In a realm where service is king, your resume needs to reflect your royalty.
Customer service roles demand a unique blend of skills and personality traits. But which ones truly matter to recruiters? To find out, we asked over 500 customer service hiring managers about the keywords they look for in resumes.
Embark on a journey with us to explore these golden keywords and transform your customer service resume into a powerful asset.
Top Customer Service Resume Keywords with Examples
| Resume Keyword | Example Usage in Resume |
|---|---|
| Empathy | Demonstrated strong empathy while handling customer complaints, leading to a 30% decrease in escalations. |
| Active Listening | Utilized active listening skills to understand customer needs, resulting in a 25% increase in customer satisfaction scores. |
| Problem-Solving | Resolved complex customer issues through effective problem-solving, reducing repeat calls by 20%. |
| Communication Skills | Excelled in verbal and written communication, leading to a 95% positive feedback rate from customers. |
| Patience | Maintained patience during high call volumes, ensuring consistent quality service. |
| Positive Attitude | Consistently displayed a positive attitude, contributing to a 15% increase in team morale. |
| Product Knowledge | Leveraged extensive product knowledge to provide accurate information, increasing customer trust. |
| Attention to Detail | Ensured attention to detail in order processing, resulting in a 99% accuracy rate. |
| Conflict Resolution | Skilled in conflict resolution, effectively defusing tense situations with customers. |
| Time Management | Managed time effectively, handling an average of 60 calls per day. |
| Adaptability | Adapted quickly to new software, improving efficiency in customer query resolution. |
| Teamwork | Collaborated with team members to share best practices, enhancing overall service quality. |
| Multitasking | Excelled in multitasking, simultaneously managing chat and phone inquiries. |
| Customer Retention | Implemented strategies that contributed to a 10% improvement in customer retention. |
| CRM Software Proficiency | Proficient in using Salesforce CRM to track customer interactions and history. |
| Sales Skills | Demonstrated strong sales skills by upselling products, contributing to a 15% increase in sales. |
| Technical Skills | Utilized technical skills to assist customers with software troubleshooting. |
| Data Entry | Accurate and fast data entry, maintaining up-to-date customer records. |
| Customer Education | Educated customers on product features, leading to higher product usage. |
| Feedback Collection | Efficient in collecting and analyzing customer feedback to inform service improvements. |
| Persuasion | Employed persuasion skills to successfully handle objections and retain customers. |
| Professionalism | Maintained professionalism in all customer interactions, enhancing brand image. |
| Customer Service Metrics | Monitored and achieved key customer service metrics including response time and satisfaction rates. |
| Bilingual | Offered bilingual support, improving communication with Spanish-speaking customers. |
| Process Improvement | Contributed to process improvement initiatives, resulting in a 20% increase in team efficiency. |
| Empowerment | Empowered customers by providing comprehensive solutions, boosting customer confidence. |
| Rapport Building | Excelled in building rapport with customers, resulting in repeat business. |
| De-escalation Techniques | Applied de-escalation techniques effectively to calm upset customers. |
| Quality Assurance | Adhered to quality assurance guidelines to ensure optimal customer service. |
| Goal-Oriented | Achieved and exceeded monthly performance goals consistently. |
| Customer-Centric | Adopted a customer-centric approach, leading to higher customer loyalty. |
| Efficiency | Enhanced efficiency by reducing average call handling time by 15%. |
| Interpersonal Skills | Demonstrated strong interpersonal skills in dealing with diverse customer needs. |
| Reliability | Recognized for reliability in meeting work schedules and deadlines. |
| Follow-Up | Skilled in follow-up, ensuring customer issues are resolved satisfactorily. |
| Innovation | Introduced innovative solutions to improve customer service processes. |
| Complaint Handling | Expertise in complaint handling, turning dissatisfied customers into brand advocates. |
| Decision Making | Exhibited strong decision-making skills in fast-paced environments. |
| Flexibility | Showed flexibility by working various shifts, including evenings and weekends. |
| Customer Feedback Analysis | Analyzed customer feedback to identify trends and areas for improvement. |
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Why Are Keywords Important in a Customer Service Resume?
In customer service, resumes are often processed through ATS that look for keywords indicative of customer service expertise. A lack of relevant keywords can result in a resume being passed over.
The ATS is designed to identify candidates who match the job’s specific customer service requirements. Keywords such as ‘conflict resolution’, ‘customer engagement’, and ‘service-oriented’ should be included, tailored to the nature of the customer service position being sought.
Alison Adams, a Philly native and proud University of Pennsylvania alum, is your go-to Career Expert with a laid-back approach. She’s been in the job seeker’s shoes and knows how to navigate the wild world of work. Alison’s all about sharing practical tips and tricks with a personal touch, making her a favorite for those looking to level up their careers.
