How to Include Customer Service Work Experience on a Resume
By Indeed Editorial Team
Published June 10, 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.
An effective resume details a job candidate's relevant work experience. If you're applying for a customer service position, try to include any previous customer service work on your resume. By writing about your customer service experience, and by detailing your duties and responsibilities in those roles, you can increase your chances of securing a new customer service job. In this article, we explain what customer service work experience is, provide steps for how to write about your customer service work experience on a resume, list some examples of duties to mention, and give some examples of customer service roles.
What is customer service work experience?
Customer service experience can include a number of different duties, including answering customer queries, greeting customers, placing orders for customers, fulfilling returns for customers, and helping customers find the product for which they're looking. If you've worked in customer service and are now applying for a new job, especially for another customer service position, it's important to include your previous customer service experience on your resume. The principal way you can do this is by including your previous customer service duties in the work section of your resume.
When writing about your previous customer service duties, it's beneficial to be specific and detailed about the duties you performed. For example, instead of simply writing that you managed a customer service team, write about how you oversaw a team of nine customer service representatives and how you helped your team increase productivity by 25% over a seven-month period. The more specific your examples are, the more effective they typically are. This is especially true if you can quantify the successes you've achieved in the past, so hiring managers have a clear example of how you helped your previous company.
How to include customer service work experience on a resume
It's important to know how to effectively describe your customer service work experience on a resume. The information you include on your resume about your previous customer work experience is important, but just as important can be how you include and format that information. Here are several steps you can take to highlight your customer service work when writing your resume:
1. Study the job posting and the position's responsibilities
Before you begin to actually write your resume, it's often helpful to carefully study the job posting for the position to which you want to apply. Note the duties and responsibilities listed and write down any experience you have performing these duties, or experience you have using skills you can transfer in executing these duties. Hiring managers usually want to hire somebody who has experience either working in the available position or similar experience from working in a comparable role.
It's also often helpful to research the position before you write your resume. Look up the most common responsibilities associated with that job title. If you're applying for a new position within the customer service sector, you likely have a good understanding of what the hiring manager expects of candidates. Knowing about the typical responsibilities of that position can help you customize your resume for that position.
2. Write about your work experience
Once you're confident that you understand the duties and responsibilities associated with the position, you can start wiring your resume, knowing which of your experiences to emphasize. Construct a work experience section and list your previous jobs in reverse chronological order. List the dates that you started and finished working each job, include the official job title, and state the name of the company, business, or organization that employed you.
Unless you have limited experience, only include positions you've held that relate to the job to which you're applying. If you've only had one or two jobs in your career, then you can include everything, but it's best to only focus on jobs that relate to the position you're applying for, if possible. For each position you've held, write a few bullet points about the duties you performed. Wherever possible, use specific and quantifiable examples of what you've achieved in previous customer service roles. It's best to keep your bullet points short to avoid clutter and difficult-to-read formatting.
3. Discuss your skills
It's important to include a skills section in your resume that details any relevant customer service skills you've learned and used in your previous customer service work. Such skills demonstrate your capability to perform the customer service duties required for the position for which applying. For example, being an effective customer service representative requires good interpersonal skills. Writing about any specific interpersonal skills you have can positively differentiate you from other candidates.
4. Provide references for your previous customer service work
If possible, include references for your customer service experience. Adding the name, title, and contact information of a former employer or colleague who can speak positively about your contributions to that workplace. You can include this information as part of this section or in a separate references section of your resume. If you have a written statement from a reference, you can include that on a separate page of your job application package.
Examples of customer service responsibilities to include on a resume
Knowing how to discuss the relevant customer service duties and responsibilities you've had in the past is important. You want to discuss these duties in detail and in a way that shows how you can help the company where you want to work. Here are some examples of how you can write about your previous customer service responsibilities on your resume:
Recorded account information and kept it up to date
Oversaw customer financial accounts and processed adjustments
Recommended various products and services to customers based on their needs and preferences
Managed a team of seven customer service representatives and increased customer retention by 11%
Followed company guidelines on language, procedures, and protocols
Upgraded and cancelled customer accounts as needed
Handled customer complaints and offered solutions or alternatives to resolve these situations in a manner suitable to the customer
Provided quality assurance regarding services to customers
Helped customers place orders, request refunds, and conduct exchanges
Utilized sales computer technology to maintain customer records and orders
Informed potential and existing customers about promotions, sales, and deals
Different customer service roles
There are many different positions within the customer service sector. The duties and responsibilities of each of these customer service roles can differ significantly. Some of the more common customer service job titles include:
Customer service representative
One of the most common titles within customer service is the customer service representative, sometimes called a CSR. These customer service professionals typically work directly with customers. They work on the floor in retail stores, call centres, and service-oriented businesses. They help customers find the products for which they're looking, assist them with returns and exchanges, notify them of deals and sales, and work to ensure that customers enjoy their experiences with the company.
Remote customer service representative
Remote CSRs have many of the same responsibilities as other CSRs, but they work remotely. Most often, these CSRs work from home. They interact with customers over the phone, via e-mail, or by using an instant messenger service.
Customer service manager
A customer service manager oversees a team of CSRs. They help train CSRs and monitor their team members' progress. Customer service managers sometimes set goals for their team members to motivate them and quantify their productivity.
Customer service engineer
Customer service engineers work to solve technical issues that a customer may have with a service or product. Sometimes they work with a customer directly and sometimes they oversee and implement system fixes and upgrades. Many customer service engineers have IT backgrounds.
Customer success manager
A customer success manager oversees a customer success team. These teams work to ensure that customers understand how to use the product or services their company provides to help customers achieve their desired results. Custom success managers often train and motivate these team members.
Customer success team lead
A customer success team lead manages a team of customer success managers. These team leaders help customer success managers and representatives understand the goals of their teams. They usually focus on increasing overall customer satisfaction, reducing customer losses, and securing new customers.
An implementation specialist helps customers use and implement new products or services. This can increase satisfaction by ensuring that customers know how to correctly benefit from the products or services the company provides. Implementation specialists help with a company's project management and customer campaign management.
Customer experience director
A customer experience director, also called a director of the customer experience, works to ensure the company maintains a positive customer-focused service. They work to increase overall customer satisfaction. They can do this by drafting policies based on customer data that update and improve customer experience and establish goals for customer service teams.
Chief customer officer
A chief customer officer, or CCO, is an executive-level position that oversees a company's whole customer service leadership team. They participate in high-level, organizational decision-making related to customer experience and customer service. It's their job to ensure the company maintains high customer revenue retention and sales.
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