do your due diligence -- and show that you’ve done it! How can you show that you’re done your homework on the role? Go through the job description -- you can even copy and paste it into another document and highlight the specific skills they mention. Then, make sure to include those in your work experience and note them in your resume’s Skills section. You should also try to tailor your bullet points in your Work Experience section to cater to those skill sets where you can (e.g. Enhanced customer satisfaction by 80% using [Skill name]) Generally, hiring managers who are looking to fill customer service roles are on the hunt for candidates who demonstrate excellent communication skills, a demonstrated track record of ensuring customer satisfaction, and -- if you’re applying for a role that leads a team -- strong leadership abilities such as strategy development and decision-making.

• Customer Support
• Technical Support
• Troubleshooting
• Salesforce.com
• Contact Centers
• Customer Experience
• Customer Service
• Account Management
• Customer Relationship Management (CRM)
• Social Media
• SME management
• Microsoft Access
• Telecommunications

How To Write Your Skills Section On a Customer Service Resumes

You can include the above skills in a dedicated Skills section on your resume, or weave them in your experience. Here's how you might create your dedicated skills section:

Skills Word Cloud For Customer Service Resumes

This word cloud highlights the important keywords that appear on Customer Service job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.

How to use these skills?

Resume bullet points from customer service resumes.

You should use bullet points to describe your achievements in your Customer Service resume. Here are sample bullet points to help you get started:

Identified steps to decrease rates of returns and frauds, resulting in $75k in cost savings.

Provided excellent customer service, effectively reducing customer complaints from 65% to 23% within the first 8 months.

Acted as key contact for issue resolution and customer advocacy, reducing issues and complaints by over 45% .

Collaborated with 10 department managers and peers to develop and implement policies and procedures that increased internal efficiency by 20%.

Created customer satisfaction survey utilizing MS Project increasing customer retention by 12% and onboarding 3 new customers.

For more sample bullet points and details on how to write effective bullet points, see our articles on resume bullet points , how to quantify your resume and resume accomplishments .

Other Administrative Resumes

Cloud developer.

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• Customer Service Team Leader

5 Amazing customer service team leader Resume Examples (Updated 2023) + Skills & Job Descriptions

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Customer service team leader: resume samples & writing guide, employment history.

• Respond to customer inquiries and complaints in a timely manner
• Manage customer service operations, including staffing, scheduling and budgeting
• Develop strategies to improve customer service quality and team performance
• Handle customer inquiries, complaints and escalations
• Develop customer service strategies to improve customer loyalty and retention
• Evaluate customer service calls and provide feedback to team members
• Train and coach customer service team members to ensure they are up-to-date with product knowledge and customer service techniques

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Professional Summary

• Monitor customer service metrics and analyze trends to identify areas of improvement
• Maintain customer service standards by monitoring and evaluating team performance
• Analyze customer service data to identify areas of improvement
• Create and implement customer service policies and procedures
• Develop customer service processes to improve efficiency and reduce costs
• Ensure customer service team members are following company policies and procedures
• Monitor customer feedback and provide reports to management
• Develop customer service initiatives to increase customer satisfaction

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Table of Content

• Introduction
• Resume Samples & Writing Guide
• Resume Example 1
• Resume Example 2
• Resume Example 3
• Resume Example 4
• Resume Example 5
• Jobs Description
• Jobs Skills
• Technical Skills
• Soft Skills
• How to Improve Your Resume
• How to Optimize Your Resume
• Cover Letter Example

customer service team leader Job Descriptions; Explained

If you're applying for an customer service team leader position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

customer service team leader

• Supervise the work of customer services in Australia and India, office and administrative employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. 
• Train or instruct employees in job duties or company policies or arrange for training to be provided. 
•  Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
• Compute figures such as balances, totals, or commissions. 
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work. 
•  Maintain Customer Records using Salesforce, Emersion,Utilibill and Wholesale Provider Systems.
•  Maintained the first point of contact with customers as they come into the restaurant
•  Made customers aware of the menu, new dishes and any price changes or add-ons
• Prepared and delivered food orders based on customers’ choice
•  Ensured prepared food is up to standard sanitation procedures
• Packed food and drinks for ‘To Go’ customers
• Manage and supervise a group of customer service agents and monitor their day-today work.
•  Recruit, coach, and develop customer service agents.
•  Review statistics and compile accurate reporting
•  Take escalations from customers and handle their requests as necessary.
•  Screening of new candidate resumes and conducting interviews.
•  Creating new recruiting strategies and improving talent acquisition branding.
•  Coordinating interviews for other members and attending networking events and hiring seminars
• Opening up the Store
• Doing change orders for about 20 tills of money
• Starting up all the Registers
• Helping out the Customers/Team members
• Greeting all the Customers
• Car Service/ Helping the customers to take the trolley to their car and unpacking it for them
• Scanning and packing their Groceries in their Trolley
• Contact customers via email to respond to inquiries and provide information about their orders. 
• Respond to all queries through social media (Facebook, Instagram and Twitter). 
• Resolve customers’ service or billing complaints by performing activities such as request the exchange of merchandise, refunds or bills adjustment.
• Obtain and examine all relevant information to assess validity of complaints, resolve it or raise the case to Management.
• Recommend improvements in customer service procedures and shipping service to prevent future problems.
• Supervise and train the customer service team to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems and guiding them into the correct tone to respond to emails. 
• Provide Management with complaints reports. 

customer service team leader Job Skills

For an customer service team leader position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

• Computer Literacy
• Database Management
• Quality Assurance
• Troubleshooting
• Data Analysis
• Project Management
• Risk Management
• Process Improvement
• Business Acumen
• Financial Management
• Visualization
• Strategic Thinking
• Documentation
• Supervisory
• Relationship Management

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

• Communication
• Interpersonal
• Time Management
• Problem Solving
• Decision Making
• Critical Thinking
• Adaptability
• Organization
• Public Speaking
• Negotiation
• Conflict Resolution
• Attention to Detail
• Self-Motivation
• Stress Management
• Collaboration
• Emotional Intelligence
• Flexibility
• Reliability
• Professionalism
• Customer Service
• Presentation
• Written Communication
• Social Media
• Relationship Management.

How to Improve Your customer service team leader Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Provide your Contact Information and Address Year Gaps

Always explain any gaps in your work history to your advantage..

• Employers want to know what you've accomplished, so make sure to explain any gaps using a professional summary.
• Adding extra details and context to explain why you have a gap in your work history shows employers you are a good fit for the position.

How to Optimize Your customer service team leader Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

• Manege custmer service operations, includin staffing, schedulig and budgeting
• Handel custmer inquiries, compliants and escalations
• Create and implement custmer service policys and procedurs.
• Creat and implement customer service policys and proceduers
• Monitor customer feedbackd and provide reports to managment
• Manag customer service operations, includin staffing, scheduling and budgetting
• "I like to eat ice cream
• it is my favorite dessert"
• I likes to eat icecream
• it is my favorit dessert

Include Job Descriptions and Avoid Bad Grammar

Avoid sending a wrong first impression by proofreading your resume..

• Spelling and typos are the most common mistakes recruiters see in resumes and by simply avoiding them you can move ahead on the hiring process.
• Before submitting your resume, double check to avoid typos.

customer service team leader Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an customer service team leader position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

To the respected Apple Recruitment Team

I am excited to apply for the Senior Customer Service Team Leader role at Apple. As a highly skilled Customer Service Team Leader, I am confident that I have the necessary experience and abilities to make a valuable contribution to your organization.

Throughout my life, I have pursued my passion for Customer Service and have gained experience in this field as a result. This experience has given me valuable skills such as Quality Assurance and Professionalism, which I am excited to bring to this position. I am eager to work with a team that shares my enthusiasm as a Customer Service Team Leader and help your organization achieve its well determined goals.

Thank you for considering my application for the Senior Customer Service Team Leader role at your organization. I am dedicated to continuous improvement, and elated about the opportunity to join your team and work towards achieving our shared goals together.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

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