A good resume will unlock the door to getting a job.

No matter what stage of your career you’re at, you need a convincing resume to prove that you are a serious contender for a vacancy. Stripped down to its core, a resume is simply a sales document, meaning it’s there to promote you and should be written accordingly.

Customer service managers are in charge of managing the day-to-day requirements of a business. They need to show prospective employers they can not only do this, but also to lead, manage and motivate their team.

This guide offers you step-by-step advice on how to write and structure your resume. By following the tips on this page, you can maximise your chances of getting noticed and invited to an interview.

 

Areas to focus on in a customer service managers resume

The job of a customer service manager is to improve a clients experience. They do this by taking control of customer issues and resolving them by seeing them through to a satisfactory conclusion. This is done through a customer service team who need to be monitored, motivated and supported.

All of the above points have to be carefully written into a resume and tactfully brought to the hiring managers attention.

To get you started we’ve compiled below a list of competencies that you should include in your job application.

 

Leadership

Probably one of the most important skills to have. Through strong leadership skills a manager can engage with their team and keep them focused and results driven. Mention your ability to be the first point of contact for team members trying to solve uncommon or complicated customer problems.

 

Motivating staff

In a role like this, it’s important to be able to create a rewards and recognition programme that encourages staff to better look after those who need assistance. This is a key part of being a good manager.

 

Customer service

Being able to look after people is central to this job. It’s vital you show how you can ensure that an excellent standard of service and a high level of customer satisfaction is consistently maintained. Back up what you say by giving figures and percentages of your ability to improve customer retention rates.

 

Problem solving

When complex issues are escalated, you will have to resolve them in a timely manner. Give examples of when you’ve used your imagination to come up with solutions, ideas and alternatives to seemingly insurmountable problems.

 

Communication skills

For a role like this, you’ve got to be an excellent communicator. You’ve must be able to collaborate with colleagues, negotiate with unhappy customers and report to senior managers.

 

Customer Service Manager resume examples

Karen Brown
Address
Phone: 0123 456 7890
Email: info@dayjob.com

 

PERSONAL SUMMARY

A customer focused professional who possesses a strong sense of urgency with regard to client satisfaction. Karen has superb interpersonal and communication skills, coupled with excellent relationship building capabilities and excellent negotiating abilities. She is someone who has a track record of creating a work culture that rewards teamwork and cooperation.

As an experienced manager she fully understands the importance of appearance and behaviour in creating a positive impression in any face to face role, this is why she works hard at appearing professional, well dressed and well spoken.

Her areas of expertise are precisely those that your company is looking for in an applicant, namely; sales order processing, identifying customer requirements and providing knowledgeable advice to fellow staff members. Right now she is looking to join an ambitious company that is looking to recruit talented people who get results.

 

CAREER HISTORY

CUSTOMER SERVICE MANAGER – January 2010 – present
Employers name – Coventry
Responsible for responding quickly to all customer requests and ensuring that all staff members make sound decisions based on customer satisfaction. Also in charge of assigning responsibilities, investigating and evaluating complaints and claims and occasionally acting as a manager on duty in the absence of other managerial staff.

Duties;

  • Responding to issues such as service inquiries, problem resolution, and retaining accounts.
  • Handling customer escalations and all customer relations issues.
  • Writing reports and business correspondence.
  • Relaying information in a concise and clear manner.
  • Managing customer expectations.
  • Building customer relationships and loyalty.
  • Quickly researching and investigating issues that concern a customer.
  • Managing customer service teams, processes, and polices.
  • Creating work schedules.
  • Conducting visual observations of how staff speak to customers.
  • Allocating staff resources.
  • Preparing daily, weekly, and monthly reports for senior managers.
  • Coaching and developing team members in soft skills.
  • Assessing the customer service department’s operational performance against set targets.
  • Promoting products and services.

TRAINEE MANAGER – May 2008 – January 2010
Employers name – Birmingham

CASHIER – July 2007 – May 2008
Employers name – Birmingham

 

KEY SKILLS AND COMPETENCIES

Customer Service Skills

  • Dealing with customers and clients in a courteous, professional and diplomatic manner.
  • Capable of influencing the opinions of customers.
  • Winning over customers.
  • Establishing and maintaining positive customer relationships.
  • Able to adapt tone, language and style for different customers and situations.
  • Able to handle complaints, aggressive customers and difficult situations.
  • Visiting important accounts and clients to maintain good relations.
  • Delegating work according to an employee’s abilities and skills.
  • Effectively presenting information.
  • Building up effective customer service teams.
  • Willing to work nights, weekends, and holidays.
  • Ability to lead and motivate.
  • Root-cause analysis.
  • Analysing and planning workflow.
  • Able to handle unreasonable expectations.

Personal

  • Ability to act on own initiative.
  • Being patient with demanding customers.
  • Well presented, polite, tactful and friendly.

 

AREAS OF EXPERTISE

Customer Relationships
Customer Service
Client Retention
Answering Queries
Resolving Problems
Evaluating Customers
Account Management
People Management
Up Selling
Advisory Skills

 

ACADEMIC QUALIFICATIONS 

Central Birmingham University – Management Degree 2003 – 2007
Aston College – HND 2001 – 2003
Coventry School; O levels Maths (A) English (B) Geography (B) Physics (A)

 

REFERENCES 

Available on request.

 

 

How to write a customer service manager resume

Every sentence in your CV should serve a purpose. Get one step ahead of the competition by writing a CV that clearly displays your knowledge of all aspects of customer service and proficiency in keeping clients happy.

 

Target the job

For maximum effect your resume must be targeted at one position. So, before you start writing your CV make sure you understand the role you are applying for. Do this by reading the job description to find out exactly what’s required of the candidate. Once you have this information, mimic these skills in your resume.

Here are some tips on what to include:

 

Mention your ability to:

  • Improve customer response and satisfaction rates.
  • Develop company personnel into highly proficient individuals in customer service.
  • Function in a senior managerial position.
  • Train and develop your team to the highest standards possible.
  • Create a relaxed, fun and efficient atmosphere in the department.
  • Act as the first point of contact in a company in relation to queries regarding customer service issues.
  • Delegate work to junior members of a team and then monitor to ensure it is done.
  • Come up with innovative ways to improve service delivery.

 

Describe your experience of:

  • Working with sensitive personal information that needs to be held in a secure environment.
  • Carrying out performance surveys amongst customers to gain an insight into the quality of service offered to them.
  • Giving satisfactory answers to clients.
  • Behaving in a respectful manner towards customers at all times.
  • Handling phone calls in a consistently polite, professional and efficient manner.

 

Contact information

Your personal contact details should stand proudly at the top of your resume. Employers need these if they have to contact you for more information or to invite you to an interview. Make this as easy as possible for them to reach you by making sure everything is accurate and in plain sight.

 

Personal summary

A personal summary is the front door to your resume. This is where the recruiter finds out about the personality of the individual behind the job application. Be impactful and concise by using no more than three to four sentences to put your best foot forward and grab the hiring managers attention.

 

Example:

“Maxine is a highly motivated and customer focused individual with over 10 years’ experience of working in this field.

As per your requirements, she can ensure that an excellent standard of service and a high level of customer satisfaction is consistently maintained.

On a personal level she is highly organised and always conducts herself in a manner that is consistent with the values of her employer.

Right now, she would like to work for a company that respects its employees as much as its customers”

 

Customer service manager work experience

The employment section is one of the cornerstones of your resume, it’s what separates the experienced from the non-experienced. Recruiters want to know more about you as a prospective employee. They want to see what you’ve done in the past, so they can predict what you can do in the future.

 

Example:

CUSTOMER SERVICE MANAGER – Start Date – Present

Employers name – Location

Responsible for the supervision of a team of over twenty people within the customer service department.

Duties:

  • Keeping accurate records of any communication with customers.
  • Analysing performance related statistics and drawing conclusions.
  • Establishing profitable relationships with customers.
  • Maintaining all required paperwork, records and documents.
  • Managing all Customer Service Representatives.
  • Following up and contacting key customers to ensure that they received a first class service.

 

Customer service skills

Being a customer service manager isn’t easy. You need a wide range of hard of soft skills to communicate with irate people, resolve situations and build your company’s reputation.

A key skills section is where all of this information goes. It’s a critical component of any well-crafted Customer Service Manager resume. Having the right skills can reinforce the image of you as someone who has the tools needed to do the job.

For a public facing role like this, you have to show that you can tactfully deal with difficult situations, be they face-to-face, over phone, or via email.

Examples of customer service skills:

  • Troubleshooting issues from end-to-end.
  • Ability to communicate effectively with a wide range of age groups.
  • Tactfully handle difficult or unusual situations.
  • Superb listening skills and able to quickly pick up the point of view a person is trying to get across.
  • Understanding information the first time it is read.
  • Being patient with demanding customers.

 

Education

Don’t forget to mention any further education or specialised qualifications you may have gained. If your academic record includes awards, honours or other relevant extracurricular achievements then include these.

For a results centric role like this, your academic attainments are not as important as your real work achievements or work experience. This means you should give them less prominence, but still mention them.