Customer service representative job description: what you'll do and what to write on your resume
Applying for customer service representative at a company, store or support team? Copy the duties below into your resume, then read what the interview asks.
Duties to write on your resume
Start each line with what you did. Keep the ones you've really done.
Answered customer questions by phone, email and chat clearly and politely
Resolved complaints and fixed order, billing and delivery problems quickly
Logged each customer contact and its outcome in the ticketing system or CRM
Explained products, services and store policies in simple, accurate terms
Processed orders, refunds, exchanges and cancellations following company procedures
Escalated difficult cases to a supervisor with complete notes
Followed up with customers until their concern was fully settled
Met response time and quality targets set by the team
No work history yet? Use the same lines for school projects, a family business, volunteer work or selling online, and say where.
A resume objective you can adapt
Fresh graduate looking for a customer service representative job, ready to learn your products fast and help every customer with patience and a clear, polite voice.
Skills employers ask for
Speaking and writing clearly in English and Filipino
Listening well and staying calm with upset customers
Typing fast and accurately
Basic computer skills, like email and spreadsheets
Solving problems and learning products quickly
What the interview asks
Why do you want to work in customer service? Say you like helping people solve problems, and give a real example.
How would you handle an angry customer? Listen first, say sorry, then explain what you'll do to fix it.
What would you do if you didn't know the answer? Say you'd check with a teammate or supervisor, then get back to the customer.
Can you work shifts, weekends or holidays? Answer honestly, because teams plan schedules around it.
Most posts ask for at least a senior high school diploma, and many prefer some college.
Prepare a resume, a valid ID, NBI clearance and your SSS, PhilHealth, Pag-IBIG and TIN numbers.
Consider the TESDA national certificate Customer Services NC II. It can help, but many posts don't require it.
Apply online or at walk-in hiring days. Expect a short interview and sometimes a typing or English test.
Licence or certificate
TESDA offers a national certificate for this work: Customer Services NC II. Source
What the work is like
You spend most of the day talking or typing with customers, often on a headset or screen. The hardest part is staying calm and kind when someone is upset.
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