Mycareercoach.com

CV tips for:
customer services
representatives

At a job interview ask yourself who is your customer? In this instance it’s the hiring organisation! And what’s their real interest? Is it customer services?

Or is it in fact bottom line business performance? And how your role can contribute to sales, repeat business, loyalty/reputations, reduced costs, share performance etc… A strong customer services CV will mention facts and figures. For example:

• Handled 50+ calls per day.
• Set record level of first call problem resolution (91%) in March, a great contribution to the company. The higher the percentage rate the lower the cost was to the business. It also set a bar for other team members to aim at.
• Consistently exceeded my targets for up-selling 10% of customers every quarter for the last 2 years.
• Personally chosen to undertake a project to reduce repeat contact percentages from 15% to 11%. This translated into a c£250k annual cost saving for the company.
• Appointed team leader of the year.
• Won trip to Paris for highest number of up-selling deals.

If you have taken part in quality initiatives, or you have been responsible for or involved in performance reporting and review, this will be attractive to prospective employers, so include any details.

Also mention any supervisory experience you may have had. An example might be as a team leader responsible for on-boarding and induction of new hires.

Incorporate details of coaching experience, such as one-to-one coaching skill sets of agents and ensuring appropriate knowledge at the point of contact. Cite any special projects you have taken part in.

For example:

And if you can, link it to a story such as:

Stress details of any specific know-how, such as being expert in a particular customer service system or familiarity/certification with certain regulatory requirements. If this is notable experience, consider placing the information in a pre-eminent position.