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Customer Service Manager Resume Examples: Proven To Get You Hired In 2024

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Customer Service Manager Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., customer service manager resume sample.

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.

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Recruiter Insight: Why this resume works in 2022

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.

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)

Customer Relations Manager Resume Sample

Operations manager resume sample.

As a career coach and hiring manager who has worked with companies like Amazon, Zappos, and Zendesk, I've seen firsthand what makes a great customer service manager resume stand out. The following tips will help you craft a compelling resume that showcases your skills and experience in the best possible light.

   Highlight your leadership experience

Employers want to see that you have experience leading and managing teams. Use specific examples to demonstrate your leadership skills:

• Led a team of 15 customer service representatives, resulting in a 20% increase in customer satisfaction scores
• Implemented a new training program that reduced average call handle time by 30 seconds
• Coached and mentored 5 junior team members, resulting in 2 promotions within 6 months

Avoid generic statements that don't provide any real insight into your abilities:

• Managed a team of customer service representatives
• Responsible for training and development

   Emphasize your problem-solving skills

Customer service managers are often faced with complex problems that require creative solutions. Use your resume to showcase your problem-solving abilities:

• Developed a new escalation process that reduced customer complaints by 25%
• Identified and resolved a recurring issue with the company's CRM system, saving an estimated $10,000 per month in lost productivity
• Created a troubleshooting guide for common customer issues, reducing average handle time by 2 minutes

Avoid vague statements that don't demonstrate your impact:

• Handled customer complaints and issues
• Troubleshot technical problems

   Quantify your achievements

Whenever possible, use numbers and metrics to quantify your achievements. This helps employers understand the impact you've had in your previous roles:

• Increased customer retention rate from 75% to 90% over a 6-month period
• Reduced average call wait time from 5 minutes to 2 minutes, resulting in a 15% increase in customer satisfaction scores
• Implemented a new upselling strategy that increased revenue by $500,000 annually

Avoid using subjective or vague language to describe your accomplishments:

• Significantly improved customer satisfaction scores
• Greatly reduced call wait times
• Substantially increased revenue through upselling

   Tailor your resume to the job description

Every company has different needs and priorities when it comes to customer service. Tailor your resume to the specific job you're applying for by highlighting the skills and experience that are most relevant:

• If the job description emphasizes technical support skills, focus on your experience troubleshooting complex issues and working with various software systems
• If the company values customer retention, highlight your success in reducing churn rates and increasing customer loyalty
• If the role requires managing a large team, emphasize your leadership experience and ability to coach and develop others

Avoid using a generic, one-size-fits-all resume that doesn't speak directly to the company's needs:

Customer service professional with 10+ years of experience managing teams and improving customer satisfaction. Skilled in problem-solving, communication, and leadership.

   Showcase your industry knowledge

Employers want to know that you understand their business and the challenges they face. Use your resume to demonstrate your knowledge of the industry and how you've applied it in your previous roles:

• Implemented a new customer feedback system based on best practices from the retail industry, resulting in a 20% increase in survey response rates
• Developed a training program for new hires that incorporated the latest research on effective communication techniques in the healthcare industry
• Created a set of customer service standards based on benchmarks from top-performing companies in the technology sector

Avoid using generic language that could apply to any industry:

• Improved customer satisfaction through effective communication and problem-solving
• Trained new hires on company policies and procedures

   Highlight your soft skills

While technical skills are important for customer service managers, soft skills are equally critical. Use your resume to showcase your ability to communicate effectively, lead teams, and build relationships:

• Collaborated with cross-functional teams to develop and implement a new customer onboarding process, resulting in a 25% increase in customer retention
• Mediated conflicts between team members and customers, resulting in a 90% resolution rate and improved team morale
• Built strong relationships with key stakeholders across the organization, resulting in increased support for the customer service department and its initiatives

Avoid using cliched or overused phrases to describe your soft skills:

• Strong communication skills
• Team player
• Detail-oriented

By following these tips and showcasing your skills and experience in a compelling way, you'll be well on your way to landing your next customer service manager role.

Writing Your Customer Service Manager Resume: Section By Section

  summary.

While a resume summary is optional, it can be a powerful way to introduce yourself and highlight your most relevant qualifications for a customer service manager position. A well-crafted summary can grab the attention of hiring managers and showcase your unique value proposition. However, it's crucial to avoid using an objective statement, as they are outdated and fail to focus on what you can offer the company.

When writing your summary, tailor it specifically to the customer service manager role and the company you're targeting. Emphasize your key strengths, experiences, and achievements that align with the position's requirements. Keep it concise, typically no more than 3-4 sentences, and make sure it complements rather than repeats information already present in other sections of your resume.

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

1. Highlight your customer service expertise

Your summary should showcase your expertise in customer service and how it aligns with the manager position. Consider the following examples:

• Customer service professional with 5+ years of experience in various industries
• Experienced in handling customer complaints and resolving issues

While these examples mention customer service experience, they lack specificity and fail to demonstrate leadership skills. Instead, try something like:

• Customer service leader with 5+ years of experience managing teams in fast-paced call center environments
• Proven track record of implementing training programs that increased customer satisfaction ratings by 20%

By highlighting your leadership experience and quantifiable achievements, you show that you have the skills necessary to excel as a customer service manager.

2. Tailor your summary to the company's needs

To make your summary more impactful, research the company and tailor your statement to their specific needs and values. For example:

Customer service manager with 7+ years of experience seeking a challenging role in a fast-paced environment. Skilled in training, coaching, and motivating teams to exceed performance goals.

While this summary mentions relevant skills, it feels generic and could apply to any customer service manager position. Instead, consider tailoring it to the company:

Customer-centric leader with 7+ years of experience seeking to leverage expertise in training and continuous improvement to contribute to [Company Name]'s mission of providing exceptional support. Proven ability to motivate teams, optimize processes, and exceed performance goals, resulting in a 15% increase in customer retention.

By mentioning the company's name and mission, as well as highlighting a specific achievement that aligns with their goals, you demonstrate a genuine interest and show how you can add value to their organization.

  Experience

Your work experience section is the core of your resume. It's where you show hiring managers what you've accomplished and what makes you a great fit for the role. In this section, we'll break down everything you need to know to write a strong work experience section on your customer service manager resume.

1. Focus on your customer service achievements

Many job seekers make the mistake of simply listing their job duties and responsibilities in their work experience section. While this gives hiring managers an idea of what you did in your previous roles, it doesn't tell them how well you performed or what kind of results you achieved.

To make your resume stand out, focus on highlighting your accomplishments and the impact you made in each role. Quantify your achievements whenever possible, using metrics such as:

• Increased customer satisfaction ratings by 25% within 6 months
• Reduced average call handling time by 20% through process improvements
• Trained and mentored a team of 15 customer service representatives

2. Use strong, industry-specific action verbs

When describing your work experience, use strong action verbs that are specific to the customer service industry. This helps hiring managers quickly understand the scope of your responsibilities and the impact you made in each role.

Examples of strong action verbs for a customer service manager resume include:

• Implemented
• Streamlined

Avoid using generic or overused verbs like "helped" or "assisted". Instead, choose verbs that paint a clear picture of your contributions and leadership abilities.

3. Tailor your experience to the job description

One of the biggest mistakes job seekers make is using the same generic resume for every job application. To increase your chances of landing an interview, it's important to tailor your resume to each specific job you apply for.

Start by carefully reading the job description and noting the key skills, qualifications, and experience the employer is looking for. Then, look for ways to highlight your relevant experience and accomplishments in your work experience section.

Customer Service Manager, ABC Company Responsible for managing a team of customer service representatives. Handled customer inquiries and complaints. Trained new hires.

While this example lists some relevant responsibilities, it doesn't provide any context or highlight the candidate's specific contributions. Here's a better example:

Customer Service Manager, ABC Company Led a team of 20 customer service representatives, implementing new training programs that increased customer satisfaction ratings by 30%. Streamlined processes to reduce average call handling time by 25%. Collaborated with cross-functional teams to develop and launch a new customer loyalty program.

4. Highlight your career progression

As a customer service manager, hiring managers want to see that you have a track record of growth and advancement within the field. If you've held multiple positions or received promotions within the same company, make sure to highlight this in your work experience section.

One way to do this is by grouping your experience under each company, with your most recent position listed first. For example:

ABC Company Senior Customer Service Manager (2018-Present) - Achievements/responsibilities Customer Service Manager (2016-2018) - Achievements/responsibilities Customer Service Representative (2014-2016) - Achievements/responsibilities

This format makes it easy for hiring managers to see your career progression and understand how you've grown and developed within the customer service field.

  Education

The education section of your customer service manager resume should be concise yet impactful. It's an opportunity to showcase your relevant academic background and certifications that qualify you for the role. Here are some key tips to keep in mind when writing this section:

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

If you've graduated within the last few years and your education is your strongest qualification, place the education section above your work experience. This is especially important if you have limited professional experience in customer service management.

Here's an example of how to format your education when you're a recent graduate:

Bachelor of Science in Business Administration University of Arizona, Tucson, AZ Graduation Date: May 2022 GPA: 3.8/4.0 Relevant Coursework: Customer Relationship Management, Service Operations Management, Business Communications

2. Keep education brief if you're a seasoned professional

For customer service managers with several years of work experience, the education section should be concise. Hiring managers will be more interested in your professional accomplishments than your academic background.

Here are some examples of what not to include:

• High school diploma if you have a college degree
• Graduation dates if they were more than 10 years ago
• Irrelevant coursework or extracurricular activities

Instead, focus on your degree, university, and any relevant certifications:

MBA, Marketing Concentration Georgetown University B.A., Communications University of Michigan

3. Include relevant certifications in customer service

In addition to your formal education, include any professional certifications you've earned that are relevant to customer service management. These can demonstrate your expertise and commitment to the field.

Some examples of relevant certifications include:

• Certified Customer Service Professional (CCSP)
• Call Center Management Certification
• Certified Client Service Specialist (CCSS)

If you have multiple certifications, consider creating a separate "Certifications" section to keep your education section streamlined.

  Skills

The skills section of your resume is where you highlight your top abilities that are relevant to the customer service manager role. It's an opportunity to show the hiring manager, at a glance, that you have the right mix of skills to excel in the position.

Many companies today use Applicant Tracking Systems (ATS) to automatically scan resumes for specific skills they're looking for. Tailoring your skills section to include relevant keywords from the job description can help your resume pass through these filters and land on the hiring manager's desk.

1. Identify key customer service skills

Before you start listing your skills, take a close look at the job description. Make a list of the key skills and qualifications the employer is looking for in a customer service manager.

Some common customer service manager skills include:

• Customer service
• Team leadership
• Conflict resolution
• Problem-solving
• Communication
• Time management
• CRM software (e.g. Salesforce, Zendesk)

Once you have your list, match your own skills and experiences to the ones the employer is seeking. These are the skills you'll want to highlight in your skills section.

2. Categorize your skills

To make your skills section easy to scan, consider grouping your skills into categories. This helps the hiring manager quickly see that you have the right mix of skills for the role.

For example, you might have categories like:

• Customer Service : Conflict resolution, empathy, active listening
• Leadership : Team management, coaching, performance reviews
• Technical : Zendesk, Salesforce, Microsoft Office

Grouping related skills together paints a clearer picture of your overall skill set and makes your resume more impactful.

3. Focus on hard skills over soft skills

While soft skills like communication and problem-solving are important for customer service managers, your skills section should primarily focus on your hard skills. These are the specific, teachable abilities you have that qualify you for the role.

Skills: Communication, leadership, hardworking, dedicated, problem-solving, detail-oriented

The example above is full of overused, generic soft skills that don't really tell the hiring manager anything about your actual qualifications. Instead, focus on listing concrete skills, tools, and knowledge areas:

Skills: Customer Service : Complaint resolution, customer retention, upselling Leadership : Performance reviews, coaching, team building Technical : Zendesk, Salesforce, Hootsuite, Google Analytics

4. Be specific and use industry terms

The more specific you are with your skills, the more convincing you'll be as a candidate. Use industry-specific terminology where appropriate to show your domain knowledge.

For example, instead of just listing 'data analysis', get more granular:

• Customer satisfaction metrics
• Net Promoter Score (NPS)
• Average handle time (AHT)
• First call resolution (FCR)

Using terms that are common in the customer service industry signals to the hiring manager that you understand the field and would need less training to get up to speed.

Skills For Customer Service Manager Resumes

Here are examples of popular skills from Customer Service Manager job descriptions that you can include on your resume.

• Troubleshooting

Customer Service

• Salesforce.com
• Technical Support
• Social Media
• Customer Relationship Management (CRM)
• Microsoft Access
• Contact Centers

Skills Word Cloud For Customer Service Manager Resumes

This word cloud highlights the important keywords that appear on Customer Service Manager job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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Resume Guide: Detailed Insights From Recruiters

• Customer Service Resume Guide & Examples for 2022

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•  Get a resume score compared to other Customer Service Manager resumes in your industry.

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•  Get rid of hidden red flags the hiring managers and resume screeners look for.

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Customer Service Manager Resumes

• Template #1: Customer Service Manager
• Template #2: Customer Service Manager
• Template #3: Customer Service Manager
• Template #4: Customer Relations Manager
• Template #5: Operations Manager
• Skills for Customer Service Manager Resumes
• Free Customer Service Manager Resume Review
• Other Administrative Resumes
• Customer Service Manager Interview Guide
• Customer Service Manager Sample Cover Letters
• Alternative Careers to a Customer Support Representative
• All Resumes
• Resume Action Verbs

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Customer Service Manager Resume: Sample & Job Description

When it comes to the job of a customer service manager, it is essential to have a comprehensive set of skills to deliver exceptional service experiences to customers. To achieve this feat, a customer service manager needs to be an expert in communication, problem-solving, leadership, and so on. In short, a customer service manager is responsible for managing a team of professionals who interact with customers daily to offer products or services, ultimately ensuring clients are happy and satisfied.

An effective customer service manager resume is critical to landing this job. This document should demonstrate your experience, accomplishments, and qualifications in a way that highlights your potential as a customer service manager. The importance of having an effective customer service manager resume cannot be overstated, as this is the first impression a potential employer will have of you.

In the following sections, we will examine the components of an effective customer service manager resume, examine what employers are looking for, provide examples, and define the job description of a customer service manager.

Customer Service Manager Job Description

The job of a Customer Service Manager is to oversee a team of customer service representatives who provide assistance and support to customers. The role is crucial in ensuring that the customers are satisfied with the company’s services and products.

Roles and Responsibilities of a Customer Service Manager

The following are some of the key roles and responsibilities of a Customer Service Manager:

• Leading and managing a team of customer service representatives, ensuring that they provide excellent customer service to customers
• Developing and implementing customer service policies and procedures that align with the company’s goals and objectives
• Handling customer complaints, managing customer inquiries, and ensuring timely and effective resolution of customer issues
• Monitoring team performance, identifying areas for improvement, and providing feedback and coaching to team members
• Collaborating with other departments (such as Sales and Marketing) to ensure a seamless and positive customer experience
• Collecting and analyzing customer feedback, and using the insights to improve customer service processes and strategies
• Managing and maintaining customer databases, ensuring that customer information is accurate and up-to-date
• Developing and managing budgets for the customer service department, ensuring that resources are allocated effectively

Skills and Qualifications required for a Customer Service Manager Job

To be successful in a Customer Service Manager role, the following skills and qualifications are required:

• Strong leadership skills, with the ability to motivate and inspire a team to deliver excellent results.
• Excellent communication skills, both verbal and written, with the ability to articulate complex information clearly and concisely.
• A customer-focused mindset, with the ability to understand and empathize with customer needs and concerns.
• Strong problem-solving skills, with the ability to analyze data, identify patterns, and develop effective solutions.
• Excellent organizational skills, with the ability to manage multiple tasks and projects simultaneously.
• Proficiency in customer service software and CRM systems.
• A Bachelor’s degree in Business Administration, Communications, or a related field is preferred.
• Prior experience in a customer service management role is highly desirable.

The role of a Customer Service Manager is critical to the success of any business. It requires strong leadership skills, excellent communication, and problem-solving skills, as well as the ability to understand and empathize with customer needs, to ensure that customers are satisfied with the company’s products and services.

Understanding the Resume Format and Design for Customer Service Manager

When it comes to landing a position as a Customer Service Manager, presenting a well-designed resume is crucial. Your resume is your first impression to a potential employer and your chance to showcase your skills and achievements. A poorly designed resume can lead to missed opportunities, while a well-crafted one can help you stand out to hiring managers.

Importance of a Well-Designed Resume for a Customer Service Manager

A Customer Service Manager works in a role that requires excellent communication skills, problem-solving ability, and customer service expertise. These skills should be reflected in your resume. A well-designed resume can help you communicate these skills effectively.

A well-designed resume helps you to:

Showcase your skills and achievements – A well-designed resume can help to make your skills and achievements stand out.

Make a great first impression – A well-designed resume can impress hiring managers and keep them interested in your application.

Stand out in a crowded job market – A well-designed resume can help you to attract attention among a sea of other applicants.

Standard Format for Creating a Customer Service Manager Resume

Creating a standard format for a Customer Service Manager resume can help to make sure that you are presenting the right information, in the best way possible. Here is a standard format for creating a Resume for a Customer Service Manager:

The header should include your name, address, phone number, and email address. This information should be clearly visible and easily readable.

A summary section should provide a brief overview of your professional background, skills, and achievements. Keep it to two to three sentences.

List your relevant skills such as communication, problem-solving, customer service for Customer Service Manager

• Work Experience

The work experience section lists your previous employment, job title, dates of employment, and key achievements. Use bullet points to highlight your achievements.

The education section lists your highest degree, the institution, and degree subject and the date you graduated.

• Certifications

List relevant certifications you have earned that are important to the customer service industry.

By following these standard format guidelines, you can create a resume that will showcase your skills and achievements in the best light possible. With a great resume, you will be well on your way to landing your dream job as a Customer Service Manager.

Resume Summary for Customer Service Manager

In the highly competitive job market, having a powerful and impressive resume summary is a must-have for all job seekers, including customer service managers. The resume summary is a brief and concise statement that highlights your relevant skills, experiences, accomplishments, and qualities, which demonstrate your suitability for the job. It is a vital section that recruiters and hiring managers often look at first and use it to determine if your application is worth considering or not. Therefore, a well-crafted resume summary can make a significant difference in your job search.

A good resume summary for a customer service manager should be straightforward, clear, and persuasive. It should mention your years of experience in providing exceptional customer service, managing teams, and achieving business goals. It should also highlight your skills in communication, problem-solving, conflict resolution, and leadership, as these are critical for success in this role. Moreover, incorporating specific metrics and achievements can enhance your resume summary and make it more compelling.

Here are some examples of good resume summaries for a customer service manager:

A results-driven and customer-focused customer service manager with 10+ years of experience in leading high-performing teams and improving customer satisfaction. Expertise in analyzing customer data, identifying trends, and implementing effective solutions that enhance the customer experience. Proven track record of exceeding sales targets while reducing costs and increasing operational efficiency.

A strategic and collaborative customer service manager with 8+ years of experience in managing diverse teams and improving customer retention. Proficient in developing and implementing customer service policies, procedures, and training programs that align with the company’s mission and values. Skilled in performance management, coaching, and mentoring team members to achieve their full potential.

A dynamic and adaptable customer service manager with 12+ years of experience in managing global teams and delivering exceptional customer service across various industries. Extensive knowledge of customer service technologies, including CRM software, chatbots, and social media platforms. Proven ability to lead cross-functional teams, optimize processes, and exceed customer expectations.

Your resume summary for a customer service manager should capture your skills, experiences, and achievements in a concise and compelling format. It should highlight your relevant qualifications and demonstrate why you are the best candidate for the job. By creating a strong resume summary, you can increase your chances of securing an interview and land your dream job.

Professional Experience for Customer Service Manager Resume

When it comes to applying for a Customer Service Manager position, having relevant work experience in your resume is crucial. This section should showcase your accomplishments and skills within the customer service industry.

Here are some examples of job descriptions and bullet points that you can include in your Customer Service Manager Resume:

Job Description 1:

• Supervised a team of 10 customer service representatives and ensured adherence to company policies and customer satisfaction goals
• Developed and implemented training programs to improve employee performance and enhance overall customer experience
• Conducted performance evaluations and provided constructive feedback to team members
• Monitored daily operations and reported on key metrics to upper management
• Resolved complex customer issues and escalated to appropriate teams when necessary

Job Description 2:

• Managed a high-volume customer service department consisting of 20+ representatives across various channels (phone, email, chat)
• Analyzed customer feedback and implemented strategies to improve overall satisfaction and retention rates
• Collaborated with cross-functional teams to resolve customer issues and improve service delivery
• Developed and implemented standard operating procedures to improve efficiency and reduce response times
• Trained new team members and provided ongoing training to ensure continuous development and improvement

When writing your bullet points, make sure to use action verbs and quantify your accomplishments whenever possible. For example, instead of saying “Managed a team,” you could say “Successfully managed a team of 10 representatives, resulting in a 20% increase in customer satisfaction ratings.” This demonstrates not only that you were successful in your role but also the specific impact it had on the company.

When crafting your professional experience section, focus on showcasing your leadership skills, customer service expertise, and ability to drive results. With a well-crafted resume, you can position yourself as a top candidate for any customer service manager position.

Educational Qualifications and Certification for Customer Service Manager Resume

As a Customer Service Manager, your role is critical in ensuring the satisfaction of the customer. To be considered for this position, there are certain educational qualifications and certification programs that you should have.

Relevant Educational Qualifications

A bachelor’s degree in business administration, marketing, or a related field is often preferred for a Customer Service Manager position. This qualification offers you the foundational understanding of business operations, marketing strategies, and customer relationship management, which are essential for the role.

Furthermore, continuing education courses in customer service, public relations, and communication can be beneficial in enhancing your problem-solving abilities, communication, and managerial skills.

Certification Programs for Customer Service Managers

Certification programs offer the opportunity to demonstrate that you possess the requisite skills and knowledge required to become a Customer Service Manager. Some of the certification programs that may boost your chances of landing a job in this role include:

Certified Customer Service Manager (CCSM):  This certification demonstrates that you possess the necessary skills required to manage a customer service team effectively, boost customer satisfaction levels, and provide exceptional customer service.

Certified Manager of Customer Service and Support (CMCSS):  This program validates your expertise in managing customer service teams and ensuring customer satisfaction through effective problem-solving and resolution.

Certified Customer Experience Professional (CCEP):  This certification program provides you with a comprehensive understanding of customer experience management, including strategies for improving customer engagement, loyalty, and retention.

Listing Education and Certifications on the Resume

When it comes to listing your education and certifications on your resume, it’s essential to showcase your qualifications in the best light possible. Here are some tips to help you do so:

Place your education and certification information in a separate section on the first page of your resume, under a heading like “Education and Certifications.”

List your degrees and certifications in reverse chronological order, beginning with the highest degree or most recent certification.

Provide the name and location of the school or organization that awarded the degree or certification, the degree or certification title, and the year you obtained it.

Use bullet points to highlight any relevant coursework, honors, or awards you received while pursuing your degree.

Include any relevant professional development courses, workshops, or conferences you attended.

Key Skills and Competencies for Customer Service Manager Resume

As a customer service manager, it is essential to have a combination of technical and soft skills that can help you deliver outstanding support to customers while managing a team of customer service representatives. Some of the technical skills required for the job include familiarity with customer service software and tools like CRM, chat and email management systems, and call center software. On the other hand, soft skills are equally important, and hiring managers expect to see that you have solid communication, leadership, problem-solving, and conflict resolution skills.

Here are some job descriptions and bullet points that can help you highlight your key skills and competencies in your customer service manager resume:

• Technical Skills:
• Strong skills in using CRM software and deploying call center applications effectively.
• Knowledge of common helpdesk and email management tools for optimal results.
• Proficiency in call management systems and hold queue management.
• Understanding of essential eCommerce and web applications to improve customer experience.
• Soft Skills:
• Exceptional written and verbal communication skills to interact with customers and clients of diverse backgrounds
• Excellent leadership skills to manage and motivate a team of customer service representatives to deliver results.
• Solid problem-solving skills to resolve complex customer issues and escalations effectively
• Ability to handle difficult situations and conflicts with customers calmly and professionally.
• Strong organizational and analytical skills to drive customer satisfaction and generate insights.

A Customer Service Manager resume must showcase the extensive combination of technical and soft skills required to excel in the role. Providing specific examples of how you have used your skills in previous positions will demonstrate that you are an experienced and qualified candidate for the job. With a well-thought-out key skills and competencies section, you can make an excellent impression on hiring managers and increase your chances of landing the position.

Achievements and Accomplishments for Customer Service Manager Resume

As a customer service manager, showcasing your achievements and accomplishments in your resume is crucial to standing out to potential employers. These highlights can demonstrate your ability to lead a team, improve customer satisfaction, and drive business growth. Here are some examples of achievements and accomplishments that can be included in your customer service manager resume:

Improved Customer Satisfaction Ratings:

• Increased customer satisfaction ratings by 20% through implementation of new customer service initiatives and staff training programs.
• Achieved a Net Promoter Score (NPS) of 9, surpassing industry average of 7.

Increased Efficiency and Productivity:

• Spearheaded implementation of a new customer relationship management (CRM) system resulting in a 15% increase in efficiency and service delivery.
• Successfully implemented workforce management strategies that increased productivity by 25% while reducing costs by 10%.

Developed High Performing Teams:

• Successfully managed and coached a team of 20 customer service representatives, resulting in a 30% increase in employee satisfaction and retention rates.
• Lead teams in exceeding customer service KPIs by 25%, including average handle time, first call resolution, and call abandonment rates.

Contributed to Revenue Growth:

• Increased revenue by 15% through upselling and cross-selling strategies that were incorporated into customer service workflows.
• Developed customer retention programs, leading to a 25% increase in customer lifetime value.

By including specific and quantifiable achievements and accomplishments in your resume, you can demonstrate your value as a customer service manager candidate. Make sure to tailor these highlights to the specific job description and company culture to make your resume stand out even more.

References for Customer Service Manager Resume

When it comes to including references in a Customer Service Manager Resume, it’s important to choose the right individuals that can add value to your application. Consider selecting people who have worked with you in a professional capacity, such as former managers or colleagues, and who can speak to your customer service skills and abilities.

When formatting the references section of your Customer Service Manager Resume, it’s important to follow a consistent and professional format. Here are a few tips to keep in mind:

1. Choose the right heading

Use the heading “References” or “References Available Upon Request” and place it at the bottom of your resume. This will ensure that your references are included, but not taking up valuable space at the top of your document.

2. Include relevant information

List your references in reverse chronological order, starting with your most recent or current employer. Include their name, title, company, and contact information, including their email and phone number. You can also include a brief sentence or two outlining how you know the reference and their relationship to you.

3. Ask for permission

Before including someone as a reference, it’s important to ask for their permission first. This not only shows respect for the individual, but it also ensures that they are prepared to speak positively about your skills and abilities.

4. Prepare your references

It’s important to give your references a heads up before you start applying for jobs. Let them know that you will be using them as a reference and provide them with a copy of your resume and the job descriptions you are applying for. This will help them prepare and speak more specifically to the skills and abilities that are most relevant to the position.

Including references in a Customer Service Manager Resume can help add credibility to your application, but it’s important to choose the right individuals and present them in a professional and consistent manner. Follow these tips to ensure that your references section is tailored to the position and makes a positive impression on potential employers.

Common Mistakes in Customer Service Manager Resume

When creating a customer service manager resume, it’s important to avoid common mistakes that can hurt your chances of landing the job. Here are some tips and tricks to help you improve your customer service manager resume.

Common Mistakes

1. focusing too much on duties rather than achievements.

One common mistake is focusing too much on the duties you performed in your previous roles and not enough on your achievements. Hiring managers want to know what you accomplished, not just what tasks you completed. Make sure your resume highlights your accomplishments, such as improving customer satisfaction ratings or increasing sales.

2. Including irrelevant information

Another mistake is including irrelevant information. Hiring managers don’t need to know your hobbies or personal interests unless they are directly related to the job. Stick to relevant information, such as your work experience and skills.

3. Using a generic resume

Using a generic resume that doesn’t highlight your specific skills and experience can also hurt your chances of landing a job. Customize your resume for each job you apply for, highlighting the skills and experience that are most relevant to that position.

4. Not including relevant keywords

Many companies use applicant tracking systems (ATS) to screen resumes for relevant keywords. If your resume doesn’t include the keywords they are looking for, it may not even make it past the initial screening process. Do some research on the company and the job description to identify the keywords you should include.

Tips and Tricks

1. use a clear and concise format.

Make sure your resume is easy to read and highlights your skills and experience. Use a clear and concise format, with bullet points to break up paragraphs and make it easier to skim.

2. Include metrics and achievements

Make sure your resume includes metrics and achievements that highlight your skills and experience. For example, if you increased customer satisfaction ratings in your previous role, include the percentage increase.

3. Customize your resume for each job

Customize your resume for each job you apply for, highlighting the skills and experience that are most relevant to that position. Use the job description as a guide to identify the keywords and skills you should highlight.

4. Use relevant keywords

Make sure your resume includes relevant keywords to improve your chances of getting past the initial screening process. Do some research on the company and the job description to identify the keywords you should include.

By avoiding common mistakes and following these tips and tricks, you can improve your customer service manager resume and increase your chances of landing the job.

Applicant Tracking System (ATS) and Customer Service Manager Resume

When applying for a job as a Customer Service Manager, it’s important to understand the role of the Applicant Tracking System (ATS) in the selection process. An ATS is used by many employers to manage the recruitment process and screen job applications. Its primary function is to scan resumes for specific keywords and phrases that match the job description, followed by ranking the most qualified candidates.

To make sure your Customer Service Manager resume is ATS friendly, follow these tips:

1. Use the job description as a guide

Start by reading the job description carefully and identify the keywords and phrases relevant to the position. Use these words to describe your experience and skills throughout your resume but make sure to avoid using irrelevant or clichéd phrases.

2. Choose the right format

ATS systems are often not compatible with complex formatting or graphics, so it’s essential to use a simple, clean and easy to read format. Use bullet points, headings and subheadings to make your resume easy to scan and follow.

3. Focus on achievements

Include specific achievements and results to showcase your skills and success in delivering excellent customer service. Use metrics and data, such as customer satisfaction ratings, response times and efficiency rates, to quantify your achievements and demonstrate your impact.

4. Include a skills section

Create a specific section for your skills, listing the core skills required for the position. This not only ensures that your skills are prominently displayed on your resume, but also makes it easier for ATS systems to identify them.

5. Use the right keywords

Make sure to use relevant keywords throughout your resume, especially in the skills and experience sections. This not only helps with ATS systems, but also appeals to human recruiters and helps them quickly identify your suitability for the role.

By following these tips, you can create an ATS-friendly Customer Service Manager Resume that highlights your skills and achievements while increasing your chances of landing an interview.

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• • Led a team of 50+ employees, fostering a culture of safety, performance, and customer service excellence in a fast-paced environment.
• • Implemented strategic operational improvements, increasing team efficiency by 20%, which directly impacted on-time flight departures.
• • Orchestrated cross-functional collaboration during irregular operations to minimize passenger disruptions, reducing complaints by 25%.
• • Developed an employee recognition program that improved team morale and reduced turnover by 15%.
• • Managed compliance with DOT, FAA, and other regulatory agencies, ensuring 100% audit pass rate.
• • Spearheaded a customer feedback initiative that enhanced service delivery, resulting in a 10-point NPS increase.
• • Coached and mentored a frontline team of 35 employees, promoting continuous improvement in service standards.
• • Achieved highest customer satisfaction ratings in the region for 4 consecutive quarters, reflecting outstanding service delivery.
• • Led a project to redesign the customer service training program, enhancing staff competencies and performance.
• • Effectively managed team scheduling and resources during peak travel seasons, ensuring operational stability.
• • Negotiated with vendors to improve resource allocation, saving the company 10% in operational costs.
• • Directed a customer-facing team of 20, ensuring all members were trained to provide high-quality service.
• • Initiated a problem-solving framework that improved resolution times for passenger issues by 30%.
• • Collaborated with airport security to implement a new screening process, improving overall safety.
• • Managed the interface with IT to enhance automation in guest service areas, boosting efficiency by 15%.

5 Customer Service Manager Resume Examples & Guide for 2024

As a customer service manager, your resume must showcase your leadership abilities. Demonstrate your experience in guiding teams towards excellence in service delivery. Highlight your adeptness at resolving customer issues with efficiency and empathy. Your track record should reflect measurable improvements in customer satisfaction.

All resume examples in this guide

Traditional

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As a customer service manager, articulating your diverse skill set and achievements in a concise manner can be a significant resume challenge. Our guide provides targeted advice and examples to help you distill your experience into powerful, impactful statements that will catch an employer's eye.

• customer service manager resumes that are tailored to the role are more likely to catch recruiters' attention.
• Most sought-out customer service manager skills that should make your resume.
• Styling the layout of your professional resume: take a page from customer service manager resume examples.

How to write about your customer service manager achievements in various resume sections (e.g. summary, experience, and education).

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Enhancing your customer service manager resume: format and layout tips

Four popular formatting rules (and an additional tip) are here to optimize your customer service manager resume:

• Listing experience in reverse chronological order - start with your most recent job experiences. This layout helps recruiters see your career progression and emphasizes your most relevant roles.
• Including contact details in the header - make sure your contact information is easily accessible at the top of your resume. In the header, you might also include a professional photo.
• Aligning your expertise with the job requirements - this involves adding essential sections such as experience, skills, and education that match the job you're applying for.
• Curating your expertise on a single page - if your experience spans over a decade, a two-page resume is also acceptable.

Bonus tip: Ensure your customer service manager resume is in PDF format when submitting. This format maintains the integrity of images, icons, and layout, making your resume easier to share.

Finally, concerning your resume format and the Applicant Tracker System (ATS):

• Use simple yet modern fonts like Rubik, Lato, Montserrat, etc.
• All serif and sans-serif fonts are friendly to ATS systems. Avoid script fonts that look like handwriting, however.
• Fonts such as Ariel and Times New Roman are suitable, though commonly used.
• Both single and double-column resumes can perform well with the ATS.

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

The key to your customer service manager job-winning resume - present your expertise with these sections:

• A header to make your resume more scannable
• Snapshot of who you are as a professional with your resume soft skills, achievements, and summary or objective
• Job advert keywords in the skills section of your resume
• Resume experience quantifying your past job successes with metrics
• A relevant education, certification, and technical sills section to provide background to your technological/software capabilities

What recruiters want to see on your resume:

• Proven track record of improving customer satisfaction and retention rates.
• Strong leadership skills and experience in managing a diverse team of customer service representatives.
• Experience with customer service software, CRM systems, and call center technology.
• Demonstrated ability to design and implement effective customer service processes and standards.
• Excellent communication skills, with an emphasis on conflict resolution and customer de-escalation techniques.

Quick formula for writing your customer service manager resume experience section

Have you ever wondered why recruiters care about your customer service manager expertise?

For starters, your past roles show that you've obtained the relevant on-the job training and expertise that'd be useful for the role.

What is more, the resume work experience section isn't just your work history , but:

• shows what you're capable of achieving based on your past success;
• proves your skills with (oftentimes, tangible) achievements;
• highlights the unique value of what it's like to work with you.

To ensure your resume work experience section is as effective as possible, follow this formula:

• start each bullet with a powerful, action verb , followed up by your responsibilities, and your workplace success.

The more details you can include - that are relevant to the job and linked with your skill set - the more likely you are to catch recruiters' attention.

Additionally, you can also scan the job advert for key requirements or buzzwords , which you can quantify across your experience section.

Not sure what we mean by this? Take inspiration from the customer service manager resume experience sections below:

• Orchestrated a customer service department overhaul, improving average call response time by 25% within the first year.
• Implemented a new CRM system across the company, facilitating a more personalized customer interaction and increasing customer satisfaction scores by 15%.
• Led a team of 50 customer service representatives, fostering a dynamic working environment that decreased staff turnover by 30%.
• Overhauled the customer feedback system to include direct follow-up actions, slashing resolution times by 40% and boosting recurring customer rates.
• Spearheaded the development of a bilingual customer support team to cater to the Spanish-speaking segment, leading to a 20% increase in market capture.
• Collaborated with the sales team to streamline the customer onboarding process, resulting in a 35% reduction in initial support tickets.
• Developing and leading a remote customer service team of over 200 employees, maintaining a 95% satisfaction rate amidst the shift to telecommuting.
• Championed a customer self-service portal project, reducing incoming ticket volume by 50% and enabling representatives to focus on more complex queries.
• Conceived and executed a targeted customer retention campaign, which enhanced customer loyalty and reduced churn by 18%.
• Launched a customer experience training program to enhance service quality, resulting in the team achieving the highest customer satisfaction rating in the company’s history—92%.
• Initiated a cross-functional taskforce to identify and rectify the root causes of process bottlenecks, improving overall service delivery speed by 20%.
• Negotiated with software vendors to introduce AI-driven chatbots, enabling 24/7 customer support and reducing average wait times by 70%.
• Managed a high-volume customer service center, successfully handling an average of 5,000 queries per day with a 99% issue resolution rate.
• Played a pivotal role in the conceptualization and deployment of a rewards program that increased customer lifetime value by 25%.
• Coordinated with the IT department to enhance the company's customer support software, effectively cutting down average handling time by 15%.
• Integrated social media into the customer service strategy, growing the platform’s support efficacy by 40% and leading to an industry award for innovation.
• Supervised the deployment of an NPS system, utilizing customer feedback to guide service improvements, which pushed the NPS score up by 10 points.
• Established a quarterly training regime for customer service staff that improved first-contact resolution by 30% within the first year.
• Conceptualized a 'Customer First' initiative, empowering service representatives which resulted in an 80% increase in positive customer testimonials.
• Drove a company-wide culture change towards customer-centric values, contributing to the firm being recognized in the top 10 for customer service by J.D. Power.
• Cultivated strategic partnerships with tech providers to automate repetitive inquiries, freeing up agents to concentrate on high-value interactions.
• Introduced a progressive tiered support system to efficiently address customer needs, diminishing time-to-resolution by 35%.
• Coordinated with product teams to align customer feedback with the product roadmap, directly influencing the launch of three major feature updates.
• Reinforced our commitment to customer education by launching a comprehensive help center, leading to a 30% drop in basic troubleshooting tickets.
• Pioneered a data-driven approach to track service metrics, identifying key areas for efficiency gains and enhancing service level agreement (SLA) fulfillment to 98%.
• Curated a 'voice of the customer' program that directly influenced policy changes, significantly improving customer retention by 15% over two years.
• Masterminded a series of customer appreciation events that elevated the brand’s community image and increased customer referrals by 22%.
• Managed customer service initiatives during a company merger, maintaining service continuity and ultimately achieving a 12% improvement in customer satisfaction.
• Orchestrated a shift in service policy to emphasize proactive customer outreach, which identified and resolved potential issues before escalation, cutting down complaints by 50%.
• Established key performance indicators for the service team that aligned with organizational goals, driving a consistent year-on-year improvement in service delivery metrics.

Quantifying impact on your resume

• List the percentage by which you increased customer retention through your management strategies.
• Mention the exact number of customer service representatives you have managed or supervised directly.
• Specify the amount by which you reduced average customer response time under your leadership.
• Detail the percentage decrease in customer complaints received during your tenure.
• Quantify the increase in customer satisfaction scores or Net Promoter Scores (NPS) while you were managing.
• State the number of customer service processes you have streamlined or improved.
• Indicate the amount of training hours you have administered for customer service staff development.
• Highlight the budget size you have managed for customer service operations and by what percentage you have optimized costs.

Action verbs for your customer service manager resume

What if my customer service manager 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 Continuing Education on Your Resume
• When You Should (And Not) Add Dean's List On Your Resume

List your educational qualifications and certifications in reverse chronological order.

In-demand hard skills and soft skills for your customer service manager resume

A vital element for any customer service manager resume is the presentation of your skill set.

Recruiters always take the time to assess your:

• Technological proficiency or hard skills - which software and technologies can you use and at what level?
• People/personal or soft skills - how apt are you at communicating your ideas across effectively? Are you resilient to change?

The ideal candidate presents the perfect balance of hard skills and soft skills all through the resume, but more particular within a dedicated skills section.

Building your customer service manager skills section, you should:

• List up to six skills that answer the requirements and are unique to your expertise.
• Include a soft skill (or two) that defines you as a person and professional - perhaps looking back on feedback you've received from previous managers, etc.
• Create up to two skills sections that are organized based on the types of skills you list (e.g. "technical skills", "soft skills", "customer service manager skills", etc.).
• If you happen to have technical certifications that are vital to the industry and really impressive, include their names within your skills section.

At times, it really is frustrating to think back on all the skills you possess and discover the best way to communicate them across.

We understand this challenge - that's why we've prepared two lists (of hard skills and soft skills) to help you build your next resume, quicker and more efficiently:

Top skills for your customer service manager resume:

Customer Relationship Management (CRM)

Data Analysis

Performance Management

Project Management

Product Knowledge

Quality Assurance

Budget Management

Call Center Operations

Team Leadership

Communication

Problem-Solving

Adaptability

Conflict Resolution

Active Listening

Negotiation

Decision Making

Team Motivation

If you happen to have some basic certificates, don't invest too much of your customer service manager resume real estate in them. Instead, list them within the skills section or as part of your relevant experience. This way you'd ensure you meet all job requirements while dedicating your certificates to only the most in-demand certification across the industry.

Customer Service Manager-specific certifications and education for your resume

Place emphasis on your resume education section . It can suggest a plethora of skills and experiences that are apt for the role.

• Feature only higher-level qualifications, with details about the institution and tenure.
• If your degree is in progress, state your projected graduation date.
• Think about excluding degrees that don't fit the job's context.
• Elaborate on your education if it accentuates your accomplishments in a research-driven setting.

On the other hand, showcasing your unique and applicable industry know-how can be a literal walk in the park, even if you don't have a lot of work experience.

Include your accreditation in the certification and education sections as so:

• Important industry certificates should be listed towards the top of your resume in a separate section
• If your accreditation is really noteworthy, you could include it in the top one-third of your resume following your name or in the header, summary, or objective
• Potentially include details about your certificates or degrees (within the description) to show further alignment to the role with the skills you've attained
• The more recent your professional certificate is, the more prominence it should have within your certification sections. This shows recruiters you have recent knowledge and expertise

At the end of the day, both the education and certification sections hint at the initial and continuous progress you've made in the field.

And, honestly - that's important for any company.

Below, discover some of the most recent and popular Customer Service Manager certificates to make your resume even more prominent in the applicant pool:

The top 5 certifications for your customer service manager resume:

• Professional Customer Service Certification (PCSC) - The Service Quality Institute
• Certified Customer Experience Professional (CCEP) - CX University
• Certified Customer Service Manager (CCSM) - International Council of Customer Service Organizations
• Customer Service Manager Certification (CSMC) - Management and Strategy Institute
• Customer Service and Support (CSS) Certification - HDI

Bold the names of educational institutions and certifying bodies for emphasis.

• Should I Put In An Incomplete Degree On A Resume?

Customer Service Manager resume summaries or objectives: real-world samples for best industry practices

Grasp recruiters' attention from the get-go of your application with a professional Customer Service Manager resume summary or objective.

It's wise to select the:

• Resume objective , if you don't happen to have much experience alignment and would like to more prominently feature your dreams and personality.
• Resume summary , if you'd like to have a more standard approach to your application and feature up to five career highlights to help you stand out.

Writing your resume summary or objective should be tailored to each role you apply for.

Think about what would impress the recruiters and go from there.

But, if you need further help with this introductory section, check out some real-world samples in the next part of this guide:

Resume summaries for a customer service manager job

• Seasoned Customer Service Manager with over a decade of hands-on experience leading service teams in dynamic retail environments. Renowned for implementing customer support strategies that have increased customer retention by 35% at XYZ Corp. Proficient in CRM software usage, omnichannel communication, and fostering a proactive service culture.
• Accomplished IT Project Manager making a strategic pivot into the field of customer service management, bringing forth 8 years of expertise in cross-functional team leadership, systems implementation, and a proven track record in improving user satisfaction scores. Eager to apply analytical and tech skills to enhance customer service operations.
• Veteran Sales Director transitioning to Customer Service Management, armed with 15 years of experience in fostering customer relations and expanding client base. Excels in conflict resolution and persuasive communication, having achieved a 40% uptick in sales through improved client service initiatives at ABC Technologies.
• Aspiring Customer Service Manager with a fresh perspective and boundless energy, aiming to utilize exceptional interpersonal skills and a Bachelor's in Business Administration to foster positive customer experiences. Committed to mastering industry best practices and contributing to sustained client satisfaction and loyalty.
• Recent Management graduate with a zeal for cultivating strong customer relations and eager to embark on a career as a Customer Service Manager. With outstanding academic achievements and successful internships focused on client engagement, looking forward to driving service excellence and team performance in a customer-centric organization.

Extra sections to include in your customer service manager resume

What should you do if you happen to have some space left on your resume, and want to highlight other aspects of your profile that you deem are relevant to the role? Add to your customer service manager resume some of these personal and professional sections:

• Passions/Interests - to detail how you spend both your personal and professional time, invested in various hobbies;
• Awards - to present those niche accolades that make your experience unique;
• Publications - an excellent choice for professionals, who have just graduated from university or are used to a more academic setting;
• Volunteering - your footprint within your local (or national/international) community.

Key takeaways

We've reached the end of our customer service manager resume guide and hope this information has been useful. As a summary of our key points:

• Always assess the job advert for relevant requirements and integrate those buzzwords across various sections of your customer service manager resume by presenting tangible metrics of success;
• Quantify your hard skills in your certificates and skills section, while your soft skills in your resume achievements section;
• Ensure you've added additional relevant experience items, such as extracurricular activities and projects you've participated in or led;
• Use both your resume experience and summary to focus on what matters the most to the role: including your technical, character, and cultural fit for the company.

Looking to build your own Customer Service Manager resume?

• Resume Examples

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18 Customer Service Manager Resume Examples for Your 2024 Job Search

Customer service managers understand the importance of a positive customer experience, and strive to offer timely and meaningful solutions. As a customer service manager, your resume should reflect the same dedication to problem-solving and customer care. We've compiled 15 customer service manager resume examples to help provide insight into how to craft the perfect resume for this role.

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Common Responsibilities Listed on Customer Service Manager Resumes:

• Proactively manage customer inquiries, complaints, and feedback to ensure high customer satisfaction and loyalty
• Develop and implement customer service procedures, policies, and standards
• Train and monitor customer service staff to ensure their performance meets standards
• Analyze customer feedback and devise strategies to increase customer engagement and loyalty
• Foster strong customer relationships, ensure customer needs are met, and resolve conflicts
• Use customer service metrics and KPIs to report and analyze customer satisfaction levels
• Build and maintain collaborative relationships with other departments and external partners
• Develop and implement strategies to maximize customer retention and loyalty
• Design customer service training programs to ensure staff are informed and up-to-date
• Monitor customer service activity, evaluate results, and suggest improvements
• Troubleshoot customer service problems and devise solutions in a timely manner
• Proactively seek customer feedback, suggest improvements, and measure customer satisfaction levels
• Identify customer service trends and leverage insights to develop and implement customer service strategies.

You can use the examples above as a starting point to help you brainstorm tasks, accomplishments for your work experience section.

Customer Service Manager Resume Example:

• Managed a team of customer service representatives, resulting in a 20% increase in customer satisfaction ratings.
• Developed and implemented new customer service policies and procedures, resulting in a 15% reduction in customer complaints.
• Collaborated with cross-functional teams to deliver on-time and on-budget projects and initiatives.
• Executed tasks effectively and efficiently, resulting in a 15% increase in departmental productivity
• Demonstrated strong ability to do quality work for the usual projects that an individual would be assigned at this level
• Managed a team of customer service representatives, resulting in a 10% increase in customer satisfaction ratings
• Assisted in the management of a team of customer service representatives, resulting in a positive impact on the company's overall performance.
• Demonstrated strong attention to detail, resulting in a 25% decrease in errors.
• Provided support to senior customer service managers, resulting in a positive impact on the company's overall performance.
• Team Leadership
• Customer Service Expertise
• Policy and Procedure Development
• Project and Initiative Management
• Resource and Time Management
• Attention to Detail
• Problem-Solving Skills
• Cross-Functional Collaboration
• Customer Satisfaction Improvement
• Complaint Reduction Strategies
• Performance and Productivity Measurement
• Supervisory and Mentoring Skills
• Crisis Management
• Strategic Planning
• Data Analysis and Reporting
• Business Administration

Customer Service Associate Resume Example:

• Facilitated the successful resolution of 44 customer disputes and billing issues with a 95% satisfaction rate.
• Collaborated with managers of other departments to quickly resolve customer inquiries, resulting in a 10% decrease in customer service tickets per week.
• Developed reporting systems and customer service tracking tools, which aided in identifying customer dissatisfaction trends and enabled the development of strategies to address them.
• Achieved a 5% increase in customer lifetime value by means of personalizing customers experiences and improving loyalty
• Implemented initiatives to enhance customer retention rate and reduce churn rate by 15%
• Successfully managed and fulfilled 811 customer orders across multiple channels and resolved any related issues to maximize customer satisfaction
• Improved customer service processes with organized feedback system, resulting in a 66% improvement in customer care operations
• Spearheaded initiatives to respond to customer inquiries within 24 hours and delivered efficient customer service experiences
• Streamlined customer service workflow and policies which positively impacted customer satisfaction by 4%
• Customer service experience
• Conflict resolution
• Communication and interpersonal skills
• Problem solving and troubleshooting
• Analytical and data-driven approach
• Empathy and understanding
• Team collaboration
• Cross-functional leadership
• Process and policy optimization
• Adaptability and learning
• Quality assurance
• Customer Relationship Management (CRM)
• Knowledge of customer service standards and regulations
• Multi-channel customer service
• Communication

Beginner Level Customer Service Resume Example:

• Spearheaded customer service initiative which reduced complaints by 25%, increasing customer satisfaction scores by nearly 10%.
• Administered customer interactions with accuracy, responding to inquiries and complaints within 48 hours resulting in higher customer retention.
• Streamlined payment process, optimizing payment verification times by 65%.
• Collaborated with marketing and product teams to develop customer experience strategies that exceeded key performance metrics by 11%
• Effectively communicated customer feedback and inquiries to relevant departments when needed, resulting in organized and timely responses
• Facilitated customer upsell and cross-sell processes, increasing product sales by 27%
• Optimized customer database, ensuring accuracy of customer information and reducing customer service time by 2 hours per day
• Delivered customer service excellence by consistently exceeding customer satisfaction goals by 3.5%
• Performed customer surveys to acquire feedback and gain insight to improve future customer service strategies
• Interpersonal Communication
• Results-Oriented
• Problem-Solving
• Adaptability
• Conflict Resolution
• Customer Support
• CRM Experience
• Time Management
• Organizational Skills
• Cross-Selling Techniques
• Upselling Strategies
• Quality Assurance
• Process Optimization
• Survey Administration
• Negotiation Techniques
• Analytical Thinking
• Product Knowledge

Customer Care Manager Resume Example:

• Monitored customer inquiries and complaints to identify issues and created customized solutions for a 15% increase in customer satisfaction ratings in the first 6 months.
• Designed, implemented and regularly managed customer feedback surveys to track customer trends and make age-appropriate changes to provide better services and improve customer retention.
• Collaborated with the marketing team to implement targeted campaigns resulting in a 17% increase in the volume of inquiries and a 20% decrease in customer dispute resolution time.
• Effectively monitored and resolved customer inquiries and complaints with an average resolution time of 48 hours, exceeding customer service metrics by 15%
• Developed and maintained detailed customer records, providing consistent, personalized customer service that resulted in a 10% increase in customer loyalty
• Implemented automated customer service systems to streamline customer service processes, reducing overall inquiries by 15% in a 6 month period
• Responded to customer inquiries in a professional, timely manner and maintained accurate customer information in relevant systems to reduce customer inquiry time by 10%
• Developed internal training programs focused on customer service techniques, resulting in a 20% decrease in customer complaints over a 6 month period
• Utilized customer feedback surveys to quickly identify and resolve customer issues, resulting in a 95% customer satisfaction rating, a 15% increase from the previous year
• Excellent interpersonal communication skills
• Exceptional customer service and problem-solving abilities
• Strong multi-tasking and organizational skills
• Proficiency in customer support software
• Knowledge of customer service techniques and processes
• Ability to analyze customer trends and feedback
• Experienced in making suggestions for improvements
• Responsive to customer inquiries with timely resolution of issues
• Proficient in designing and executing customer surveys
• Proven ability to collaborate with other departments
• Experienced in training customer service teams
• Skilled in measuring customer satisfaction ratings
• Analytical and data-driven approach to managing customer issues
• Proficiency in customer relationship management (CRM) systems
• Ability to identify areas for customer improvement

Customer Service Coordinator Resume Example:

• Exceeded customer satisfaction goals by 15%, through strong positive relationships with customers and innovative service solutions.
• Developed and implemented a customer service training manual and corresponding training program, to ensure widespread understanding of customer service policies and procedures.
• Spearheaded the development of a customer feedback system to capture customer data, resulting in a 10% increase in customer retention.
• Optimized customer service operations through an extensive analysis of customer feedback and reports, leading to a 40% improvement in customer satisfaction ratings
• Spearheaded a process automation initiative, decreasing issue resolution times by an average of 6 hours
• Developed an organized system of tracking customer accounts to ensure accuracy of service and boost customer loyalty by 18%
• Streamlined customer query resolution process and policies, resulting in reduced customer wait times by 10%
• Cut customer service ticketing processing costs by 25%, through implementation of an AI-based ticketing system
• Implemented robust customer feedback and incident tracking systems to evaluate process performance and identify areas for improvement
• Excellent customer service and communication skills
• Highly organized and detail-oriented
• Ability to work under pressure and prioritize tasks
• Proven track record of achieving customer satisfaction goals
• Highly experienced in customer feedback and service analytics
• Ability to identify opportunities for process improvement
• Deep understanding of customer service operations
• Proficient in customer service software, CRMs and process automations
• Skilled in developing, training, and transitioning customer service policies
• Adept at problem solving and conflict resolution
• Proven record of managing customer accounts and data

Customer Service Specialist Resume Example:

• Managed a high-volume of customer interactions, resulting in a 50% increase in customer satisfaction scores.
• Developed and implemented new processes that improved first-call resolution rates by 35%.
• Trained and mentored new customer service representatives, resulting in a 20% reduction in turnover rate.
• Assisted in answering customer inquiries and resolving issues
• Collaborated with the team to develop and implement new customer service processes
• Assisted in creating and maintaining customer service training materials
• Strong customer service experience
• Excellent communication and interpersonal skills
• High attention to detail and accuracy
• Proficient conflict resolution abilities
• Ability to analyze customer needs and develop innovative solutions
• Experience with customer relationship management systems
• Proven ability to multitask, prioritize, and manage time efficiently
• Proficiency with Microsoft Office Suite
• Excellent problem-solving and analytical skills
• Knowledge of customer service principles, practices, and procedures
• Proficiency in data entry, recordkeeping, and reporting

Customer Service Executive Resume Example:

• Improved customer satisfaction scores by 10% through proactive follow-up on inquiries and issues.
• Developed detailed customer service policies and processes, resulting in improved efficiencies and customer experiences.
• Coordinated cross-functional training protocols for customer service personnel on customer service processes and procedures.
• Spearheaded the launch of a customer service management system, driving an 18% reduction in customer interaction times
• Established quality control protocols to ensure customer service standards were upheld and exceeded
• Utilized customer feedback and insights to identify opportunities for improvement and drive growth
• Improved customer loyalty and retention by designing custom experiences and personally engaging with customers
• Developed a customer sentiment tracking system, resulting in a better understanding of customer requirements
• Monitored customer accounts to optimize order status, payment, and account management operations
• Problem-solving and analytical mindset
• Conflict resolution and negotiation skills
• Knowledge of customer service principles and practices
• Customer service management system design and implementation
• Quality control management and monitoring
• Experienced in cross-functional team training and coordination
• Proficient in tracking customer sentiment and feedback
• Self-motivated and proactive team player
• Expertise in order status, payment, and account management systems
• Ability to design custom experiences for improved customer loyalty and retention

Customer Service Relations Resume Example:

• Developed an automated system that drastically reduced customers service costs by 23%.
• Established well-defined customer service processes and policies that improved customer satisfaction scores by 19%.
• Trained 25 customer service staff members in customer service best practices, increasing staff efficiency by 27%.
• Resolved customer complaints at a rate of 90% satisfaction, surpassing the organizational standard of 80%
• Achieved a 95% success rate in addressing customer inquiries quickly and accurately, hepled prevent customer unhappiness or delays
• Earned outstanding feedback from customers for excellent customer service, which increased customer loyalty by 15%
• Implemented innovative methods to monitor customer service performance and identified areas for optimization
• Streamlined system navigation and workflow to ensure customer inquiries were handled in a timely manner
• Constructed detailed reports on customer interaction data that helped strategize customer retention and satisfaction plans
• Automation System Design and Implementation
• Customer Service Process Improvement
• Staff Training and Development
• Complaint Resolution
• Inquiries Handling
• Customer Relations and Satisfaction
• Innovative Solutions
• System Optimization
• Problem Solving
• Workflow Management
• Interpersonal Skills

Customer Service Representative Resume Example:

• Reduced customer complaint resolution time by 37% through developing effective customer relationship management strategies.
• Achieved significant increase in customer satisfaction through proactive customer service methods.
• Managed successful relationships with customers by responding swiftly to inquiries and using quality assurance to maintain efficiency.
• Researched and implemented operational strategies that supported KPIs and significantly improved customer experience
• Earned recognition for exemplary customer service through successfully managing product changes across organization
• Proactively identified customer needs, successfully promoting and cross selling products to support organizational requirements
• Designed and launched a customer feedback program that resulted in a 27% growth in customer loyalty;
• Integrated customer service data with customer Relationship Management software, improving work efficiency by 32%;
• Quickly addressed and solved customer inquiries, reducing response time by 45%.
• Customer Relationship Management
• Proactive Customer Service
• KPI Management
• Data Integration
• Customer Feedback
• Cross-selling
• Active Listening
• Documentation
• Empathy & Compassion

Customer Service Intern Resume Example:

• Achieved customer satisfaction goals by responding to customer inquiries in a professional and timely manner.
• Processed and followed up on orders promptly, reduced customer wait times by 20%.
• Updated and maintained customer records to ensure accuracy, customer trust and improved customer loyalty.
• Trained 3 other interns in recordkeeping overhauls and process optimization tasks.
• Developed and implemented customer service material documents such as user guides, new hire documents and product test reports.
• Processed customer feedback analysis to discover customer trends and areas for improvement.
• Customer Service Excellence
• Problem-Solving & Decision-Making Skills
• Time Management & Multi-tasking Abilities
• Telephone Etiquette & Interpersonal Communication Skills
• Teamwork & Collaboration
• Professionalism & Diplomacy
• Document/Record Keeping
• Training & Mentoring Abilities
• Knowledge of Company Products & Services
• Data Analysis & Reporting
• Quality Assurance Standards

Customer Support Specialist Resume Example:

• Developed comprehensive customer service strategy to reduce resolution time for on-going customer inquiries by 25%, achieving maximum customer satisfaction.
• Upsold products and services to customers to grow recurring revenue by 15% over 6-month period.
• Reduced customer service calls and inquiries by identifying and resolving 15 known technical issues in online menu from previous month.
• Received 98% positive customer feedback after resolving complex customer complaints in timely manner
• Created automated customer service processes that substantially reduced service delivery time and improved overall customer experience
• Established processes to track customer service inquiries, identifying trends and offering solutions to improve customer service processes
• Attained 95% customer satisfaction across all customer service channels after using personalized service for high-value clients.
• Acquired recognition for creating an innovative Apple Support mobile application to provide customers better access to customer service.
• Successfully managed customer inquiries and improved customer service processes with the introduction of a customer relationship management system.
• Excellent customer service and interpersonal skills
• Ability to use problem-solving and troubleshooting techniques
• Comprehensive understanding of customer service procedures and protocols
• Proficiency in using customer relationship management (CRM) systems
• Demonstrated success in implementing customer service strategies
• Highly developed organization and time management skills
• Proficiency in using various social media platforms
• Proven ability to upsell products and services
• Highly skilled in tracking customer inquiries, trends and feedback
• Exceptional communication and listening skills
• In-depth knowledge of customer service policies and best practices
• Experience in developing customer service applications for mobile devices
• Knowledge and understanding of technical operations and software

Entry Level Customer Service Resume Example:

• Managed and resolved customer complaints, resulting in a 20% increase in customer satisfaction scores.
• Trained and mentored new customer service representatives, improving their performance by 30%.
• Implemented new customer service processes, resulting in a 15% reduction in call handle time.
• Assisted in handling customer service inquiries and complaints, gaining hands-on experience in customer service
• Participated in team meetings and training sessions, gaining insights into customer service best practices
• Shadowed experienced customer service representatives, learning how to handle complex customer service issues
• Excellent communication
• Problem solving
• Interpersonal skills
• Customer service orientation
• Patience and empathy
• Time management
• Conflict resolution strategies
• Training and coaching
• Listening skills
• Process improvement
• Attention to detail
• Active listening
• Conflict management
• Active learning
• Service-mindedness
• Analytical thinking
• Product knowledge
• Stress management

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

Remote Customer Service Resume Example:

• Provided exemplary customer service to 90+ customers per month, resulting in a 25% improvement in customer satisfaction ratings
• Proactively identified and resolved customer inquiries within one business day, leading to an increase in cost-savings of 37%
• Collaborated with product improvement teams to identify and recommend new and innovative products, leading to a 10% increase in revenue
• Skilled at successfully troubleshooting customer inquiries, resulting in a 70% first-call resolution rate
• Developed and implemented customer education program to improve customer service experience, which was recognized in customer feedback and led to a 20% overall increase in customer satisfaction ratings
• Provided customized solutions for individual customer needs, resulting in a 40% reduction in repeat customer service inquiries
• Trained and mentored 14 new customer service representatives, developing their skills and helping them excel in their roles
• Streamlined customer service process through innovative use of online portals, which led to a cost reduction of 30%
• Liaised with internal product development team to implement effective customer service strategy, resulting in 10% decrease in customer complaints
• Excellent verbal communication skills
• Strong written communication skills
• Exceptional customer service skills
• Proficient problem-solving abilities
• Advanced troubleshooting skills
• Accurate data entry
• Knowledgeable in customer service protocols
• Excellent organizational skills
• Adept in multitasking
• Able to think proactively
• Superb interpersonal skills
• Ability to learn quickly
• Excellent time management skills
• Proficient in customer service software
• Ability to work independently
• Exceptional computer skills
• Familiarity with company products
• Ability to work well under pressure
• Positive and empathetic attitude

Senior Customer Service Manager Resume Example:

• Developed a customer loyalty program that increased customer retention by 30% over the course of a year
• Implemented a CRM system to track and report customer experiences, resulting in a 50% improvement in answering inquiries
• Utilized data analysis to develop strategies that improved customer service levels by 45% and customer relations by 60%
• Implemented innovative customer service policies that improved customer satisfaction ratings by 25%
• Built and trained a customer service team that successfully reduced waiting times and inquiries by 70%
• Developed customer feedback surveys that identified areas of improvement, resulting in a 95% decrease in customer complaints.
• Developed and coordinated customer service plans with other departments, resulting in a 15% improvement in overall customer satisfaction
• Facilitated communication between customer service staff and clients to promote positive relations and satisfaction
• Created detailed reports and analyzed data to identify performance goals and monitor team performance, resulting in a 35% increase in productivity
• Project Planning & Management
• CRM Systems Implementation
• Customer Relations & Satisfaction
• Customer Feedback Surveys
• Communication & Interpersonal Skills
• Team Building & Training
• Change Management
• Problem-Solving & Decision-Making
• Performance Evaluation & Improvement
• Customer Loyalty Programs
• Process & Policy Design
• Organizational & Time Management
• Quality Assurance & Control
• Crisis & Issue Management
• Conflict Resolution & Negotiation
• Goal Setting & Strategic Planning
• Agility & Adaptability
• Technology Knowledge & Proficiency

Amazon Customer Service Resume Example:

• Implemented a new customer service training program, resulting in a 25% increase in customer satisfaction scores and a 20% decrease in customer complaints within the first six months.
• Analyzed customer service data to identify trends and areas for improvement, leading to the development of a new chatbot feature that reduced customer wait times by 30% and increased first contact resolution by 15%.
• Mentored and coached a team of 5 new customer service representatives, resulting in a 40% decrease in training time and a 25% increase in team productivity.
• Developed and implemented a new customer service policy that improved response times by 50% and reduced customer complaints by 30%.
• Monitored customer feedback and provided feedback to management, resulting in the implementation of a new customer loyalty program that increased customer retention by 20%.
• Analyzed customer service performance metrics and reported results to management, leading to the implementation of a new scheduling system that reduced wait times by 40% and increased customer satisfaction scores by 15%.
• Resolved a high-profile customer dispute, resulting in a positive resolution and a 10% increase in customer loyalty.
• Developed and implemented a new customer service strategy that improved customer satisfaction scores by 25% and reduced customer complaints by 20%.
• Trained and mentored a team of 10 new customer service representatives, resulting in a 30% decrease in training time and a 20% increase in team productivity.
• Customer service excellence
• Data analysis and reporting
• Team leadership and mentoring
• Training program development
• Customer retention strategies
• Performance metric tracking
• Adaptability to new technologies
• Effective communication
• Problem-solving
• Multitasking
• Empathy and active listening

Retail Customer Service Resume Example:

• Implemented a new customer feedback system, resulting in a 25% increase in positive feedback and a 15% decrease in negative feedback within the first month.
• Developed and executed a training program for new hires, resulting in a 40% decrease in onboarding time and a 20% increase in customer satisfaction scores.
• Collaborated with the merchandising team to redesign product displays, resulting in a 30% increase in sales for targeted products.
• Managed inventory levels and implemented a new stock replenishment system, resulting in a 20% decrease in out-of-stock items and a 10% increase in sales.
• Developed and implemented a customer loyalty program, resulting in a 15% increase in repeat customers and a 5% increase in average order value.
• Resolved a high-priority customer complaint, resulting in a 50% increase in customer satisfaction scores and a 10% increase in positive online reviews.
• Implemented a new customer service tracking system, resulting in a 20% increase in issue resolution time and a 15% increase in customer satisfaction scores.
• Collaborated with the marketing team to develop and execute a successful holiday promotion, resulting in a 25% increase in sales during the promotion period.
• Developed and maintained relationships with key customers, resulting in a 10% increase in repeat business and a 5% increase in average order value.
• Problem-solving and conflict resolution
• Inventory management
• Training and onboarding
• Sales and promotion strategies
• Customer loyalty and retention
• Merchandising and product display
• Collaboration and teamwork
• Time management and organization
• Adaptability and flexibility
• Relationship building
• Digital and social media proficiency

Customer Service Agent Resume Example:

• Implemented a new customer feedback system, resulting in a 25% increase in customer satisfaction ratings and a 10% decrease in customer complaints.
• Collaborated with the product development team to identify and resolve recurring product issues, reducing the number of customer escalations by 15%.
• Developed and delivered training sessions for new customer service agents, resulting in a 20% improvement in first-call resolution rates.
• Managed a high-volume customer service queue, consistently achieving a 95% customer response rate within 24 hours.
• Implemented a customer loyalty program, resulting in a 15% increase in customer retention and a 10% increase in average order value.
• Collaborated with the sales team to identify upsell opportunities, resulting in a 10% increase in revenue from existing customers.
• Developed and implemented a customer service knowledge base, reducing average call handling time by 20% and improving first-call resolution rates by 15%.
• Identified and resolved a systemic issue with order processing, resulting in a 30% reduction in order errors and a 25% improvement in order fulfillment time.
• Collaborated with the marketing team to create customer-focused content, resulting in a 10% increase in website traffic and a 5% increase in customer engagement.
• Excellent communication skills
• Problem-solving abilities
• Customer relationship management
• Ability to handle high-volume customer inquiries
• Knowledge of customer loyalty programs
• Ability to identify and capitalize on upsell opportunities
• Training and development skills
• Knowledge of customer service software and databases
• Ability to create and manage a customer service knowledge base
• Order processing and fulfillment skills
• Ability to implement effective customer feedback systems
• Understanding of product development processes
• Ability to identify and resolve systemic issues
• Content creation skills
• Ability to increase customer engagement
• Ability to improve first-call resolution rates
• Ability to reduce customer complaints and escalations
• Ability to increase customer satisfaction and retention rates
• Ability to work under pressure and maintain professionalism
• Time management and organization skills.

Customer Experience Manager Resume Example:

• Revitalized the customer service framework, introducing new policies and procedures that elevated customer satisfaction scores by 18% within the first year.
• Conducted a comprehensive analysis of customer feedback and service metrics, leading to a strategic overhaul that reduced average resolution time by 22%.
• Implemented a dynamic scheduling system for the customer support team, optimizing workload distribution and increasing operational efficiency by 15%.
• Designed and executed a targeted customer loyalty program that increased repeat customer rate by 25% and boosted overall revenue by 10% within nine months.
• Collaborated with the IT department to integrate customer service software with other business systems, resulting in a 30% reduction in data entry errors and enhanced cross-departmental workflow.
• Managed and resolved high-level customer complaints, achieving a 95% success rate in preserving customer relationships and turning detractors into promoters.
• Championed a company-wide customer experience initiative, leading to the successful launch of a new multichannel service platform that improved customer access by 40%.
• Developed and maintained an extensive knowledge base for customer service, reducing onboarding time for new team members by 50% and improving first-call resolution by 35%.
• Regularly monitored and reported on customer service KPIs, driving continuous improvements that resulted in a 20% increase in overall customer service team performance.
• Customer Satisfaction Analysis
• Process Improvement
• Training and Development
• CRM Software Proficiency
• Brand Alignment Strategies
• Digital Transformation Leadership
• Online Support Portal Management
• Data-Driven Decision Making
• Performance Dashboard Implementation
• Compliance and Data Security
• Team Performance Management
• Personalized Communication
• Customer Segmentation
• Efficiency Optimization
• Customer Retention Strategies
• Project Management

High Level Resume Tips for Customer Service Managers:

Here are some tips to help Customer Service Managers get into the right mindset for the resume creation process: Highlight customer results: As a Customer Service Manager, your resume should showcase your ability to deliver customer-centric results. Aim to highlight your strongest achievements and successes in meeting customer needs and developing customer satisfaction, using concrete customer feedback wherever possible. Demonstrate relationship-building: Customer Service Managers are responsible for building strong relationships with customers. Include information about your experience in interpersonal communication and customer service techniques, such as active-listening, problem-solving, and conflict resolution. Reflect customer service strategies: Your resume should also demonstrate your experience developing, executing, and improving customer service and support strategies. Highlight your experience in process design, training, customer success, and customer satisfaction initiatives. Tailor your resume to the job and company: Make sure to tailor your resume to each job you apply for, emphasizing the skills and experiences that make you a strong fit for the specific role and company.

Must-Have Information for a Customer Service Manager Resume:

Here are the essential sections that should exist in a customer service manager resume:

• Contact Information
• Resume Headline
• Resume Summary or Objective
• Work Experience & Achievements
• Skills & Competencies

Additionally, if you're eager to make an impression and gain an edge over other customer service manager candidates, you may want to consider adding in these sections:

• Certifications/Training

Let's start with resume headlines.

Why Resume Headlines & Titles are Important for Customer Service Managers:

Customer service manager resume headline examples:, strong headlines.

Results-Driven Customer Service Manager with 4+ Years of Successful Experience

Highly Experienced Customer Service Manager Skilled In Client Relations and Solutions

A strong resume headline should be concise, informative, and showcase key strengths in a positive manner.

The two examples of good resume headlines provided are both concise and persuasive. The first headline communicates the individual is results-driven with 4+ years of experience, and the second headline explicitly notes the individual's experience in client relations and solutions.

Weak Headlines

Experience Customer Service Manager - 4 years of Supervision

Customer Service Management – Ready to Lead a Team

The two bad examples of resume headlines are both too vague and generic. The first headline does not demonstrate any unique skills or accomplishments and the second does not provide detail about the individual's expertise. Additionally, both headlines are overly wordy which does not leave much room for showing other accomplishments.

Writing an Exceptional Customer Service Manager Resume Summary:

A resume summary is a brief yet essential overview of your skills, experiences, and accomplishments as a Customer Service Manager. It highlights the most relevant information of your career and showcases how your experiences and skills align with the position you're applying for.

For Customer Service Managers, your resume summary should highlight your strong leadership skills, ability to handle complex customer service issues, and experience in team management. A well-crafted summary should also demonstrate your ability to drive customer satisfaction, improve processes, and manage customer service operations effectively.

Here are a few tips for writing an effective resume summary for Customer Service Managers:

• Tailor it to the specific job you are applying for by highlighting the most relevant skills and experiences.
• Emphasize your quantifiable achievements, such as successfully reducing customer complaints by a certain percentage or implementing a new process that improved customer satisfaction scores.
• Use keywords related to the customer service management industry and the company's needs to optimize your resume for both people and applicant tracking systems (ATS)
• Keep the summary concise, ideally under 4 sentences, to make a strong and impactful first impression.
• Avoid cliches and generic statements and do not repeat information already included in other sections of your resume.

Customer Service Manager Resume Summary Examples:

Strong summaries.

• Experienced Customer Service Manager with 6+ years of experience in leading customer service teams and driving customer satisfaction. Skilled in developing efficient processes and procedures to improve customer service operations.
• Proactive Customer Service Manager with 6+ years of experience in overseeing customer service initiatives and resolving customer inquiries. Adept at using customer feedback to develop strategic plans for continuous improvement.

Why these are strong:

• These summaries are concise and provide specific examples of the Customer Service Manager's experience and skills. They give the reader a clear understanding of the manager's abilities and experience.

Weak Summaries

• Experienced Customer Service Manager with 6+ years of experience. Skilled in customer service operations.
• Customer Service Manager with 6+ years of experience. Adept at customer satisfaction and customer service initiatives.

Why these are weak:

• These summaries are too vague and lack detail. They do not provide any concrete examples of the Customer Service Manager's experience or abilities, which would give the reader a better sense of their qualifications.

Resume Objective Examples for Customer Service Managers:

Strong objectives.

A motivated professional with 1 year of customer service experience seeking a management role at ABC company where I can leverage my background to enhance the customer service department’s operations.

Energetic and organized professional with 1 year of customer service experience looking to join the team at ABC company as a Customer Service Manager to help improve customer service procedures and foster loyalty.

• Good objective statements are specific to the specific position and company, making sure to reference qualities that may be valued by employers, in addition to demonstrating relevant experience and skills. In the good examples, the individual references their customer service background, as well as their goals in their desired position.

Weak Objectives

Generalist with 1 year of customer service experience seeking to help manage the team at ABC company.

Young, enthusiastic professional with 1 year of customer service experience looking to work towards an entry-level management role in the customer service department at XYZ company.

• Poor objective statements are too general, not specific to any company, and do not demonstrate any level of experience or expertise. They may also lack the detail that many hiring managers will look for when evaluating potential candidates. Additionally, the individual did not specify the type of role they are looking for, which makes it more difficult to be considered for it.

Generate Your Resume Summary with AI

Speed up your resume creation process with the ai resume builder . generate tailored resume summaries in seconds., how to impress with your customer service manager work experience:, best practices for your work experience section:.

• Highlight key achievements - Customer Service Managers should use their job history to showcase how their contributions have improved customer service, generated revenue, and impacted the customer experience.
• Demonstrate key skills - Customer Service Managers should emphasize their abilities to communicate effectively, handle customer requests in a timely manner, resolve customer concerns and provide excellent customer service.
• List awards and recognitions - List any awards, recognitions or commendations that you have received during your career as a Customer Service Manager, as this will demonstrate your success and commitment to excellence.
• Use language that appeals to employers - Use industry-specific words and buzzwords that are applicable to customer service, such as sales, customer service, problem-solving, customer satisfaction, customer retention, customer onboarding, customer experience, and customer loyalty.
• Tailor your experiences to the role - To be the most convincing and attractive, tailor the experience section of your resume to the specific position you are applying for. Pay close attention to the job description and include details that directly apply to the position.
• Demonstrate your knowledge - Make sure to mention any certifications, courses, and/or seminars you’ve taken as a Customer Service Manager in order to showcase your knowledge base and any new skills you may have acquired.
• Quantify your accomplishments - Whenever possible, use facts, figures, and statistics to quantify your successes as a Customer Service Manager. Summarize your achievements to give the potential hiring manager a clear picture of the results you have obtained in your current and past positions.
• Stay up-to-date with trends - To stand out among other Customer Service Managers, stay on top of the most recent trends, tools, and technologies in the customer service industry. Knowing these advancements offers you a competitive edge and proves you are up-to-date with the current times.

Example Work Experiences for Customer Service Managers:

Strong experiences.

Managed a team of 10 customer service representatives, resulting in a 15% decrease in customer complaints over a 6-month period.

Developed and implemented a customer service training program, leading to a 20% improvement in customer satisfaction.

Organized and participated in promotional events, resulting in a 10% increase in sales.

Developed and maintained a customer service system, resulting in a 10% decrease in response times over a 3-month period.

Created and managed a customer service database, leading to a 5% reduction in customer service costs.

Organized and coordinated promotional activities, resulting in a 5% increase in customer engagement.

• These examples demonstrate the customer service manager’s ability to decrease customer complaints, improve customer satisfaction, increase sales, reduce response times, reduce costs, and increase customer engagement. The metrics included in each example illustrate the impact that the individual had in their role.

Weak Experiences

Managed a team of customer service representatives.

Developed and implemented a customer service training program.

Organized promotional activities.

Developed and maintained a customer service system.

Created and managed a customer service database.

Participated in promotional events.

• These examples do not provide any metrics or explain the impact that the individual had in their role. The duties listed are also too general and do not explain the individual’s accomplishments.

Top Skills & Keywords for Customer Service Manager Resumes:

Top hard & soft skills for customer service managers, hard skills.

• Decision Making

Soft Skills

• Organization

Go Above & Beyond with a Customer Service Manager Cover Letter

Customer service manager cover letter example: (based on resume).

Dear Hiring Manager, I am writing to express my keen interest in the Customer Service Manager position at [Company Name]. As an experienced customer service manager with a proven track record in managing teams and improving customer satisfaction ratings, I am confident in my ability to make a valuable contribution to your company. In my previous role, I managed a team of customer service representatives, resulting in a 20% increase in customer satisfaction ratings. I achieved this by developing and implementing new customer service policies and procedures, which led to a 15% reduction in customer complaints. Furthermore, I collaborated with cross-functional teams to deliver projects and initiatives on-time and on-budget, which resulted in a 15% increase in departmental productivity. As a strong believer in quality work and attention to detail, I also demonstrated my ability to deliver results in the usual projects that an individual would be assigned at this level. My experience in managing teams and providing support to senior customer service managers has also had a positive impact on the company's overall performance. I am confident that my skills and experience would enable me to effectively manage your customer service team and improve customer satisfaction ratings for [Company Name]. I am excited about the opportunity to contribute my expertise to your organization and would welcome the opportunity to discuss further how I can make a valuable contribution to your team. ‍

Thank you for your consideration. Sincerely, [Your Name]

A cover letter is a valuable tool for any job seeker, and this is especially true for customer service managers. Customer service management is a highly competitive field, and a cover letter can help you stand out from other applicants. It can showcase your communication skills, highlight your relevant experience, and demonstrate your enthusiasm for the position.

While a resume provides a summary of your skills and experience, a cover letter allows you to personalize your application and connect with the hiring manager on a deeper level. It's an opportunity to tell your story, explain why you're passionate about customer service management, and show how you can add value to the organization.

Here are some of the key reasons for pairing your customer service manager resume with a cover letter:

• It demonstrates your communication skills: As a customer service manager, communication is key. Your cover letter provides an opportunity to showcase your ability to write clearly and concisely, and to convey your ideas effectively.
• It shows your enthusiasm for the position: A well-written cover letter can demonstrate your passion for the role and the organization. This can make a big difference in the hiring manager's decision-making process.
• It highlights your relevant experience: Your cover letter allows you to explain how your skills and experience align with the requirements of the job. This can help the hiring manager understand why you're a good fit for the role.
• It sets you apart from other applicants: A well-crafted cover letter can help you stand out from other applicants who may have similar experience and qualifications.

We understand that writing a cover letter may seem daunting, but it doesn't have to be. Remember that the cover letter is an extension of your resume, so you can use the same format and content as your resume. It's also a chance to address any gaps or questions that the hiring manager may have after reading your resume.

Tips for aligning your cover letter with your resume:

• Use the same header as your resume: This will help the hiring manager identify your application as a complete package.
• Align the content of your cover letter with the requirements of the job: Use the job description as a guide to highlight your relevant skills and experience.
• Use keywords from the job posting: Incorporate relevant keywords from the job posting to help your application get past applicant tracking systems (ATS).
• Keep your cover letter concise and focused: Aim for one page and avoid repeating information from your resume.
• Proofread carefully: Errors in your cover letter can undermine your credibility, so make sure to proofread carefully before submitting your application.

Resume FAQs for Customer Service Managers:

How long should i make my customer service manager resume.

The ideal length for a Customer Service Managers resume is 1-2 pages. This allows you to showcase your professional experience and qualifications, while still keeping the document concise and focused on the key points. However, if you have many years of experience, more than two pages can be acceptable as long as you focus on the most recent and most relevant information. Avoiding filler words, information, and irrelevant duties can also help you to keep your resume on the shorter side.

What is the best way to format a Customer Service Manager resume?

When crafting a Customer Service Manager resume, it is important to clearly present your qualifications and experiences in a professional way. Include your most relevant accomplishments and skills upfront in the resume to grab the attention of the reader. Use bulleted lists to break up information into organized chunks, and make sure to use industry-specific words and phrases wherever appropriate to indicate your knowledge of the field. Lastly, use a simple, clear font to ensure that the content can be easily read and understood.

Which Customer Service Manager skills are most important to highlight in a resume?

Customer Service Managers should always be sure to include hard skills related to customer service, communication, time management, and problem solving in their resumes. Specifically, these professionals should highlight that they have expertise in customer service issues resolution, multi-channel customer service (phone, email, etc.), sales, customer dispute management, conflict resolution, call center operations, customer surveys, customer feedback, and maintaining customer relationships. In addition, Customer Service Managers should strive to include technical skills such as proficiency in Microsoft Office suite (Word, Excel, PowerPoint, and Outlook), CRM systems such as Salesforce and Zoho, data analytics, project management software such as Asana, Jira, and Trello, customer support software such as Zendesk and Helpshift, and any other software related to customer service management. It is also beneficial to include a variety of soft skills such as demonstrated aptitude in starting and managing customer service operations, customer orientation, effective communication, customer loyalty, adaptability, empathy and sympathy, negotiation, problem-solving, multitasking, and attention to detail. By carefully selecting the hard and soft skills that suit their customer service management experience, Customer Service Managers should be able to create an effective resume.

How should you write a resume if you have no experience as a Customer Service Manager?

If you have no experience as a Customer Service Manager, focus on the key competencies and skills the job requires. Aim to highlight the skills you do have that can be translated to the role, such as excellent communication, problem-solving, and customer service (if applicable). Be sure to include details such as coursework, internships, and volunteer work that demonstrate your commitment and drive to work in customer service management. Make sure to keep your resume concise and to the point, and position yourself for success as a Customer Service Manager.

Compare Your Customer Service Manager Resume to a Job Description:

• Identify opportunities to further tailor your resume to the Customer Service Manager 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

Related Resumes for Customer Service Managers:

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Customer Services Manager Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the customer services manager 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 and manage all customer maintenance communication along with issue management and communication
• Assists the Customer Service Manager in performing self audits (i.e. certifications)
• Provides superior customer service. Handles customer service problems using established policies/procedures
• Ensuring the Crime Prevention initiatives are managed and delivered to the relevant University groups, student and societies
• Manage and refine the global services operating model, including frameworks, processes, standards, training, etc
• Develop and build relationships with Sales, IBX Management, Operations and other cross-functional teams
• Build, manage, coach, motivate and develop the department
• Develop, coach, train the team to improve overall effectiveness
• Continuously challenge the status quo to improve, optimize, innovate processes and the way we work in order to become more robust and lean
• Responsible for escalated customer interaction on customer problems, concerns and complaints. The team will manage day to day problems
• Provide leadership to the team to meet business and team objectives and delight customers
• Create and maintain total ownership of customer related issues, from cradle to grave, while promoting a sense of urgency
• Ensure that all regions perform to the same standard
• Promote initiative and ownership through active team member engagement in improvement projects and problem solving
• Ensure a best in class customer service proposition is adhered to by ensuring targets are met, driving continuous improvement programmes, NPS scores/ customer satisfaction
• Day to day performance management of the Retail Service Team to ensure consistently high performance and high levels of customer satisfaction and loyalty
• Develop and maintain effective lines of communication with other business units, management and the team itself
• Ongoing development of business performance measurements and benchmarking
• Continuous improvement of the end-to- end service model and processes, using a combination of "Lean" and agile process improvement methodologies
• Lead and manage a Retail Customer Service Team to deliver excellent customer service
• Ongoing development of the overall multi-channel service model with an emphasis on technology-led channel innovation
• Calm and effective under pressure. Able to remain professional in high stress situations
• Collaborative personality and able to build strong personal relationships
• High levels of numeracy, accuracy and attention to detail as well as good grammatical and spelling skills
• Highly organized, with attention to detail and a dedication to resolving issues
• Knowledge of progress monitoring and reporting
• Strong negotiating skills
• Proficiency in Microsoft Word, Excel, Outlook, and Powerpoint
• Strong communication & interpersonal skills
• Good competence in English is essential
• Be able to prioritise work & manage team objectives

15 Customer Services Manager resume templates

Read our complete resume writing guides

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• Proven Leadership within a customer service led environment
• Has dealt with inbound and outbound calls
• Be able to prioritise work & manage team objectives
• Be able to use Microsoft word & Excel
• Define and oversee the delivery of resourcing, processes and working practices and systems required to underpin the Centre
• Support and coach team member
• Develop and implement KPI's
• Introduce customer surveys to improve service
• Develop team by regular one to one
• Recruit, manage, train and retain staff
• Constantly monitor customer survey results to implement change
• Take responsibility for Customer Management activities
• Continuously monitor and improve processes within the Centre
• Research, develop and implement KPI's
• Day to day management of the Centre
• To manage and support the customer services team with the aim of delivering an exceptional customer service experience whilst also assisting with the maintenance and development of the website
• To plan and develop integrated customer experience strategies to align with the company objective
• Build Next Generation Customer Services Model for Europe
• Experienced in the management of a field-based team
• Knowledge of recruiting, selecting and appraising staff
• Having an analytical approach to problem solving
• Outstanding written English and oral communication skills, with the ability to understand and respond to customer issues
• A passion for our brand and understands retail and general consumer buying behaviour
• Can prioritise their own workload and deliver to tight deadlines, whilst maintaining attention to detail
• Lead the transformation of the UK Customer Experience teams into a streamlined, customer focused organisation
• Regular one to ones, team meetings and other management outcomes as required
• Own the completion of development plans, appraisals, objectives and other management tasks for self and team
• Define, implement and oversee the Customer Satisfaction programme
• Take overall responsibility of all Customer Management activities for customers during the 'Ownership' and 'Retention' life cycle stages
• Continuously monitor and improve processes within the department, identifying on-going opportunities for efficiency improvements
• Constantly review & challenge transactions available for customer self-service via digital channels, ensuring the management of a pipeline of self-service development
• Continuously monitor operational performance and customer expectations, identifying emerging trends
• Maintain oversight of all arrears customers, ensuring compliance with company policies, regulation and key performance indicators
• Manage and seek resolution of all customer complaints, ensuring compliance with company policies, regulation and key performance indicators
• Act as lead subject matter expert with regards to compliance and assurance matters
• Maintain close working relationship with the Legal & Compliance department to understand current and future compliance requirements
• Take responsibility for reporting requirements in relation to compliance, including for external regulators
• Summary of role:*
• Main responsibilities*
• Facilitating on-going improvement in customer service across Financial Publishing titles. * Manage the day to day relationship with third party suppliers in the provision of customer service, ensuring KPIs are met and sustained. Managing the CS team in Manila supporting Investors Chronicle, ensuring that they are appropriately trained and familiar with the product to deal with customer questions, queries and complaints. Actively manage escalated enquiries and complaints. Work with stakeholders including the Head of Marketing and individual publishers to deliver on requirements; service, acquisition and retention. Ensuring alignment of strategy with CS capabilities and capacity. Continuously develop and update operational processes and procedures in line with the FT customer service strategy. Identifying themes and initiatives to improve service across all products Work with Dovetail and any other chosen third party to monitor, maintain and improve any services provided Work with CDS to ensure that we have clear agreement on service levels expected for our various products (turnaround times for complaints etc). Work with Marketing to identify ways in which CDS can potentially take on additional CS responsibilities for The Banker and fDI magazines. Actively work with the other members of the customer service management team to ensure consistency of service to our customers regardless of their product. Pro-actively develop and maintain effective training material. Support the Head of UK Customer Service on other tasks, as and when required
• You'll bring to the role:* You’ll be able to build strong and lasting relationships within the business, with clients and vendors, adapting your style to suit the needs of the situation Experience of project work, both leading projects and contributing You’ll be self-motivated and driven by your next great idea on how to improve the customer’s experience
• Maintaining and improving cost effectiveness
• Responsible for the accurate and timely management of all customer order transactions
• Represent customer services function as an active member of the Senior Management Team
• Relationship building with suppliers, customers, Credit Control and Inventory
• Heading up the customer services department with one direct report
• Responsible for the customer services strategy including customer orders, complaints and enquiries
• Responsible for the customer knowledge base on the Anya Hindmarch websites with regular reviews and updates
• Weekly and monthly reporting on customer activity analysis
• Main point of contact for any customer issues for online, store managers and the warehouse
• Implementing new technologies alongside IT to standardise customer experience
• Educating customers through self-service to minimise contact required
• Implementing and managing global repairs policies/procedures
• Taking responsibility for pro-actively processing online orders and customer verifications, including fraud checking
• A minimum of 2 years’ experience managing a customer services team, preferably in luxury retail
• A proven track record in increasing levels of customer satisfaction and resolving issues
• The ability to engage with customers and provide an excellent level of service and support
• Awareness of customer service resolution strategies
• Experience of working in a retail environment would be beneficial
• Exceptional communication and organisational skills
• A proficient user of Microsoft Office
• A positive, can-do attitude
• Please confirm your current salary and salary expectations

Retail Customer Services Manager Resume Examples & Samples

• Analysing call arrival patterns to ensure the service centre is appropriately staffed at all times to ensure SLAs are achieved
• Identify main call drivers and identify process to streamline process to reduce same
• Developing the capability of the service team through strong performance management and coaching, complimented by a structured training curriculum
• Strengthen cross referral of customers to sales ensuring targets are met
• Continuous improvement of the end-to- end service model and processes, using a combination of "Lean" and agile process improvement methodologies
• Identify and drive projects and initiatives to improve customer experience
• Ensure processes and procedures are kept up to date
• The successful candidate will typically have 3-5 years' management experience within a similar environment
• Performance managing and developing contact centre service team in a multi-channel environment
• Leveraging emerging technologies to drive new and innovative ways of engaging with customers
• Developing and implementing integrated multi-channel performance standards and reporting systems
• Leading and developing high performance teams
• End-to- end process improvement
• Operational planning, capacity management and financial budgeting
• QFA qualified and committed to further continuous development
• Leadership and people management
• Strong communication skills with an ability to deal with all levels in a confident and professional manner
• Strong Customer centric focus
• Must have a very flexible approach to work and be confident working in a fast moving, exciting and challenging environment
• Operations efficiency and capacity management
• Excellent attention to detail required
• Technology literate
• Creative Problem Solver
• Role based in Dublin City Centre
• Acts as the Program Manager or Project Manager for client installation deals managing the expectation of the client and working with local operations to deliver the clients solution in agreed timescales to budget and exceeding the client’s expectations on management and communications
• Work with Marketing to identify potential clients for case studies for Equinix
• Prioritize, and execute on project activities with limited direction and support
• Troubleshoot, document, escalate, and manage trouble resolution
• Support development and rollout of new products, services and policies
• Able to manage teams and coach other resources
• Financial Services and / or business process outsourcing industry experience (essential)
• Experience of working in an arrears focussed environment (preferable)
• Proven track record of working in a heavily regulated environment

National Customer Services Manager Resume Examples & Samples

• Meet customer service expectations for modern trade and CSD customers, measured by KPIs like Fill Rates, OSA etc
• Interface with manufacturing and supply chain teams to ensure availability of stocks for MT, CSD customers at optimized costs
• Collaborate with customers to improve service levels and also resolve day to day supply or operational issues
• Partner closely with CKAMs and RKAMs to maximize revenues and improve fill rates
• Lead the implementation of CRS project and Central Order Processing (CoPC)
• Lead OTIF (On Time in Full) improvement project
• Drive MT Forecasting Accuracy for better service delivery
• Deliver a superior end-to-end customer service and experience to the HC customers, leveraging direct and indirect global HC service-related resources
• Define the target customer service experience along every touch point with Barco/partners and translate into (continuous) improvement initiatives. Follow-up of the KPI’s to quickly identify changes in quality, cost or efficiency of the service organization and take ownership in pro-active and corrective actions
• Manage the Escalated Service Team and the Nexxis Product Specialist. Coach the team to get to next level customer experience management
• Define and lead initiatives for Serviceability, engage in PQM and other related improvement platforms/councils/projects
• Align with the Service teams across Barco to share knowledge, find synergies and optimize processes
• Understand the competitive environment in the service industry, industry trends and service benchmarks. Collect information on competitive service offerings and perform analysis to properly position Barco offerings to provide “best in class” service
• Work closely with the VP Global HC Services to setup and operationalize new Services. Engage with other Service teams, Product Managers, Engineering, Sales, and other functional groups
• Support the internal Barco Sales teams as they promote service offerings and work to increase service revenue. Provide sales training, assist with identifying the correct service models and offerings, provide support for preparation of quotations, (public) tenders, evaluate pricing and assist in negotiations upon request
• Bachelor’s degree in a technical field or an equivalent combination of experience and education
• Proven experience in customer service with an absolute minimum of 3-5 years in a leadership role
• Excellent verbal and written communication skills in both Dutch and English
• Good customer intimacy, listening skills and able to cope with stressful situations
• Willingness to travel several times per year (short travel)
• Excellent leadership and teamwork; demonstrated ability to motivate others, work as a team and take ownership where required
• Knowledge of business principles and basic financial analysis
• Knowledge of SAP or similar ERP systems and basic knowledge of Business Intelligence Reporting
• Support the Customer Service strategy for South Africa in your area of responsibility. This will require the provision of a detailed operational review of all processes, procedures, methods and tools to determine adequecy to meet the performance objectives of the department
• Ensure all KPI’s such as Customer Service (OTIF) & financial metrics are monitored effectively and achieved
• Manage your Customer Service team ensuring that the best talent is sourced, developed, managed and engaged leading to a highly motivated team environment that meets and exceeds business expectations
• Take responsibility for operational management of Customer Services function with the expectation of driving efficiency
• Take ownership and participate in projects to further improve the South African Stryker Customer Services function, resulting in increasing customer satisfaction, increasing efficiency, lower costs and optimized inventory levels
• Implement and maintain a culture of Continuous Improvement of service provided to our customers
• Build and maintain relationships with other Functions while driving leverage opportunities across the areas
• Play an active role in the South African Operations team as we strive to implement a world class Customer Service Operation. Critical to this will be the identification of appropriate benchmarks and the sharing of best practice that drives efficiency and productivity
• Provide business case and detailed cost justification to decision makers to obtain resources
• Lead or participate in cross-functional projects
• Ensure cross-departmental interaction and communication in achievement of the set objectives for the company
• Ensure all Compliance, SOX, FCPA and Quality policies are implemented and applied in Customer Services function
• Increase NPS year on year. Increase promotors and decrease detractors through addressing customer needs efficiently and effectively
• Be responsible for the final quality inspection of the property before it is handed over to the customer putting into place prior to the handover any remedial action that is required
• Champion the customer throughout the business and be the first elevated point of contact once exchange has taken place if the customer once exchange has taken place
• Visit customers in the field to understand their needs by building a professional relationship throughout their Redrow journey, offering guidance and assistance/rectification to matters raised. This will involve occasional evening/weekend working
• Manage internal and external relations to ensure that customers are satisfied
• Feedback patterns of design/specification issues and following instruction implement changes
• Ensure accuracy of all customer details and all communication is correctly recorded on SBMS/Internal computer system
• Manage and assume responsibility for the Customer welcome meeting and ensure that all relevant parties are able to attend, ensure these meetings are arranged at a convenient time for customers and follow the agenda set out in the customer services procedures, this will involve occasional evening/weekend working
• Carry out the home preview in the customers new home, ensure that all relevant operating instructions and helpline numbers are provided to customers as part of this process
• Instruct and liaise with the Maintenance Technicians, Sub-Contractors & Material Suppliers; Monitor the progress of remedial works
• Ensure Maintenance Technicians diaries are fully utilized, with consideration to geographical benefits and restrictions
• Understand Service Level Agreements and raise concerns to the HOCS were these to fall short
• Build a thorough knowledge of Redrow house-types and construction processes
• Have a knowledge of and ensure alignment with the structural warranty provider policies, Consumer Code, Redrow quality standards and customer charter
• Be available to deal with the out of hours calls and direct them accordingly to bring the customers problem to a satisfactory conclusion
• Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the company’s needs. Ensure that poor performance is not tolerated and is remedied via support, training or disciplinary action as appropriate. Liaise with Head of Customer Services and Human Resources on all employment issues
• Health and Safety - Keep appraised of Health and Safety updates and where necessary liaise with internal and external training providers to ensure the CS team is fully compliant. Ensure all works are carried out in accordance with specific risk assessments and method statements
• Finances - Check and sign off invoices for suppliers and sub-contractors giving consideration to material supply chain difficulties, and failure in service level agreements. Authorise invoices for payment
• Reporting - assist in the production of monthly board and Group CS Director reports
• Identifying new business opportunities in the region’s sphere of operations, as well as in terms of growth of business with existing customers, driven by the promotion of integrated security solutions
• South African security legislation
• G4S Operational Policy and procedures
• G4S HR Policy and procedures
• Health and Safety legislation
• Managing Professionally
• Leading People
• Managing Conflict
• Communication skills (written and verbal)
• Negotiation
• Computer literacy
• Basic financial skills
• Risk identification
• Driving change
• Delivering objectives
• Delivering strategy
• Customer Thinking

Asisstant Customer Services Manager Resume Examples & Samples

• Set targets for all other call center agents to meet up with
• Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to
• Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
• Prepare forecasts and budgets for the call center
• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
• Facilitate and organize training session for all agents and participate in recruitment of new call center agents
• Conduct regular review of all call center agents performance and organize training sessions for under performers
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center
• Keep up with trends and happenings in the industry and ensuring adherence to industry standards
• Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members
• Accountable for Staff development and retention
• Case Management including Soft complaint escalation etc. Close loop feedback
• Experience in Insurance industry would be an advantage
• Highly customer focused with a strong drive and enthusiasm to improve
• You will manage the customer services team of around 16 people, including phone, web and face-to-face, for the full range of Re services
• You will manage the relationship with our clients and the Customer Services Group, to ensure we work in a collaborative partnership focused on delivering exceptional customer service
• You will provide the wider business with direction on customer matters, utilising, the voice of the customer and data analysis to ensure we are focused on the needs of our customers
• You will measure and maintain an improving trend of customer satisfaction KPIs. Using the power of the customers’ feedback to overcome business issues
• Support the knowledge development of our customer services team with continuous on-going development and collaborating with the wider business to deliver seamless change
• Implement and manage the business escalations processes to ensure customer issues are moved through the business quickly and accurately to deliver the right customer solutions
• Use customer complaints data to identify root causes and implement streams of process / business changes to ensure the issues are not repeated
• Develop a sales capability within the team to help develop and expand the business through selling value-add services and cross selling other services and products
• Undertake analysis of sales by agent, service/product and customers in order to drive sales value and profitability
• Prepare reports on sales activities above for the Business Development Director and the Business Development Board
• Creat positive relationships through interactions with key stakeholders and departments across the business and externally
• Ability to communicate with people in a friendly and courteous manner, establishing and maintaining effective working relationships with colleagues at all levels
• Confident to work with the senior management teams to present, discuss and challenge ideas
• Positive approach to change, implementing new initiatives/procedures and addressing any resistance encountered
• Good organisational skills, including the ability to progress numerous initiatives and actions simultaneously, prioritise work under pressure and complete within deadlines
• Flexible to travel to all divisional offices

Global Customer Services Manager Resume Examples & Samples

• Deliver top class customer experience and make the customer service a competitive advantage by being the easiest to do business, whether making a purchase or dealing with aftersales issues, leading to increased customer loyalty
• Identify what will delight our customers and continuously monitor our progress to achieving that goal
• Proactively communicate to customers with regards to our perceived quality and on-time delivery performance and our plans to improve and meet or exceed their goals
• Efficiently manage the execution of our warranty policy and provide input as to how we can improve the customer experience
• Be the voice of the customer in Turbocor so that the business does not lose focus on our customer needs
• Create value for the customer by being there and making sure that they get order related information and technical support to ensure that their production is not disrupted and field units stay running
• Maintain the department’s credibility and relationships with both internal and external customers through excellent service
• Communicate effectively and maintain good relations with all business functions to ensure customer needs are met
• Provide design recommendations to avoid field failures and improved product serviceability
• Ensure the team supports customers with plant or field visits to help remedy challenging or epidemic issues
• Actively participate in crisis teams during major quality problems
• Coordinate across regions on non-conformities to expedite answers to customer questions and claims
• Support customer change notifications and part approval processes for changes and/or new products/variants
• Manage the safety, financial outlook, environmental impact, risk, schedule, and quality areas of the operations and maintenance of service contracts, including monitoring Key Performance Indicators associated with the contracts
• Maintain, establish, and grow key customer relationships
• Conduct customer and site visits as needed to establish appropriate strategies and ensure expectations are being met
• Review, prepare, and approve all proposals as necessary
• Develop, mentor, and coach the customer experience team
• Effective communication and active listening skills
• Ability to travel up to 50%
• Minimum of 5 years’ experience in wind and/or solar operations and maintenance customer service field
• Minimum of 2 years’ supervisory experience
• Current Driver's License
• Ability to relocate to either San Antonio, TX or Minneapolis, MN

Customer Services Manager, Ireland Resume Examples & Samples

• Drive and communicate the execution strategy for the managed services business in Ireland
• Line management and professional development of the managed services delivery organization
• Manage the services business to achieve annual budget targets
• Ensure optimum customer service levels to the Ireland installed base
• Engage directly with our customers to investigate and resolve customer issues
• Ensure availability of trained and certified engineers and staff to perform managed services at customer sites
• Lead the design and development initiatives of Managed Services portfolio relevant to the market needs in UK&I within specific industries
• Support the Ireland Sales Director and sales team to develop and grow the managed services and on-site services business
• As a member of the Ireland Operations management team engage in the development of a forward business strategy to develop and grow the solutions business. Lead and contribute to the Business Planning and Development Process
• In partnership with the Service Sales team generate the annual sales budget submission
• In partnership with Sales Director submit monthly sales forecast to Finance
• Other responsibilities or tasks that are within your skills and abilities, whenever reasonably instructed. The business reserves the right to make reasonable adjustments in line with business requirements
• HNC/HND in Engineering or suitable equivalent preferred
• Solid experience in Managed Services business area and proven track of team management
• Previous customer service experience including relationship building, communication, influencing, negotiation, and customer service skills
• Business management experience
• Proven people management skills
• Commercial and Financial awareness
• Driver’s License
• PSIRA Grade B
• Registered Security Service Provider
• Minimum 3 years’ experience in security management
• G4S Operational Policy and procedures G4S HR Policy and procedures
• (written and verbal)
• Reporting to the General Manager this role is to ensure the Service Centre understands and satisfies its Customer requirements. The roles responsibility is to take the lead on the solution to a Customer issue from receipt to final resolution. The role is to ensure DX Delivers Great Customer service – Every time
• Good understanding and knowledge surrounding the Customer experience
• Experience of managing a target/KPI focused team
• Strong communications skills both written and oral with good networking skills with the ability to create solid relationships internally and externally
• Ability to identify problems and design deployable solutions
• Proven people manager who displays strong leadership skills
• Accurate, speedy computer/phone input skills with knowledge of Microsoft programmes
• Customer service meetings with individual schools and academies. This is an opportunity to discuss with the school/academy about its current usage of SIMS. To share key information and latest updates, ensuring communications are being received and services delivered
• Working with the key stake holders within schools in an advisory role to maximise the utilisation of SIMS. This would include gaining an understanding of the schools objectives and sharing information on how SIMS can support school improvement
• Sharing of customer knowledge with other Capita SIMS business areas
• Recognising sales opportunities
• To deliver presentations and updates
• To plan and visit individual schools/academies in line with agreed KPIs
• To escalate customer information and needs to team leader
• To produce a monthly report to be sent to the team leader
• To attend regular team meetings (these are commonly held in Northampton or Bedford offices)
• To keep records of contact with customers
• To maintain knowledge and understanding of key education reforms, SIMS and supporting services
• Knowledge / experience of SIMS
• Strong focus on quality of customer service
• Ability to prepare and deliver presentations to groups ranging from 5 to 40 delegates
• An understanding of the challenges schools and academies face
• Experience of the education market
• Confident user of Word and Excel

Related Job Titles

Samples › Customer Service Manager

Customer Service Manager Sample

Download and customize our resume template to land more interviews. Review our writing tips to learn everything you need to know for putting together the perfect resume.

Not sure how to format your resume? Download our free guide and template .

Customer service is the backbone of an organization; without high customer satisfaction ratings and exemplary conflict and crisis resolution, no company in the world will succeed. High quality team empowerment, leadership, and mentoring are essential aspects of this position, not to mention the technical expertise involved! If you’re looking for a new position and aren’t sure where to begin or you’re interested in a few insider tips and tricks of the trade, read on to check out our Customer Service Manager resume example and get your resume ready to go!

You should never use a creative resume

Many job seekers think that an eye-catching resume template will help them stand out to hiring managers and increase their chances of landing an interview. This is a myth put out by resume builders that value design over content.

The truth is that most hiring managers prefer a traditional resume format.

Creative resume templates, like the one pictured here, can actually hurt your chances of landing an interview. Instead, you should use a basic resume format that quickly communicates your basic information and qualifications–like the one included below.

Customer Service Manager resume (text format)

How confident are you feeling about your resume? If you need more help, you can always refer to the following resume sample for a position.

City, State or Country if international

Phone | Email

LinkedIn URL

CUSTOMER SERVICE MANAGER PROFESSIONAL

Talented Customer Service Manager highly regarded for improving team performance on customer service metrics and SLA delivery. Able to motivate teams and coach underperforming individuals into management potential. Proactive, energetic and a master troubleshooter with a sharp focus on developing and implementing process improvements to drive company growth and technical innovation. Excellent interpersonal and communication skills, a strong work ethic and the ability to effectively handle pressure without compromising quality service.

CORE COMPETENCIES

Customer Service

De-escalation

Performance Management

Technical Expertise

Crisis Resolution

Team Leader

Team Collaboration

User Training

PROFESSIONAL EXPERIENCE

Customer Service Manager

BEST TECHNOLOGIES, INC. | DENVER, CO | 2017 TO PRESENT

Responsibilities

Develop Improved team performance by XX% on all customer feedback surveys.

Achieved a XX% adherence to a corporate SLA of XX to close all tickets.

Reduced average call time to XX seconds for XX calls per hour.

Managed a team of XX customer service employees, decreasing staff turnover by XX% with improved morale.

Generated detailed reports of call handling and ticket closures for use by senior leadership to determine staffing requirements.

Ensured quick and successful problem resolution by phone and email for all employees across XX States.

Increased end user efficiency by providing software installation, hardware configuration, and application support.

Document troubleshooting steps taken and provide information to 2nd level support when needed.

Founded and published company bi-weekly newsletter.

Trained and mentored new employees with corporate infrastructure and helped build their expertise of how to use the core systems within the field

Improved stability and performance of system and networks

Met company objectives in managing over xxx support calls per day under strict time constraints

TRAVEL PET SERVICE | DENVER, CO | 2014 TO 2017

Lead team of 32 customer service and solutions representatives

Achieved "Best in Quest" recognition for all corporate metrics including First Call Resolution, Average Speed of Answer, Call Quality, Capture Rate and Service Factor

Established individual productivity and quality metrics to compliment corporate-specific metrics

Created and implemented competitive customer service program (Fantasy Customer Service) which resulted in improved employee engagement and customer satisfaction scores

Successfully integrated dispatch into customer service from logistics

Successfully collaborated with the sales department for client on-boarding and training in-services for clients, resulting in more effective and efficient on-boarding and improved client satisfaction and loyalty

ORGANIC GROCERY | DENVER, CO | 2012 TO 2014

Responsible for the management of customer service desk, cashiers, greeters, cart staff, and money center.

Fulfilled the transactions of register overrides and loans.

Scheduled breaks and lunch hours for cashiers, adjusted schedules as needed.

Delegated maintenance/cleanliness responsibilities of register area.

Resolved customer complaints and addressed concerns with employees.

Provided input regarding employees to management for regular reviews.

Complete School Name, City, St/Country: List Graduation Years If Within the Last Ten Years Complete Degree Name (Candidate) – Major (GPA: List if over 3.3)

Relevant Coursework: List coursework taken (even include those you are planning on taking)

Awards/Honors: List any awards, honors or big achievements

Clubs/Activities: List clubs and activities in which you participated

Relevant Projects: List 2-3 projects you have worked on

Everything you need to write your customer service manager resume

 Now that you’ve seen an example of a job winning Customer Service Manager resume, here are some tips to help you write your own. You should always begin with a summary section. Remember to use basic formatting with clear section headings and a traditional layout. Finally, be sure to include top skills throughout your resume. We’ve included several examples common for Customer Service Manager below.

Let’s start with your resume summary section.

 The resume summary replaces the out-of-date resume objective. A summary outlines the most impressive parts of your resume for easy recall by your potential employer, while also serving to fill in personal qualities that may not appear elsewhere on the page. Remember that summaries are short and consist of pithy sentence fragments! You can check out the Customer Service Manager resume example for more information!

Always start with your most recent positions at the top of your resume. This is called  reverse-chronological format , and keeps your most relevant information easy for hiring managers to review.

2. Formatting

Our experts recommend you start your resume with a resume summary, like the one above. Other common sections are Work Experience, Education, and either Skills or Core Competencies. Here are some guides from our blog to help you write these sections:

How To Write Your Resume’s Work Experience Section

How To Write Your Resume’s Education Section

Good Skills To Put On Your Resume

Some resumes will include other sections, such as  Volunteer Experience  or  Technical Skills . When it comes to what sections you need to include on your resume, you will know best!

Other sections for you to consider including are foreign language skills, awards and honors, certifications, and speaking engagements. These could all be relevant sections for your resume.

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3. Appropriate skills

Performance Improvement

Employee Mentoring

Report Creation

Technical Documentation

Data Management

Policies & Procedures

4. Experience section

Your Work Experience section should make up the bulk of your resume. This section should include your relevant job titles, companies that employed you, and the dates you were employed.

The lion's share of your Customer Service Manager resume should be the Work Experience section, including your relevant job titles, company, and the dates you were employed. This section should also showcase your professional accomplishments and critical customer service and business operations skills. Let's take a look at two of the bullet points from the example: ▪ Managed a team of XX customer service employees, decreasing staff turnover by XX% with improved morale. ▪ Generated detailed reports of call handling and ticket closures for use by senior leadership to determine staffing requirements. These bullets exemplify essential skills for any Customer Service Manager; the first demonstrates the success with which this client ensured employees feel valued and take pride in their efforts. The specific percentage of decreased staff turnover is proof that this client’s methods and experience have been successful in the past, and will be beneficial when applied to their own organization. The second bullet refers to both report creation and data analysis abilities. By creating these reports the client was able to assist senior leadership, potentially lowering the staffing budget. Remember, any methods you use to lower expenses, drive sales, or improve performance are valuable assets in this field!

Let’s wrap it up!

Standout resumes will include a resume summary, a traditional reverse-chronological layout, and the skills and experience relevant to your job target. This resume example shows how to include those elements on a page. It’s up to you to insert your personal compelling qualifications.

Keep your resume format easy to scan by both humans and computers; our resume template is designed by our experts to satisfy both audiences. And be sure to include your own skills, achievements, and experiences. Job-winning resumes are resumes that successfully market you, leading recruiters and hiring managers to want to learn more!

Finally, emphasize your interest with a customized cover letter. When writing, remember that the resume and cover letter should support each other. Check out our  cover letter tips and examples  for more advice.

Didn’t get the specific answers you were looking for on this page? Hire a professional resume writer to get the advice you need to land your next job. 

Related posts:

ATS Resume Test: Free ATS Checker & Formatting Examples

What Does Relevant Experience on a Resume Mean?

How to Tailor Your Resume to Different Positions

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26 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 26 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, start off your  resume-building  adventure 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.

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.

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 our  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!