Customer Service Keywords for Resumes: A Comprehensive Guide

In the competitive job market, having a well-crafted resume is crucial for standing out.

One key aspect of an effective resume in customer service is the use of appropriate keywords.

For those seeking customer service positions, incorporating relevant keywords can make the difference between landing an interview and getting overlooked.

This article delves into the importance of keywords, the role of Applicant Tracking Systems (ATS), and provides a list of essential customer service keywords to enhance your customer service resume.

And if you are looking for a resume template for a customer service role or call centre role, we’ve also got you covered!

Download our free Resume Templates for Customer Service and Call Centres >

Understanding Customer Service Keywords and Their Importance

Keywords are specific words or phrases that highlight your skills, qualifications, and experiences relevant to the job you’re applying for.

Including the right keywords in your customer service resume is vital for several reasons:

1. Relevance: Keywords ensure that your resume aligns with the job description and the employer’s requirements.
2. Visibility: They help your resume get noticed by both automated systems and human recruiters.
3. Highlighting Skills: Keywords emphasize your expertise and capabilities, showcasing you as a qualified candidate.

What is an Applicant Tracking System (ATS)?

An Applicant Tracking System (ATS) is software used by employers to manage the recruitment process.

ATS scans resumes for specific keywords related to the job posting, helping recruiters filter out unqualified applicants and focus on those who meet the criteria.

How ATS Works

1. Resume Submission: When you submit your resume, the ATS parses it for keywords and phrases that match the job description.
2. Keyword Matching: The system scans for relevant keywords to assess how well your resume aligns with the job requirements.
3. Scoring and Ranking: Resumes are scored and ranked based on keyword matches. Those with higher scores are more likely to be reviewed by human recruiters.

Essential Customer Service Keywords

To optimise your resume for ATS and improve your chances of getting noticed, include these key customer service keywords:

General Keywords

• Customer Service
• Customer Support
• Client Relations
• Customer Satisfaction
• Customer Experience

Communication Skills

• Verbal Communication
• Written Communication
• Active Listening
• Interpersonal Skills
• Conflict Resolution

Problem-Solving Skills

• Problem Resolution
• Troubleshooting
• Critical Thinking
• Decision Making
• Analytical Skills

Technical Skills

• CRM Software (e.g., Salesforce, Zendesk)
• Microsoft Office Suite (Word, Excel, PowerPoint)
• Email Support
• Live Chat Support
• Technical Support

Personal Attributes

• Patience
• Empathy
• Adaptability
• Professionalism
• Teamwork

Performance Metrics

• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• First Call Resolution (FCR)
• Average Handle Time (AHT)
• Service Level Agreement (SLA)

Action Verbs

• Assisted
• Resolved
• Managed
• Handled
• Supported

Tips for Using Keywords Effectively

1. Analyse Job Descriptions: Carefully read job postings and identify commonly used keywords and phrases.
2. Incorporate Naturally: Integrate keywords naturally into your resume, ensuring they fit within the context of your experiences and skills.
3. Use Variations: Include variations of keywords (e.g., “customer service” and “customer support”) to capture different ATS settings.
4. Avoid Overstuffing: Use keywords thoughtfully and avoid overloading your resume, which can make it seem forced and inauthentic.

Conclusion

Incorporating the right customer service keywords into your resume is a strategic way to enhance your visibility to both ATS and human recruiters.

By understanding the importance of keywords and how ATS functions, you can craft a resume that effectively highlights your qualifications and increases your chances of securing a job in the customer service field.