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Customer service skills to include in your CV

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Customer service is a key department that all customer-centric businesses rely on. It has a crucial role in attracting and retaining customers. A good customer service experience will increase the company’s revenue and create a positive reputation that will bring in more customers.

In this article, you will learn what a general description of a customer service job entails. You will find out what are the skills that will benefit you for this position. Bonus, real-life examples of good customer service skills put into action.

What is the job description of a customer service representative (CSR)?

A customer service representative’s main duty is to guarantee customer satisfaction by delivering prompt and effective solutions to any inquiries or issues that arise during their interactions with the company. Of course, this can vary depending on the business industry and overall approach. Here are some examples of typical duties and responsibilities of a customer service rep:

Responding to Customer Inquiries – The primary responsibility of a CSR is to handle customer inquiries and issues. A customer service rep does not only answer questions. They resolve complaints, provide information about products or services, and resolve issues that customers may have. The client interaction can be over the phone, email, chat, or in person.

Recording and Documenting Customer Interactions – CSRs are often responsible for documenting all customer interactions using customer relationship management (CRM) software. They will keep records of customer inquiries, complaints, and resolutions. 

Providing Technical Support – In some industries, customer service representatives will provide technical support to customers. This may involve troubleshooting issues with products or services and guiding how to use them. 

Upselling and Cross-Selling – There are instances where customer service reps may also be responsible for promoting and selling additional products or services. They do so by identifying customer needs and making appropriate recommendations. 

Collaborating with Other Teams – CSRs often need to collaborate with other teams within the organization. The sales, marketing, and product development team together provide a seamless customer experience. 

Continuous Learning – Customer service reps need to stay up-to-date on new products and services, as well as company policies and procedures. It’s this knowledge and skills that help provide excellent customer service.

Customer service skills

Now you know the customer service role within a company. It’s time we talk about the skills you need to master to be successful as a CSR. 

Steal our list of extra tips on how to write a CV that stands out!

Communication

Being able to communicate effectively is an essential skill in customer service. Usually, the customer service rep is the primary point of contact between a company and its customers. For them to understand and respond to the client’s needs, they need to be good active listeners. And, in return, they must communicate their standpoint to the clients. Let them know all the options available in resolving their issues, and be detailed in the scope of their services.

Here are some key reasons why communication skills are important in customer service jobs:

To build stronger relationships with clients. By understanding their needs and problems, a customer service agent can provide personalized solutions that meet the customers’ unique requirements.

To manage expectations from the company in terms of products, services, pricing, or delivery timelines. This helps to avoid misunderstandings and dissatisfaction.

To handle complaints. Clients might be unsatisfied with the company’s product or services and don’t always communicate this in the best way. A CSR should be a great active listener to fully understand the issue and offer appropriate solutions.

To resolve conflicts when clients get upset. The customer service rep’s job is to manage these situations by de-escalating the conflict and working towards a resolution that meets the customer’s needs.

To build customer loyalty. When customers feel heard and understood, they are more likely to return to the company for future purchases or services. They may also recommend the company to their friends and family.

Check out our customer service vacancies in these awesome locations!

Problem-solving

9 in 10 customers who contact a company do it to address an issue they have with its product or services. Customer service reps are the first point of contact. Their task is to identify and solve these issues in a timely and calm manner. That’s where great problem-solving skills come in handy. Companies that invest in developing the problem-solving skills of their customer service representatives are likely to see better customer satisfaction rates, improved customer retention, and increased sales.

Use your cover letter as an opportunity to showcase your skills and will help you stand out as a candidate suited for the job.

Here are some situations where a CSR’s problem-solving skills will be put to the test:

Understand customers’ issues quickly and resolve them efficiently: getting to the root cause of the problem and determining the best course of action to resolve it.

Handle complex situations while remaining calm and focused: to deliver a great customer experience, customer service reps must be able to resolve challenging situations like managing customer complaints, handling escalated issues, or dealing with dissatisfied customers.

Improve customer satisfaction and give a positive experience. 89% of customers are more likely to make another purchase after a positive customer service experience. 

Build customer loyalty and retention in a climate where 83% of clients say that they feel more loyal to brands that respond and resolve their issues.

Time management

In a customer service center tasks come in constantly and have different levels of complexity. A CSR should be able to prioritize and manage their time while meeting customer needs. Great time management skills will enable customer service agents to manage high call volumes, meet customer expectations, resolve issues quickly, reduce stress levels, and increase productivity.

Here are some examples of time management skills being put into good use:

Manage high call volumes: a CSR must be able to manage their workload, prioritize calls and respond to customer inquiries quickly and efficiently.

Meet customer expectations which can improve customer satisfaction and loyalty.

Resolve issues quickly in an environment where time is of the essence and delays will only result in increased frustration and dissatisfaction.

Reduce stress levels that could build up throughout the day.

Emotional intelligence

Emotional intelligence skills enable customer service representatives to understand and manage their emotions, as well as the feelings of their customers, leading to better communication, improved customer satisfaction, and increased customer loyalty.

A great CSR will know how to use their emotional intelligence in situations like these:

Build rapport with customers by showing empathy and understanding. 

De-escalade difficult situations with composure and professionalism.

Understand the customers’ needs and provide more personalized and effective support.

Resolve conflicts by identifying the underlying emotions and needs of the customers.

Adaptability

All the skills above are important in the customer service job, and being able to adapt to all the different situations that might occur during the day is the thread that ties all of them together. 

Here are all the situations in which an adaptable and flexible customer service agent will rise above the others:

When new products or services are deployed customer service reps should quickly adapt to them and provide accurate information to customers. 

When responding to customer needs is a team effort. Some situations may not be solved by one agent, so a positive team dynamic can resolve such issues with greater ease when team members collaborate.

When unexpected situations arise. While most requests might be mundane and be covered by set practices, sometimes clients contact customer support for unique issues. A customer service rep will have to understand the issue and quickly find a solution to that problem.

Learn how to be prepared for an interview with useful tips and strategies that work

How to include these customer service skills in your CV

There are two ways to go about including these useful customer service skills in your CV. 

If you’ve had previous work experience, include key skills in the descriptions of your past jobs, and where they apply. 

For applicants with no work experience or those who have just graduated, make sure to include a Skills section right under your Education. The keynote to take here is only to include those relevant skills that apply to the job description. So you should tailor your skills for each job, depending on the employer’s expectations. 

Read more tips on writing a great CV that stands out!

In conclusion

When you’re in the market to find a great customer service job, your skills will weigh just as much as your previous experience. We have plenty of customer service job openings in many wonderful cities around the world. Put your skills to good use and find a great job abroad today!

How to make your CV stand out

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You’ve stumbled on the job vacancy that has your name on it. So you send out your good CV and in your mind you’re already getting ready for the pre-interview stage. You make up complex scenarios of what to say and how to better market yourself. But there’s no reply. Silence. Awful silence. 

The culprit? Your resume wasn’t good enough. But you can change that. We’ll teach you how to write a CV and what to include in it. Plus some great CV advice and tips to help you land your dream job.

Here is the outline of important steps to follow when writing your CV:

  1. Choose an appropriate CV format 
  2. Include your name and contact info
  3. Begin with a personal summary and job title 
  4. Detail relevant work experience and key accomplishments 
  5. List your education and academic background 
  6. Highlight relevant skills that align with the job requirements 
  7. Include relevant information in extra sections (such as certifications, hobbies, etc.) 
  8. Present your Information in a professional, organized manner 
  9. Enhance your CV with a complementary cover letter

This is what you should include in your CV. We’ll get into each section, so you know exactly how and what to write in each part. Let’s take it one step at a time. 

One thing to get out of the way first. This guide is for anyone who is writing a CV for a job. Depending on where you’re from, a Curriculum Vitae might serve different purposes. In the US, Canada, or Australia, a CV is used for academic purposes. Everywhere else, it is a short document that you use when looking for a job in any industry. Read more about what is a Curriculum Vitae and learn the differences.

The CV format

Or how to make your CV get past the first stage of triage. 

In 2023 recruiters have two options for selecting resumes from the submissions they receive from candidates: manually or by using an Applicant Tracking System (ATS) software. You may never know which one they use, so you must be prepared for either.

Even before you start to type in your info, here are some CV formatting tips you should know.

Use a font that is easy to read

There are two types of fonts to choose from when writing your CV. Serif fonts have small lines or flourishes at the ends of each letter. Examples of serif fonts include Times New Roman, Georgia, and Garamond. Sans Serif fonts do not have these lines and have a clean and modern appearance. Popular sans serif fonts are Arial, Verdana, and Calibri. For the main body of your text, set the font size to 11 or 12 and use single spacing. Go a little bigger for your name and titles; anything between 14 and 16 point size will look great.

Have a consistent CV layout, with one-inch margins for all sides and larger headings in bold, italics, or underlined.

Make good use of the white space on your resume and avoid graphics.

Don’t use your picture unless the job ad specifies it.

Keep it short and include just the relevant skills and experiences mentioned in the job description by the recruiter.

Save your CV in PDF to make sure the layout stays as you intended. While this is the most common format for CVs, some recruiters might ask for one in .doc or .docx. In this case, you should send it as a Word document.

Now let’s start filling out your CV! 

Your contact information

Here’s what this section should include:

  1. Your full name
  2. Your professional title
  3. Your email address
  4. Your phone number
  5. A link to your LinkedIn Profile
  6. Your home address (optional)
  7. Your Personal Statement*

* Some candidates choose to skip this step altogether and figure that their work experience will do all the talking for them. But guess what? The recruiter sees hundreds of those listings. You must make a great first impression and give all you’ve got to create a good CV. So go ahead and write this short paragraph that will help you stand out from the crowd.

There are two different ways to write a Personal Statement in your CV: you can take the objective route, or write a CV summary. 

The CV objective emphasizes your skills and proves that you are a good fit for the job. We recommend writing one when you’ve got less work experience for the job you are applying for.

The CV summary should contain highlights of your career that will transfer well to the job ad. If you have a lot of experience, we recommend you showcase it in your Personal Statement.

Your Work Experience

The work experience section of your CV is crucial as it gets the most attention from recruiters. A good CV should list previous positions, dates worked, and responsibilities, but to stand out and secure the dream job, it is important to focus on relevant and measurable achievements. 

Check out our CV writing tips for the work experience section!

Use action verbs. Say that in a previous role you “delivered, organized, and boosted”, not that you were “responsible for delivering, organizing, and boosting.” Being responsible for something and actually doing it are two different things. 

Tailor your past experiences to the responsibilities mentioned in the job ad. For example, if the position asks for a person to “Handle all incoming contacts from customers” and you’ve worked in a call center before, say that you “Handled incoming requests from customers.” Just like that. 

Write Key Achievements that make your CV stand out. Recruiters love numbers, so make sure to add them when you can. For example, you are applying for a Local SEO Specialist job. Include a short paragraph that supports your skills, such as this:

Developed a keyword strategy to give better visibility of the coffee shop in SERPs. Website visits increased by 300% in the first month, which resulted in a growth in sales of 68% online and 124% in-store visits. 

Your Education Section

There are two questions one should ask when putting their education on the CV: where to put it and what should it include? The simple answer is to put it right after your Work Experience section and should include only the highest degree first. 

Of course, not all experiences are the same, so you should make adjustments that give the employer the best impression of you. 

So, when you are writing a CV with little or no work experience, you should put your Education section first. Additionally, provide more detail about your academic background. This could include information such as the title of your thesis, areas of study that you have a particular interest in, coursework that is relevant to the position you’re applying for, your most notable accomplishments, or any extracurricular academic pursuits.

Your Relevant Skills

When you write your CV, the most important concept to keep in mind is Relevant; that is, relevant to the job description. You might have tons of skills, but in this section, you must list the ones that will benefit you in the future job. 

The skills section on your CV should be a mix between hard skills and soft skills. 

Hard skills refer to the technical abilities and knowledge required to perform specific job duties and responsibilities. They can be acquired through education, training programs, and hands-on experience, and are typically focused on tasks and processes such as the use of tools, equipment, or software. 

Soft skills are personal attributes and competencies that are not specific to any particular job, such as teamwork, organization, empathy, and leadership abilities.

Find out which Customer Service skills you should include in your CV!

Pro tip! Make sure that some of these skills are already in your CV, in the Work and Education sections.

To indicate the level of proficiency use the same type of structure. Either use: “Excellent,” “Advanced” or “Basic”, or use a x/5 system.

Wondering how to list your languages on your CV? Go for the ILR system that establishes language proficiency standards and uses a 0 to 5 scale. These levels are beginner, intermediate, proficient, fluent, and native. 

Here is an example of how your language skills can look on your resume:

Dutch: Native (ILR level 5)

English: Fluent/Bilingual (ILR level 4+)

Spanish: Proficient (ILR level 3)

Another way to write the level of the languages you know on your CV is by using the Common European Framework of Reference for Languages (CEFR). This divides language speakers and learners into 3 main categories and assigns each one a grade level.

A Basic Speaker 

A1: Breakthrough or beginner 

A2: Waystage or elementary 

B Independent Speaker 

B1: Threshold or intermediate 

B2: Vantage or upper intermediate 

C Proficient Speaker 

C1: Effective Operational Proficiency or advanced 

C2: Mastery or proficiency

So by using this scale, the language section on your resume will look like this:

Dutch: C2

English: C1

Spanish: B2

Now that your CV is all written up and you had someone proofread it for you, it’s time to write a cover letter to go with your perfectly put-together resume. Use the same fonts and colors that you used in your resume. Keep it short and make sure you will impress the hiring manager that is going to read it.

Now, all that’s left for you to do is wait for that call-back on the job you’ve always dreamt of. 

There are plenty of employers who are ready to read your well-written CV right now. Check out these great job opportunities and put your good CV to great use!

What is a CV? + Tips on writing a good Curriculum Vitae

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What is a CV (Curriculum Vitae)

What is a CV? This is a common question for job hunters. The answer might surprise you: it depends. A CV in Europe is not the same as one in the United States. But we’ll clear the air on that, don’t worry.

What does CV stand for? CV stands for curriculum vitae; that’s Latin for “course of life”. It is a recap of your work or academic experiences so far. Depending on where you are from, the content and length of a CV will vary.

Learn the ropes about the difference between an American CV and a European one. 

Plus, get some great tips for writing a good CV! Read on!

What is a CV in the United States? And where should you use one?

An American CV is a lengthy recap of your academic career. It contains the conferences you attended, the publications you’ve written, and the school projects you’ve done. Because it should include your entire academic experience, it can have up to 12 pages.

In this instance, a CV is used for job applications in higher education, grants, or fellowships.

What is a European CV?

In Europe, a CV is a document that lists the experiences you had that are relevant to the job you are applying for. It should be 1 or 2 pages long and should list the key skills that make you a good candidate for that specific position.

A good practice is to always edit your CV before sending it to potential employers. Take out work experiences that are not suitable for the job you want, and lead with the ones that fit the job description.

In the US the equivalent of a European CV is a resume. 

What to include in a CV

A CV for a job, or a resume if you are from the US, should showcase your qualifications and skills fit for the job you are applying for. Remember, this should be a short document. One page is preferred, but if necessary you can go to two pages. Never three.

This being said, every time you apply for a job, go to your CV and tweak it. Let’s say you are applying for a customer service job. It’s better to put in the salesperson experience and leave out the delivery job. The same goes for your soft and hard skills. We are all complex people, but when an employer looks at your resume they want to see if you fit the job requirements. And the way to do that is to list the ones that will stand out.

Here’s what a good CV or resume looks like:

  1. Contact Information – Name, address, phone number, email address
  2. Professional Summary – A short paragraph that showcases your relevant experiences, skills, and achievements. It is a summary of your curriculum vitae which should convince the HR manager to read the rest of the document.
  3. Work Experience – Relevant work history. Include your job titles, previous employers, dates of employment, and a brief description of your responsibilities and achievements.
  4. Education – Degrees earned, educational institutions attended, and dates of attendance.
  5. Skills: Technical or transferable skills relevant to the position, including computer skills and language proficiency

Read our in-depth guide on writing tips to make your CV stand out! 

What should you include in an academic CV?

  1. Your contact information
  2. A list of your areas of expertise
  3. Professional experience: research and teaching experience, academic publications, grants and fellowships received, professional affiliations and licenses held

Pro tip! Before writing an academic CV make a list of all your background information. Then organize it into categories before adding it to your CV.

A basic CV for young professionals with little or no experience

When you have a lot of experience it’s quite easy to tailor your CV to match the job requirements. But what happens when you’re applying for your first job? This is where the functional resume comes in.

The functional CV, or skills-based, focuses on your abilities and personal qualities. Instead of listing your work experiences, you will highlight the skills you have that can transfer to the job you are applying for, describe who you are as a professional, and what you can offer the company. Make sure to put in your overall career objectives. This will draw the attention of employers with a strong employee growth culture.

Learn the best Customer Service skills to add to your CV!

Tips for writing a good CV for a job

An important thing to remember is that a resume is your personal marketing tool. You should always tailor it for the job you are applying for. It’s the gateway to that sought-after interview, your first impression of your potential employer. Here are a few rules you should always follow before sending out your CV.

Keep it short. One page is preferred, but you can spread it out on two pages tops. Put in your experiences and skills that match the job descriptions and leave the ones that don’t mirror the employer’s needs.

Use short sentences or bullet points. Don’t write long paragraphs. Give each sentence its purpose. Don’t overcomplicate the reader’s experience when skimming through your resume.

Have someone proofread your CV. A different eye will see mistakes that you might miss. And there’s nothing like a spelling or grammar mistake to ruin that first impression.

Always send out a cover letter along with your CV.

Quick recap

The meaning of a Curriculum Vitae might differ depending on where you’re from. Always pay attention to the job description and tailor your CV according to it. If you don’t have a lot of work experience, showcase your skills and convince the employer you are a good fit for their company. Be mindful of the rules of writing a good resume.

Good luck with your job hunt! Looking for a job abroad? Check out our awesome locations with plenty of vacancies for you to choose from! Find your dream job now! A member of our team will help you every step of the way.

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