How to Write a Customer Service Manager Resume (And Example)

By Indeed Editorial Team

Published November 14, 2022

The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.

Businesses prioritize customer service so they can connect with clients, develop relationships, and generate repeat sales. A customer service manager (CSM) leads the customer service department, organizes staff training, and develops methods for increasing customer satisfaction. Learning how to write an effective resume for CSM positions can improve your chances of getting a job in this field. In this article, we discuss what a CSM is, outline steps for writing an effective resume, and provide a template and an example to help you when writing yours.

What is a customer service manager?

A customer service manager focuses on the relationship between a business and its clients. Typically, they lead a team or department responsible for handling customer inquiries. CSMs gather statistics on customer satisfaction, train customer service staff in how to assist clients and resolve issues, implement policies to increase customer satisfaction, and consult with other managers to ensure that they consider the interests of the client in their decisions. CSMs work for businesses across many industries because customer satisfaction is a key concern for almost every company.

CSMs typically have both customer service experience and a business or management background. They might earn degrees or certifications in business before starting their career. CSMs can start working as customer service representatives before entering management. Effective CSMs understand the feelings of clients and know how to lead a team as they work to increase customer satisfaction. Candidates for customer service manager positions typically submit a resume outlining their previous leadership experience, customer service knowledge, and skills, such as communication, statistical analysis, and resolution of customer issues.

Related: How to Write a Customer Success Manager Resume in 10 Steps

How to write a CSM resume

Writing an effective CSM resume can help you highlight your skills and experience with a prospective employer. Here are steps you can follow when writing your own:

1. Study the job posting

Before you write your resume, study the job posting for the role. You can learn about the academic, experience, and skill requirements for the position and ensure that your resume shows how you meet or exceed them. Consider visiting the company's website to learn about the business' values and culture and adapt your resume accordingly. If you can adapt your resume to show that you share the values of the company and meet the role's requirements, you can increase your chances of moving forward in the application process.

2. Start with a header

Start your resume with a header that includes your name, any professional certification you have, and contact information, such as your phone number and e-mail address. This makes it easy for hiring managers to contact you to arrange an interview. CSMs might have a professional designation, such as management professional or customer service professional. There are many ways to format the header of your resume to attract a hiring manager's attention. Search for different templates online, and choose one that can effectively display your information and give your resume a professional appearance.

Related: How to Write the Best Resume Header

3. Write a professional summary

A professional summary is a two- or three-sentence statement providing key information about your background and accomplishments. You can use this to encourage hiring managers to read more of your resume. Include your experience in a management role, statistics that demonstrate how you improved customer relations in a previous position, and educational accomplishments, such as a Master of Business Administration.

4. Emphasize your experience

In the main section of your resume, you can present information about your past roles and experience. You can organize this section chronologically, starting from your most recent role, or you can highlight relevant experience first. Provide information such as the name of the organization you worked for, your job title, and the start and end dates of your employment. Then use bullet points to detail your duties and accomplishments in the role. Try to provide quantitative figures, such as percentages, to show how you helped the company grow or achieve goals.

Related: How to Describe Your Work Experience on a Resume

5. List your skills

The skills section allows you to list the aptitudes that help you succeed in this role. You can group the skills into categories or provide them as a single list. CSMs can list customer service manager skills such as dispute resolution, relationship management, leadership, staff training, and data analysis. Try to ensure that the skills you list match those required for the job.

Related: Ways to Improve Customer Service Skills (With Tips)

6. Detail your education

In the education section, you can mention your degrees or certifications. Give the name of the degree, the issuing institution, and your date of graduation. CSMs might list degrees such as a bachelor's in commerce, hospitality and tourism, or marketing. A master's degree might make you a more competitive candidate, and you can include this at the top of your education section if you have one. You may also include customer relations specialist or client service specialist certifications. Emphasizing your qualifications helps you demonstrate that you have the knowledge to succeed in the role.

7. Proofread your resume

After you complete your resume, read it over and correct any spelling or grammatical errors. Consider approaching colleagues who work as CSMs or in the customer service department. You could ask them to review your resume and suggest improvements. As you continue to apply for new positions, try to adapt your resume to match the requirements of each one. Continue to add information concerning new skills or certifications as you gain them.

Resume template

Resume templates can help you understand how to organize your skills and experience into a document you can use in a job application. Here's a template you can use to help you create your own resume:

[First name] [Last name], [Degree or certification if applicable]

[Phone number] | [E-mail address] | [City], [Province or Territory]

Professional Summary

[Two to three sentences that highlight years of experience, relevant skills, education, or certifications and achievements as a professional.]

Experience

[Job Title] | [Employment dates]

[Company Name] | [City], [Province or Territory]

  • (Strong verb) + what you did (more detail) + reason, outcome, or quantified results.

  • [Job duty]

  • [Job duty]

  • [Job duty]

  • [Job duty]

[Job Title] | [Employment dates]

[Company Name] | [City], [Province or Territory]

  • (Strong verb) + what you did (more detail) + reason, outcome, or quantified results.

  • [Job duty]

  • [Job duty]

Skills

[Skill] | [Skill] | [Skill] | [Skill] | [Skill] | [Skill]

Education

[Degree and major] | [Name of school or university]
[City], [Province or Territory]

[Certification name], [Host organization] - [Year completed or expiration date]

Related: Resume Template FAQ and Their Answers (With 6 Tips)

Resume example

Here's an example resume you can use as a guide when writing your own:

Perry Holmes

123-456-9812 | perry@email.com | Toronto, Ontario

Professional Summary

Dedicated customer service professional with four years of experience leading a large customer service team. Developed initiatives that led to a 95% customer satisfaction rate and a 67% repeat sales rate.

Experience

Customer Success Manager | October 2018–Current
Prominence Inc. | Toronto, Ontario

  • Led a customer service team of 30 people for a large sports equipment company and increased reported customer satisfaction from 87% to 97%

  • Developed a training program for new customer service agents and supported the team in their work

  • Created a system for categorizing customer inquiries and decreasing response time from two days to three hours

  • Collected customer satisfaction data and used it to implement new policies throughout the company

  • Suggested new products to the design team to help meet customer requirements

Customer Satisfaction Specialist | May 2016–September 2018
Octagon Products | Toronto, Ontario

  • Responded directly to client concerns for a flooring manufacturing company

  • Listened to client input, searched for solutions, and worked to resolve any issues

  • Won the Employee of the Month award in June 2017 and April 2018 after receiving positive feedback from several clients

Skills

Relationship management | Dispute resolution | Data analysis | Leadership | Training | Communication

Education

Bachelor of Commerce, Lakeshore University
Client Service Manager Certification - 2015

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