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Customer Service Team Leader Resume Samples

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Guide the recruiter to the conclusion that you are the best candidate for the customer service team leader job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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  • Provide training and development of direct reporting staff with coaching to improve performance and to assist in their own development
  • Assist management with career development activities for team members including performance management, informal feedback, training, and resourcing
  • Work with quality management team to drive continuous improvement in the network billing process
  • Provide clear leadership and direction for individuals and team. Autonomously make decisions and drive an effective performance management culture
  • Drive continuous improvement of the process performance and team efficiency by use of visual management systems (within the framework set by CENCS)
  • Ensure order entry compliance - implement project management process to improve backlog management efficiency for customer satisfaction
  • Creates, manages and monitors teams’ daily / weekly metrics on their MDI [managing for daily improvement] board
  • Challenge working methods and practices and provide creative solutions and clarity for customers
  • Support, coach and develop talent within your team in relation to systems, processes and behaviours
  • Sales Managers
  • Work with team, the customer, sales and internal departments to maximise order book conversion for your area of responsibility
  • Leading by example, continuously and consistently motivate and manage a customer service team
  • Develop and maintain excellent customer focus. Identify and address day to day operational issues in line with ‘customer partner of choice’
  • Act as point of contact in Team Managers absence
  • Provide assistance/support to other areas of the business
  • Manage call and email escalation
  • Provide accurate Customer feedback regarding products and services
  • Approve, manage, and lead training for team members
  • Prepare and present performance appraisals for Customer Service Representatives
  • Manage backorder maintenance and generate pick-up tags for returns
  • Manage department expenditures-(office supplies and equipment)
  • The capability to effectively drive business objectives and also have a strong knowledge of hospital procedures and systems
  • Demonstrable excellent computer and software knowledge in programs such as IE, FF, Chrome, Media Players, Flash, etc.)
  • Structured and disciplined individual who is comfortable with detail
  • Excellent interpersonal and relationship building skills with the ability to influence all levels
  • People skills with ability to actively listen, empathise, and effectively and professionally handle challenging internal and external customers
  • Outstanding customer service skills, strong interpersonal skills and the ability to bond with customers
  • Good people and interpersonal skills to build effective relationships with all levels of professionals
  • Knowledge of the most widely used programing languages such as Java, JavaScript, HTML, MySQL is desirable but not essential
  • Strong customer service skills, including the ability to remain flexible and calm in high pressure or continually changing situations
  • Ability to communicate effectively and professionally in both local language and English (written and oral)

15 Customer Service Team Leader resume templates

Customer Service Team Leader Resume Sample

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  • Develop and lead team of Specialists
  • Lead by example and coach on key behaviors to drive results
  • Select and retain talent
  • Relationship management

Customer Service Team Leader Resume Examples & Samples

  • Act as primary management contact for Americas Customer Service when the CS
  • Provide guidance and act as primary escalation point for CE Executives needing
  • At least 6 months experience in a telephone based online business involved with
  • People skills with ability to actively listen, empathise, and effectively and
  • Act as primary management contact for Customer Service when the CS Supervisor, Special Segments is not available
  • Assist with and monitor activities of staff including recruiting, scheduling, coaching, training, retraining andperformance management to develop an effective team with a strong customer focus
  • Share information and work with other Special Segments teams
  • Work with Circulation, Product, Sales and other Dow Jones departments necessary for handling internal and external customer contacts quickly and correctly. Support sales teams, as applicable
  • Generate ideas that streamline processes and reduce manual work that quicken customer service operations and better the customer experience
  • Identify trends and develop and implement plans for improvement to ensure required customer satisfaction levels
  • Make preparation for new hires, including new hire training, job shadowing schedules and general and specific introduction to Dow Jones, our products and services
  • At least 6 months experience in a customer service organisation in support of high-end products and high value clients
  • Experience supporting applications in a web environment
  • Oral and written communication skills with ability to explain complex ideas at a level appropriate to the audience using ideas/terminology to ensure customer understanding and resolution of enquiries
  • Ability to monitor team activities to ensure goal fulfilment
  • Ability to work well under pressure
  • Ability to work effectively across business units to meet customer goals
  • Ability to train team members on new and existing Dow Jones products and services
  • Ability to coach team members on successful job behaviours
  • Ability to schedule work and implement work assignment adjustments to meet changing work priorities
  • Sound judgment, with the ability to solve problems independently
  • Ability to assimilate complex product knowledge and identify appropriate solutions
  • Commitment to customer satisfaction to provide quick and thorough response to customers’ requests or problems
  • Ability to build and develop relationships with others to assess needs, and identify and solve problems

Call Center Customer Service Team Leader Resume Examples & Samples

  • Oversee, maintain, and approve vacation and time off requests in accordance with the “Customer Service Guidelines.”
  • Maintain the Customer Support Calendar and assure that all channels have adequate coverage
  • Ensure that all Customer Service Representatives comply with Customer Service norms
  • Attend Sales Conferences
  • Maintain familiarity with promotions for each channel (Retail and Distributor or Direct to Consumer and Church)
  • Maintain Daily/Weekly/Monthly stat reports
  • Receive, analyze, and resolve all phone inquiries and/or issues from Customers in accordance with HCCP policies and procedures, including shipment tracking, backorders, pending orders, shorted, damaged, or defective products
  • Receive and direct input of all Customer and Sales personnel phone orders with the ability to respond to inquiries regarding stock status, discount, shipping methods, returns issues, and promotions
  • Process fax, email, and snail mail within 24 hours, inquiries and correspondence as assigned within 48 hours
  • Process markdowns and POS credits as approved by Sales
  • Process return requests
  • Maintain familiarity with product lines to assist Customers in placing orders and provide information on all Bible, book, audio, DVD, digital, and Bible Cover publications
  • Route new account requests
  • Research chargeback claims, provide PODs, etc
  • Understanding of computer applications for information and resolution of Customer needs
  • Communicate effectively with internal and external Customers and Customer support staff
  • Customer Service Oriented/Service Mentality
  • Detail oriented/organized
  • Ability to work independently and in a Team
  • Ability to prioritize and multi task
  • Computer skills, Microsoft Office, excellent written and verbal communication skills
  • Working knowledge of HarperCollins Christian Publishing products, as well as that of competitors
  • Deliver world standard client service by answering telephone inquiries timely, accurately, professionally, and courteously. Maintain the required performance standards in quality, occupancy, attendance, promptness, identifying client needs, and selling and referring products and services
  • Handle escalated calls from Customer Service Representatives
  • Assist with scheduling and coordinating team activities
  • Provide input into performance appraisal process and hiring decisions
  • Assume non-supervisory responsibilities of a Team Leader, which include: exception reporting, updating manuals, assisting associates with telephone inquiries, and assisting with other types of escalations specific to the department
  • Provide direction and assistance to Customer Service Representatives
  • Participate in special promotions and projects as directed by Customer Service Supervisor
  • Associate's degree in a related field or equivalent education and related training
  • Two to three years of client service experience
  • Excellent problem-solving skills and listening skills
  • Excellent computer navigation and keyboarding skills, including ability to navigate between multiple systems
  • Demonstrated time management skills
  • In this role you’ll:*
  • Supervise a team of Customer Service Representatives and ensure Service Level Agreements (SLAs) and Key Performance Metrics are met
  • Support and develop staff to improve efficiency and performance of the team
  • Attend regular meetings with Financial Times Customer Service Management
  • Coach team members on effective use of process and procedures and conduct quality audits weekly
  • Maintain coaching logs and audits for documentation and reporting
  • Deliver key projects and initiatives to improve customer service and experience
  • Pro actively contribute ideas and give timely feedback to the FT Customer Service Management team
  • Drive a positive and healthy working environment
  • Submit weekly report and ensure daily log sheets and weekly reports of subordinates are received
  • Develop and maintain training manuals and ensure Customer Service Representatives are well trained
  • Ensure team is familiar with products and services, and be able to identify opportunities to sell/up sell and salvage cancellations
  • Review Quality Assurance data to evaluate performance, analyze trends and provide constructive feedback
  • Conducts monthly team meetings to deliver key communications and build team spirit and provide recognition
  • Supports the hiring and training process by conducting interviews and making recommendations for hire
  • Develops and leads an effective team that proactively retains eBay customers

China Card Citiphone Customer Service Team Leader Resume Examples & Samples

  • At least 2 years relevant experiences in Call Center
  • Good problem and complaint handling skills
  • Independent, hardworking, self-motivated and good team player
  • Fluent in spoken English
  • The Customer Service Team Leader is responsible for helping to lead the team to ensure all customers receive superior service appropriate for Dow Jones PIB products
  • The Customer Service Team Leader has a responsibility to ensure that customers are satisfied and remain loyal to Dow Jones and that the department's mandated service levels are achieved
  • Act as primary management contact for Customer Service when the CS Supervisor is not
  • Conduct telephone, e-mail, and web chat monitoring for staff and provide feedback for
  • Development purposes and to ensure accurate and timely support
  • Share information and work with other Customer Service teams to ensure global consistency
  • Work with Dow Jones internal partners as necessary and support sales teams, as applicable
  • Generate ideas to streamline processes, reduce manual work and make the customer service operations process as efficient as possible, with the goal of improving the customer experience
  • Make preparations for new hires, including assisting with new hire training, organizing job
  • Shadowing, and providing an introduction to Dow Jones products and services
  • Assist supervisor in guiding reps through proper workflow procedures related to escalations and system issues
  • Act as Manager On Duty as necessary to support the team and meet global objectives
  • Handle special projects, as needed
  • All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions. Line managers have specific responsibility for the health and safety of their direct reports and other team members for which they have general management responsibility
  • To ensure the provision of the highest level of service to candidates, and to act as a referral point for any complex customer service issues within the team
  • To proactively develop, implement, maintain and communicate effective operational procedures
  • Supervise a team of customer services staff, acting as first/second line escalation for queries ensuring that complaints are dealt with in line with the business expectation
  • Lead and demonstrate continuous improvement by contributing to the review, amendment and implementation of improved procedures, processes and standards that increase efficiency and effectiveness
  • Deliver, review and document performance with team members on a regular basis
  • Monitor and evaluate calls and other Customer Service Centre tasks
  • Work closely with other departments to ensure delivery of individual client service requirements
  • Ensure employees are competent to use business systems to support their role
  • Deal with the responses of all customer complaints in line with client requirements
  • To cover other roles within the Customer Service Centre, including specific project work, as and when needed.​
  • Experience of working in a customer service environment
  • Able to demonstrate the ability to manage your performance and workload
  • Strong communication skills to all levels of audience, across cultures
  • Self-driven and motivated, enthusiastic and energetic
  • Ability to work in a team and individually, to give, take and seek instruction when necessary
  • Fluency in English, both written and spoken
  • Management experience in a service related role and environment
  • 1) Manage and develop customer service staff providing continuous coaching, feedback, and training
  • 2) Manage entire “Life of a Sale”, emphasizing proactive vs. reactive customer service
  • 3) Assists in coordinating day-to-day activities of customer service representatives
  • 4) Serves as a motivator to assist driving the team towards goals
  • 5) Coordinate job shadowing and cross training of associates within the customer service department bridging gaps when absences may occur
  • 6) Recommends, tests, and implements solutions to process and procedural problems
  • 7) Directly manage “Top” accounts over 100K to effectively maintain and support core accounts service level
  • 8) Manage and review all reports directly related to core functions and life of a sale monthly
  • 9) Continue to perform customer service related duties to maintain a strong background in core functions thus recognizing and circumventing developing issues
  • 10) Conduct staff meetings and/or update meetings in Manager’s absence or when assigned to perform this function
  • 11) Provide feedback to Manager regarding customer service associates day-to-day performance
  • 12) Possesses deep knowledge and understanding of the functions and features of Baker and affiliated vendors products and parts
  • 13) Participate in and act as customer service representative in company wide special projects
  • 14) Performs other related duties as required
  • 2) Offers own opinion even when it is likely to meet resistance
  • 3) Displays a commitment to the organization by setting high standards of performance
  • 4) Uses available resources to ensure attainment of team goals
  • 2) Manages multiple tasks to obtain timely results
  • 1) Proven strength displaying Core Leadership Competencies
  • 2) 5+ years experience as a Customer Service Representative or exceptional performance. Customer Service Representative II background preferred
  • 3) Proven customer service skills. Ability to handle all situations within authority level. Proven customer and company satisfaction record. Potential and desire to advance to the supervisory level
  • 4) Position requires tactful manner, stable personality, and pleasant telephone manner with an ability to handle pressure and stressful situations
  • 5) High School diploma required, 2-4 year degree strongly preferred. Luxury goods organization experience preferred

Ccb-customer Service Team Leader Resume Examples & Samples

  • Identify ways to support inclusion and diversity
  • Ability to delegate tasks
  • Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools
  • Basic Qualifications
  • Bachelor’s degree or High School Diploma/GED with a minimum of 2 years’ experience in a financial services, operations or customer service setting or equivalent military experience
  • Minimum of 1 year of supervisory or leadership experience
  • Must submit your application for employment through to be considered (Internals via COS)
  • Must be willing to comply with pre-employment screening, including but not limited to drug testing, reference verification, and
  • Deliver world standard client service by answering telephone inquiries timely, accurately, professionally and courteously. Maintain the required performance standards in quality, occupancy, attendance, promptness, identifying client needs and selling and referring products and services
  • Assume non-supervisory responsibilities of a team leader, which include: exception reporting, updating manuals, assisting associates with telephone inquiries, and assisting with other types of escalations specific to the department
  • Three years of client service experience

Potential Customer Service Team Leader Resume Examples & Samples

  • Develop and maintain excellent customer focus. Identify and address day to day operational issues in line with ‘customer partner of choice&#8217
  • Support pro-active management of customer order books ensuring integrity of orders and maximising sales and conversion opportunities
  • Follow agreed procedures ensuring standards and documentation exists for all new and existing processes. (red book process)
  • Demonstrate and develop commercial awareness by supporting the business on delivery of sales and financial targets and objectives
  • Proactively arrange and participate in forecast meetings, orderbook reviews, Aligned logistics meetings, delivery action meetings and other business critical meetings required for area of responsibility. Ensure timely feedback to line manager
  • Actively build and maintain relationships with other departments, focussing specifically on sales team, in order to maximise orderbook conversion focussing on achieving both Stockturn and OTIF measures
  • Work closely with the customer, other team leaders and managers to improve supply change efficiencies to ensure best practice is consistent across the wider department
  • Liaise with all areas of the business to identify stock/order status and ensure the quality of information provided to accounts is 100% accurate at all times
  • Look to exceed all personal and departmental objectives within specified timelines
  • Actively encourage team to develop strong relationships with sales, logistics and other departments
  • Constantly review weekly team meeting format and agenda to maximise engagement and participation
  • Consistently prepare for and conduct constructive monthly review meetings with each team member. Formal appraisals to be conducted as specified
  • Lead team to influence all warehouse functions identifying process failures and recommending effective solutions
  • Ensure team works within DC SLA’s managing customer’s expectations in line with this
  • Attend customer visits with a positive and professional manner. Having sent agenda points to the customer ensure you are fully prepared for the meeting. Feedback minutes to Line Manager and follow up on any action points
  • Display a positive, professional, attitude at all times
  • Use knowledge to support customer satisfaction & offer alternative solutions. (eg switch selling, next day delivery, suitable bookings etc). Own the customer contact and ensure conclusion reached to mutual benefit
  • Proactively Support the implementation of business initiatives such as ZSOL order upload, EDI, Direct Containers, Peak Planning and SHAS/VAS solutions
  • Develop teams knowledge and participation in key business initiatives
  • Live and breathe the Customer Service department’s managers ‘Code of Conduct’, promoting the adherence to Customer Service Minimum Standards
  • Support the implementation and reporting of Key Performance Indicators constantly reviewing to add any new measures that will be beneficial to the wider business
  • Hold team members accountable for KPI’s relating to their performance, knowledge and account base
  • Ensure team performance is consistently of an excellent standard swifty and decisively addressing any performance issues prior to them having any detrimental effect
  • Review team fit and correct people for correct account(s) within your team on regular basis in order to maximise performance
  • Focus on succession planning to minimise impact to customers when natural progression occurs
  • Ensure that HR policies are followed, clearly communicated and executed to the highest possible standard at all times
  • Improvement focused, able to challenge the norm
  • Demonstrate high level of professionalism representing the adidas group both internally and externally
  • Commercial and financial awareness
  • Team player, able to inspire others
  • Ability to forge and maintain strong relationships
  • Effective manager of people
  • Excellent knowledge and skills in Word, Excel, PowerPoint
  • Strong understanding of all PC based systems e.g. Microsoft Office, SAP
  • Overseeing and monitoring daily activity within a unit
  • Conducting training on systems and specialized applications
  • Coordinating workflow activity in a unit and providing guidance, feedback and supervision to less experienced or designated customer service reps
  • Participating and overseeing audits within unit
  • Ensuring that control procedures are followed to mitigate financial or compliance risks
  • Communicates and seeks counsel with appropriate individuals on questionable or unprecedented issues
  • Works under minimum direction and assists to plan and organize work within the team. Communicates and seeks counsel with appropriate individuals on questionable or unprecedented issues to managers
  • FINRA Series 7 and 63 licenses required; Series 24 preferred
  • Previous successful customer service, or call center experience required, preferably in a Brokerage Customer Service environment
  • Demonstrated exceptional problem solving skills
  • Excellent communication and strong customer service focus
  • Ability to communicate effectively with peers, support services, and other units
  • Strong computer skills - Microsoft Word/Excel
  • Technologically proficient with the ability to coordinate multiple projects
  • Effective written and oral communication with good analytical skills required
  • Bachelor degree or equivalent; demonstrated experience in the related industry
  • Bilingual skills (English/Spanish) preferred

Customer Service Team Leader Internal Candidates Resume Examples & Samples

  • Lead, develop, and motivate a team of 15-20 customer service representatives
  • Provide behavioral based coaching and feedback in order to drive performance, as well as to promote continued growth and career development
  • Monitor, analyze, and evaluate individual and team performance in relation to customer service and business goals
  • Conduct disciplinary action as needed, including but not limited to informal and formal write ups and corrective action plans to improve performance
  • Manage daily contacts in a multi-channel in and outbound contact center, focusing on meeting performance metrics and exceeding customer expectations
  • Ensure employee adherence to company values, quality and PCI requirements, accuracy, schedule, and other expectations in a fast-paced, market specific contact center
  • Support the interviewing, hiring, and training of customer service employees based on business need
  • Assist customers by responding to incoming calls, emails, & chats promptly and answering questions regarding a variety of service issues including but not limited to ordering, quality, delivery, billing, etc
  • Build and maintain business relationships and open lines of communications with our partners in Workforce Management, Training, QA, and other internal support teams
  • People management for the team. Selection of team members, ensure appropriate skills, training, language and personal qualities within the team
  • Ownership of team metrics. Regular review of key performance indicators, identification of required remedial actions. Follow-up on commitments to ensure their completion
  • Acting as level two escalation point for major customer concerns, providing professional and expert resolution for selected customers issues, ensuring highest levels of customer satisfaction
  • Supervise operations and ensure flow quotations, order entry and dispute resolution activities meet required service levels, effectiveness and overall efficiencies
  • Drive continuous improvement activities in all areas of responsibility to increase operating performance in the Customer Care team
  • Coach team members to keep them highly motivated to high performance
  • Excellent interpersonal skills when dealing with external and internal customers
  • Experience in challenging customer service environments. Previous leadership track record an advantage
  • Experience as team coordinator or team leader
  • Self-confidence – ability to represent function to customers and peers, upper management
  • Mentor, with ability to develop trust in others
  • Fluent English language knowledge. Strong written and spoken command of at least two European languages
  • Oracle proficient user
  • Call management system: CMS
  • Manage and develop customer service staff providing continuous coaching, feedback, and training
  • Manage entire “Life of a Sale”, emphasizing proactive vs. reactive customer service
  • Assists in coordinating day-to-day activities of customer service representatives
  • Serves as a motivator to assist driving the team towards goals
  • Coordinate job shadowing and cross training of associates within the customer service department bridging gaps when absences may occur
  • Recommends, tests, and implements solutions to process and procedural problems
  • Directly manage “Top” accounts over 100K to effectively maintain and support core accounts service level
  • Manage and review all reports directly related to core functions and life of a sale monthly
  • Continue to perform customer service related duties to maintain a strong background in core functions thus recognizing and circumventing developing issues
  • Conduct staff meetings and/or update meetings in Manager’s absence or when assigned to perform this function
  • Provide feedback to Manager regarding customer service associates day-to-day performance
  • Possesses deep knowledge and understanding of the functions and features of Baker and affiliated vendors’ products and parts
  • Participate in and act as customer service representative in companywide special projects
  • Proven strength displaying Core Leadership Competencies
  • 5+ years’ experience as a Customer Service Representative or exceptional performance. Customer Service Representative II background preferred
  • Proven customer service skills. Ability to handle all situations within authority level. Proven customer and company satisfaction record. Potential and desire to advance to the supervisory level
  • Position requires tactful manner, stable personality, and pleasant telephone manner with an ability to handle pressure and stressful situations
  • High School diploma required, 2-4 year degree strongly preferred. Luxury goods organization experience preferred
  • Organize and manage the daily activities of the CS team ,
  • Review and Improve the CS performance by providing guidance to process customer orders, and schedule agreements to the required Service Level
  • Keeping the CS team and customers fully informed on issues affecting service
  • Ensure that CS team update and maintain all key customer information within SAP and other supporting systems
  • Ensure that all customer queries and complaints have been logged and resolved by CS administrators in compliance with processes and procedures
  • Liaise with Freight Forwarders to ensure prompt delivery of ordered items and to resolve any customer complaints regarding late deliveries and damage to goods
  • Liaise and Support CS Manager in tasks required from time to time, specifically in the drive to have consistency where appropriate in the Customer Service Function
  • Participate in the Continuous Improvement Programme (PPI), contributing to the development and implementation of improvement initiatives within the department and identify process improvements
  • Minimum of two years of financial call center management experience required
  • Must be willing to work in an environment to positively influence results of a phone-based customer service team
  • Advanced proficiency in relationship based leadership, proven time management skills, with computer functions with MS office suite strongly preferred
  • Daily resource organisation and planning, ensuring adequate resource is available for contact volumes on all channels
  • Real-time monitoring of consultant availability, adherence to schedule, and assigned duties in accordance with departmental Service Level Agreements (SLA’s)
  • Analyse and interpret information available on systems and reports to effectively manage and/or delegate both individual and team workload
  • Maintain a specialist understanding and knowledge of all policies and processes to deliver a seamless and consistent customer experience
  • Provide administrative support to consultants and other departments in the completion of departmental processes and procedures
  • Excellent ability to solve customer service issues through front line agent management and demonstrate passion for delivering a positive customer experience
  • Developing and achieving team performance goals and objectives in order to achieve customer promise expectations while ensuring accuracy and quality
  • Lead and develop a team of up to 35 direct report associates. Responsible for the overall direction, coordination and evaluation of the team. Expected to be a subject matter expert for their teams
  • Carry out supervisory responsibilities in accordance with Amazon policies and procedures. Additional responsibilities will include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees up to termination; resolving conflicts
  • Previous work experience which emphasizes strong communication and leadership skills
  • Must be willing to work a flexible schedule; between the hours of 6AM - 12AM EST and rotating weekends
  • Must be willing to relocate to Lexington, Kentucky (greater area)
  • Two year degree
  • Absolute passion for ensuring a great customer experience with every contact
  • Experience leading teams, and motivating and driving an engaging environment
  • Demonstrated mastery of tools including Windows 7, Microsoft Outlook, Firefox, Internet Explorer, website, competitor websites, Internet search engines
  • Knowledge of Six Sigma/Lean Processes
  • Demonstrated effective communication, composure, and professional attitude
  • Ability and desire to relocate to take advantage of future growth opportunities
  • Must be flexible in shift assignments and work areas, including nights and weekend
  • BA/BS degree or higher or 2+ years Amazon work experience
  • 2 years previous experience supervising a team in a customer service or production environment
  • Ability to function in an ambiguous, fast paced work environment
  • Compose grammatically correct, concise and accurate written communication
  • Demonstration of Amazon Leadership Principles in current role
  • Leading by example, continuously and consistently to motivate and lead a customer service team
  • Deliver a ‘high performance’ training program for the Customer Service team
  • Commitment to continuously improve processes and initiatives
  • Ensure order hold accuracy is maintained when various requests are received from Sales, Category Management & Operations to alter orders
  • SAP implementation of transactions and processes; perform testing, collaboration with all key stakeholders to ensure successful implementation. Ensure that all testing is completed against business timelines for SAP
  • Creation of price change forms and pricing submissions to head office groups
  • Management of the team to ensure creation of contracts and pre-orders in line with business pre-order timelines
  • Management of the pre-order process for all accounts to ensure orders are maintained accordingly
  • Drive pro-active management of order books, ensuring integrity of orders and maximizing sales, conversion opportunities and on time deliveries in full
  • Drive against specific KPI’s to improve standards, service and financial results, following through on improvement opportunities wherever possible
  • Challenge working practices and provide creative solutions
  • On- going coaching of team members to further develop and support a high performing team
  • A demonstrated commitment and passion towards your team and the adidas group brands
  • An interest in Golf
  • Experience in some form of golf retail / operations is preferred
  • Manage, coordinate and direct the daily operations of a unit of fifteen to twenty non-exempt staff members while maintaining overall team productivity to meet department goals
  • Delegate various tasks and responsibilities and set workflow priorities to staff members
  • Introduce new procedures and coach on existing procedures and track and coach individual team members in their performance
  • Monitor daily productivity, business and quality review of input and coach and develop employees to achieve higher results
  • Process exception items and resolve complex issues while reviewing and recommending system modifications
  • Recommend human resource actions- including hiring, terminations, salary actions and promotions
  • Coordinate with management and other supervisors to resolve complex customer and employee issues
  • Interact with customers, Dealers and company employees outside your immediate work area
  • Selected candidate must be available for the following hours: Monday-Friday 7:30AM to 11PM, Saturday 8AM to 8PM or Sunday 8AM to 8:30PM*
  • Fluent in speaking and reading Spanish preferred

Mortgage Banking Customer Service Team Leader Resume Examples & Samples

  • Manage a team of up to 15 non exempt call center specialists
  • Be available to affect the entirety of the team’s operations
  • Motivate and encourage specialists through positive communication and
  • Minimum three years related management experience or specialized education required
  • Minimum one year of Call Center experience preferred
  • Excellent communication and interpersonal skills
  • Advanced proficiency level in a Microsoft Office environment
  • Ability to follow complex methods and procedures in the performance of diverse routine and non-routine tasks
  • Ability to motivate, coach and develop staff for performance improvement
  • Minimum of two years management experience strongly preferred
  • Advanced proficiency with computer functions with MS office suite strongly preferred
  • High School Diploma or equivalent required, Bachelor’s Degree preferred
  • Previous experience working within a similar contact centre based Team Leader position
  • Knowledge of TV Licensing policies and procedures would be helpful
  • The ability to lead, motivate and develop team members
  • Excellent coaching skills
  • Strong interpersonal skills, including the ability to persuade and influence
  • Results oriented, with the ability to understand and interpret statistical information
  • Excellent communication and listening skills
  • Ability to solve problems and make effective decisions
  • Experience of managing a team of professionals and operating effectively as part of a team
  • The ability to work in a fast paced environment and be self-driven, with a genuine passion to see people grow and achieve
  • A proven track record of over-achievement in anything you take on, and you enjoy improving systems and processes and exceeding expectations
  • Drive customer loyalty through increased productivity, improved value and through a high performance culture
  • Drive effective control of support costs
  • Develop strong customer relationships, team with Field Sales Management, implement synergy sales initiatives, drive process improvements, utilize web/electronic self-service technology, and create a high performance culture within the support team
  • This assignment provides great visibility and opportunity for future growth opportunities which is a significant consideration in the selection process
  • Required Education: HS Degree or GED
  • Preferred Education: Bachelor's Degree Required
  • Experience: 1 Year related experience
  • Preferred Experience: 2+ Years related experience and 1 year experience within the LN Call center
  • Required: Customer Service experience; inbound or outbound call center experience
  • Preferred: Knowledge of call center automation
  • Required Specific Skills: Excellent communication skills, both written and verbal
  • Demonstrated success in customer service
  • PC skills with Windows based programming
  • Working Conditions: The office is open 24x7 and the hours rotate on a semi-annual basis
  • To ensure resources and workflow plans are in place
  • To supervise the quality of their teams work and adhere to given standards and contribute to reporting on KPI’s and Service Levels
  • To ensure all members of the team are fully trained in all aspects of their work and to identify training and development needs in discussion with their team leader
  • To be proactive in reviewing working practices and working with the operations manager to plan and implement new processes, for example when legislation or guidelines are updated
  • To uphold organisational policies and principles on the promotion of equality
  • To support the creation of an inclusive working environment where diversity is valued, everyone can contribute, and everyday action ensure we meet our duty to uphold and promote equality
  • To manage a team, this may include appraisals, initial stages of grievance and involvement in recruitment
  • Participate in the recruitment process of support staff
  • Strong leadership and motivational skills
  • Managing a team in a Contact Centre environment
  • Excellent organisational, prioritisation and communication skills
  • Strong I.T. and written English language skills
  • Ability to multi-task and organise workload efficiently
  • Willingness to assume responsibilities and take ownership of tasks
  • Ability to handle complex queries on own initiative
  • Develop and improve relationship with external and internal customers
  • Responsible to poetize the daily tasks and support the team
  • Order receipt, order registration, Credit note registration, backorder recording, time of delivery feedback
  • Service Complaints. report and follow up
  • Regulatory Action, report and follow up
  • Forward relevant information to Sales Force
  • Kit / Loaners: Request, check availability, approved/denied
  • Check that list prices and discounts are within agreed limits, inform Customer Service Manager of irregularities in pricing
  • To participate in special sales activities
  • Close contact to Product Manager, for a product. Inform Customer Service of new product, focus area and product campaign
  • Filing of invoices, consignment agreements, stocktaking reports, etc
  • Receiving and controlling product and pricing information on tenders
  • Contact with finance and customers regarding reminders. Approval of invoices
  • Ordering/registration/filing of custom made products
  • Implement continuous improvement to ensure efficient operation and make sure agreed Service to Customers are kept
  • Take ownership and participate in projects to further improve the European Stryker Customer Logistics function, resulting in increasing customer satisfaction, increasing efficiency, lower costs and optimized inventory levels
  • Together with logistics make sure the most cost efficient transport solutions are used
  • Ensure data accuracy in business system
  • Minimum 5 years within customer service
  • Have good IT experience preferably with change management
  • Preferred practical knowledge of continuous improvement concepts
  • ISO 9001/2000
  • To lead a team of Customer Facing (CF) and/or Customer Service Support (CSS) Customer Service Representatives (CSR) who support inbound and outbound customer contacts. Understanding the relevant procedures and processes for the relevant Businesses, as well as the internal BSC processes. Managing a team of Customer Service Representatives Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system. Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes. Deliver Customer Service and Order to Cash processes by managing workflow, ensuring adequate holiday training & sickness cover. Proactively develop the skills, competencies and knowledge of Customer Service team members Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans. Conduct half yearly and annual appraisals with direct reports. Organise monthly team meetings with direct reports. Provide first level escalation for any issues raised by the team. Ensure all processes are compliant with current ISO 9000 accreditation & assist in preparation for future accreditation. Ensure processes are embedded & adhered to consistently throughout the team. Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements Work closely with other team leaders within the Business to ensure that overall operational objectives are met, ideas shared and lessons learnt Develop a team environment that supports continuous improvements & promotes the Business culture. Develop and maintain sound working relationships with key stakeholders, customers and external service providers Develop and control processes and procedures to the Business standards Ensure that all activities meet with the Business HSSE requirements. Monitor Team SOX compliance. Support transition to the eBSC (system testing, documentation, new recruits training and any transfer related activities as requested by the CSD or eBSC project manager
  • Demonstrated ability to coach colleagues Ability to work independently Develop and command respect for professional excellence Foster Effective Teamwork and Collaboration Understanding Customers – understand customers’ current needs; efficient high quality response; build customer relationships; monitor progress; effective negotiator Personal Effectiveness – effective communicator; time management; listening and facilitation Takes responsibility for quick handling of customer-service-problems in a friendly and non-defensive manner Problem Solving – identify, analyse and solve problems; utilise, adapt and develop resources Provides friendly and positive service Good team player Good IT skills
  • Requirement to work some public holidays Availability to work outside of standard business hours during peak periods
  • Act as an information source for CSRs questions pertaining to process, policy and work schedules
  • Closely coordinate with other Leads and Management pertaining to support service levels and customer experience, and take appropriate actions to correct when needed
  • Work in queues a minimum of 25%-50% of work day to maintain subject matter expertise and support service level goals
  • Compile/send weekly status and other required reports as directed by manager
  • Carry out performance measurement (Quality Audits), CSAT scores/feedback, general monitoring, and evaluation of all agents and operators to improve the team's efficiency
  • Provide feedback to CSRs in 1:1 once per month
  • Coordinate training for new hires and existing staff; participate in the delivery of training
  • Proactively communicate with the CS Manager regarding workflow, staffing issues/performance, and customer experience items
  • Lead must be available to cover all hours of business operation and coordinate with other leads as point of contact to insure continuous and full support
  • 2+ Years of customer service experience
  • 1-2 years experience in contact centers preferred
  • Ideal candidates will also have experience in a web-delivered business environment
  • Industry pluses: classified listings websites, travel websites, online advertising, or B2C websites
  • Experience with business support software applications such as MS Office (Word, PowerPoint, Excel, Visio, etc.) required
  • Working knowledge of photo editing software such as Photoshop or Fireworks a huge plus
  • Bachelor's degree preferred, but will accept equivalent experience in field
  • Assign team members to tasks according to workload and skills
  • Provide process improvement guidance / changes for review by leadership
  • Identifying deficiencies (tools, metrics and reports) and recommending solutions
  • Special projects as requested by the management team
  • Accurate and efficient with very good organizational skills and ability to manage tasks simultaneously
  • Adaptable to learn new processes, concepts, and skills
  • Demonstrates the ability to work as part of a team adding positive attitude and business focus
  • Ability to motivate teams and maintain teams’ business focus
  • Microsoft Office skills
  • Written and spoken ability to communicate in English

Customer Service Team Leader VIC Resume Examples & Samples

  • Dealing with escalated customer enquiries and providing effective resolution to ensure customers are receive the highest level of service possible
  • Drive quality and compliance requirements to ensure our standards of service are upheld
  • Lead by example by assisting the team with overflow calls and processing and managing customer orders in SAP
  • Effective management of team performance reports
  • Passion for helping customers and delivering the best service possible
  • Assertive and confident manner in managing challenging stakeholder expectations – internal & external
  • Experience with ERPs and CRMs would be important, preferably SAP and Salesforce

Customer Service Team Leader WA Resume Examples & Samples

  • Daily management and development of Customer Service Team through the identification of training and induction needs, resourcing and rostering
  • Providing feedback & guidance for team members on their development
  • Approving credits where possible or ensuring the team have the appropriate approvals received for any exceeding the companies terms and conditions
  • Sophisticated team management skills for a team with various levels of expertise (recruiting, mentoring and developing)
  • Dedication to process improvement and efficiency
  • Experience in leading significant change initiatives and capable of challenging the status quo to do things differently
  • Ability to balance competing priorities and workload effectively
  • Primary point of contact responsible for tactical matters, such as operational activities, customer prioritization towards GBU’s
  • Maintains regular performance reviews with team members based on the predefined objectives and performance agreements
  • Ensures process requirements are compliant with Audit, SOX and other regulations
  • Develop, recommend and manage Order to Cash policies and procedures
  • Monitor the status of quality systems and client satisfaction, providing periodic reports and status updates on the overall performance to senior management
  • Define and develop key performance indicators (KPIs) to track and measure overall performance in collaboration with GBU’s and for the own department
  • Bachelor’s or Master’s degree in logistics, business/ economics area or related field. Supply Chain or Logistics experience is a plus. Additional Korean/Japanese language skill is a plus
  • Strong Leadership and change management experience
  • Strong business acumen to effectively manage/reduce costs and drive productivity
  • Strong Customer Focus to meet the expectations and requirements of internal and external customers
  • Strategic thinker, addresses partner and customer needs
  • Excellent written and verbal communication skills to be able to deal with different Management levels
  • Excellent change-management skills
  • Excellent team builder and talent developer
  • Ability to participate in cross-functional, team-oriented environment
  • Ability to interact with multiple levels of leadership internally and externally
  • Ability to present ideas and information in a clear, concise, and organized manner
  • Listens to others to respond effectively to ideas and questions
  • Acquisition and integration experience a plus
  • Familiar with quality systems preferred, including but not limited to management responsibility, resource management, analysis and improvement processes
  • Expert User of Microsoft Office tools
  • Understanding the relevant procedures and processes for the relevant Businesses, as well as the internal BSC processes
  • Managing a team of Customer Service Representatives
  • Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system
  • Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes
  • Deliver Customer Service and Order to Cash processes by managing workflow
  • Proactively develop the skills, competencies and knowledge of Customer Service team members
  • Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans
  • Provide first level escalation for any issues raised by the team
  • Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
  • Work closely with other team leaders within the Business to ensure that overall operational objectives are met, ideas shared and lessons learnt
  • Develop a team environment that supports continuous improvements & promotes the Business culture
  • Develop and maintain sound working relationships with key stakeholders, customers and external service providers
  • Develop and control processes and procedures to the Business standards
  • Demonstrated ability to coach colleagues
  • Minimum of 12 months previous experience customer service skills in a customer services environment preferred
  • Must demonstrate a strong understanding of customers’ needs / behaviours
  • Strong relationship management skills
  • Strong time management and organisation skills
  • Excellent written/oral communication skills and ability to build effective working relationships
  • Develop and command respect for professional excellence
  • Foster Effective Teamwork and Collaboration
  • Understanding Customers – understand customers’ current needs; efficient high quality response; build customer relationships; monitor progress; effective negotiator
  • Personal Effectiveness – effective communicator; time management; listening and facilitation
  • Problem Solving – identify, analyse and solve problems; utilise, adapt and develop resources
  • Requirement to work some public holidays
  • Availability to work outside of standard business hours during peak periods
  • Coach the Support Centre Team to achieve centre goals, including service levels, ratios, cost per call, incremental selling, productivity and Customer Satisfaction Index (CSI), etc
  • Provide input and recommendations regarding improvements to processes, procedures, and customer service activities
  • Develop and maintain a selling environment through motivational events in the Sales Team
  • Monitor and reinforce a selling environment, including frequent follow-up, utilizing on-line scorecards, team measurements, and identifying training needs
  • Respond to complex customer inquires as referred by Customer Support Centre Associates
  • Evaluate the performance of Customer Support Associates and provide leadership to associates, including responding to associate related issues, conducting performance assessments, identifying performance improvement activities, and providing training for career development
  • Excellent leadership ability, change management and call centre experience, or equivalent knowledge
  • Strong analytical (e.g., trend analysis) and organizational skills
  • Ability to influence without authority (e.g., ability to motivate others)
  • Proficient in Microsoft Office, web-based applications and tools
  • Working knowledge of call center operations
  • High school diploma or GED required (preferred 3 year community college or higher)
  • Fax: 613-391-3010
  • Manage and oversee Contract administration for local customers, GPO, Etc
  • Maintain positive business relations with both internal and external customers
  • Direct Customer Service Team in daily activities including order entry, credits and disputes, purchase order processing
  • Research and Identify product traceability issues with regard to order processing
  • Develop daily, weekly & Monthly reports related to CS operations and sales performance
  • Work closely with sales leadership to promote organizational synergy
  • Create a sustained policies and schedule for PTO requests
  • Adhere to all internal Stryker policies and standards with regard to revenue recognition
  • Observe FDA guidelines with regard to product lifecycle management
  • Promote organizational values by adhering to quality policies and utilizing best business practices
  • Engage customer service team with team building activities and organization events
  • Proactively develop the skills, competencies and knowledge of team members
  • Carry out regular one to ones with all direct reports for performance & career management purposes
  • Conduct half yearly and annual appraisals with direct reports
  • Organize monthly team meetings with direct reports
  • Develop a team environment that supports continuous improvements & promotes Eaton’s goals and philosophy
  • Be in charge of the order entry process including, EDI etc.; Follow up on customer interactions; manage the back orders requests
  • Ensure timely resolution of Service Requests and activities within the Customer Relationship Management system. Proactively seek to minimize or eliminate by addressing root causes in terms of either processes or behavioral changes
  • Deliver Customer Service processes by managing workflow, ensuring adequate holiday training & sickness cover
  • Ensure processes are embedded & adhered to consistently throughout the team
  • Run and analyze the identified Customer Service reports e.g. customer service management reports, monthly management reports and team performance
  • Work closely with other team leaders within the organization to ensure that overall operational objectives are met, ideas shared and lessons learnt
  • Develop and control processes and procedures to the Eaton standards
  • Ensure that all activities meet with Eaton’s HSS requirements
  • Accurate and timely entry of orders onto the order management system
  • Liaising with Customers to confirm orders, gather additional information as necessary and keep them informed of progress
  • Checking progress, lead-time and quantity for each order
  • Liaising with planning/purchasing to ensure customer orders are prioritised and progressed appropriately and service levels are met
  • Ensuring clear and correct despatch instructions, i.e. terms of delivery, forwarder details, are provided to the despatch team
  • Proactively informing customers of order/shipment discrepancies and providing the intended resolution plan
  • Liaising closely with the relevant Territory Manager and Internal Sales Representative for the Country/Region to help deliver sales objectives and address the needs of customers
  • Running and monitoring back order reports for designated customer base (daily or weekly depending on the area)
  • Proactively supporting TM with specific campaigns, this may include contacting existing customer base with special promotions
  • Dealing promptly and effectively with customer requests and queries, including invoice queries, to meet required time-scales
  • Liaising with Credit Control/Finance to resolve all invoice queries
  • Liaising with external service providers such as courier services and forwarding agents to resolve delivery queries
  • Building close relationships with all internal and external contacts to constantly improve information flow and the order process
  • Maintaining accurate and up to date customer records and price lists in the systems
  • Collating information and producing reports as required
  • Working with other members of the Sales, Marketing and Operations teams, to identify issues, propose solutions and take part in projects to contribute to operational and sales efficiency
  • Promoting a co-ordinated approach within the Customer Services team and providing cover for other team members in their absence
  • Managing Customer Service team on day to day issues and leading MDIs
  • Managing team performance, training and workload
  • Follow employment policies, such as Absence Management, Discipline and Grievance
  • Report writing, setting objectives and conducting team’s GPS
  • Leading continuous improvement initiatives and working to improve credits, queries and targets
  • Ongoing development of the Team unit
  • Manage the day to day activities of the Team, ensuring all Customer and Company requirements and daily activities are met and fulfilled
  • Ongoing maintenance of Customer records on all applicable systems
  • On-going training and development of Customer Services Executives
  • Ensure a positive working relationship with the Customers, other Teams within Customer Services and other departments within the business including, but not restricted to Sales and Business Development
  • Develop and implement continuous improvement plans
  • Management and daily monitoring of processes to support the Head of Sales in ensuring correct processes are being followed
  • Provide key input with the UK MD as required
  • Plan and manage the activities of the team to meet and achieve the targets set
  • Be responsible for developing regular performance review and appraisal programmes to set KPI’s
  • Telemarketing and telesales responsibility to include qualification of opportunities and appointment making working with the Marketing Manager
  • 0 = none; 1 = basic; 2= experienced; 3 = advanced; 4 = expert
  • Lead, manage and supervise the day-to-day operations of a team of 15-18 customer service representatives
  • Act as a point of escalation for difficult customer situations
  • Monitor the performance of team members
  • Establish schedules for team members
  • Conduct weekly one on ones and biweekly staff meeting as well as on the spot coaching / feedback
  • Monitor calls and work closely with the QA teams to closely manage ongoing professional and personal development of operations team members
  • Create and maintain an environment with intense focus on customer/client satisfaction and professional customer support balanced with consistent achievement of standard business objectives
  • Provides hands on assistance to team members while serving as an escalation point for the operation’s customer issues and complaints
  • Offers guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business
  • Recommends improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
  • Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate as well as addressing performance and behavioral issues as they arise
  • Trains, provides direction, and enforces policies and standards to help the staff achieve departmental goals and objectives
  • Two plus years sales or service experience
  • Strong understanding of customer service experience
  • Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment
  • Associates or Bachelor’s degree or equivalent military experience
  • Customer service management experience
  • Lead a team of Customer Service
  • Manage the growth of the service and resource
  • Proactively develop the capability of the team
  • Bachelor’s degree from an accredited university or college,
  • Minimum 5 years of experience in Service Management, ERP
  • Sourcing operations experience (supplier record management
  • Leadership skills to facilitate meetings, create executive
  • Manage team work flow by distributing duties and updating responsibilities when needed
  • Assist supervisor with coaching, training, account maintenance, and follow ups
  • Conduct call monitors as needed for each customer service representative
  • Answer questions related to processes
  • Initiate ways to improve team moral in a call center environment
  • Assist supervisor in coaching and employee development as it relates to the representatives job duties
  • Answer inbound phone calls from internal and external clients
  • Fluent in English to native level, additional language skills is desirable but not essential
  • Excellent written and verbal communication skills are vital
  • Knowledge and a keen interest of both sports and entertainment programing
  • Proven experience as call center supervisor or similar supervisory position
  • Minimum of 2 years proven customer support and computer helpdesk experience is essential
  • Call Center experience is essential with previous experience managing diverse and vibrant teams
  • Outstanding team player with the ability to connect and build a rapport with team members from other departments to drive issue resolution
  • Can simplify complex terms or mechanisms in order for customers to understand
  • Problem determination and analytical skills are critical to success
  • Willing to work a variety of different shifts across a given week. This may include afternoons, evenings, weekends and holidays
  • Good time management skills
  • Bachelor’s degree preferred but not required
  • Analyse and interpret data from ticketing system, CRM, call logging software and customer satisfaction surveys
  • Solid organisational skills, sets priorities, establishes objectives/milestones, schedules activities effectively, and attends meetings prepared and ready to discuss open issues
  • A minimum of 2-year administrative and 1-year management experience, preferably within Regus
  • Excellent customer service skills including clear communication, fast responses, quick thinking
  • Highly competent in objection handling
  • Team builder. Recognises the importance of the team
  • Familiarity with basic accounting principles and practices
  • Knowledge of CRM system an advantage
  • Willingness to go beyond the job description to meet business goals
  • Delivers budgeted store sales profits (P&L); controls shrink, expenses and labor
  • Analyzes and measures department business trends; develops and implements plans to maximize operations/customer experience while meeting or exceeding goals/objectives. (e.g. cash handling, check-stand utilization, speed standards, opening/closing procedures.)
  • Plans, organizes, directs and controls all front end activities and operations
  • Discusses weekly/period store sales, labor projections, customer satisfaction, cashier speed and safety metrics with department team
  • Proactively plans to ensure customer assistance and other service needs throughout the store are handled in an appropriate manner
  • Understands and oversees compliance with all applicable regulatory requirements, state and federal laws, company policies and procedures
  • Implements company/store initiatives. Creates a Customer-Centric culture by recruiting, selecting and training team members who are passionate about food, serving and connecting with others
  • Role models best practices and performance standards consistently (e.g. works all front-end positions as needed)
  • Engages team members by bringing The Raley’s Way to life through inspiration and communication to include department goals, objectives, policies and procedures
  • Establishes a high-performing team through effective department scheduling, efficient task assignment, recognition, fun, performance management and accountability. This includes feedback, documentation and performance evaluations
  • Empowers team members to provide a memorable customer experience through helpful knowledge, friendly service and a caring approach; monitors and coaches team’s performance through reporting and customer feedback
  • Identifies and develops department team members to leadership positions
  • Recognizes and seeks opportunities for continuous learning to gain understandings, front end skills and knowledge
  • Maintains knowledge of current company policies and procedures to include front-end best practices and standards
  • 1 year or more of retail experience
  • Exceptional leadership skills; excellent interpersonal and communication skills
  • Ability to successfully delegate and develop store team members
  • Strong merchandising skills; demonstrated ability to merchandise to the demographics of the store
  • Ability to champion new ideas and initiatives
  • Ability to understand and assess the P&L and other store reports
  • Strong financial planning skills with a focus on longterm strategy
  • Ability to operate a basic office equipment and related software including a personal computer, copier, fax, and telephone
  • Demonstrated abilities in problem solving and conflict resolution

IT Customer Service Team Leader Resume Examples & Samples

  • Day-to-day leadership of your team, supervising workload and performance, monitoring call traffic and allocating tasks as appropriate
  • Managing the team in relation to KPI’s and SLA’s
  • Coaching and mentoring team members to encourage personal development and career progression, identifying and addressing knowledge gaps and up-skilling where necessary to ensure the highest levels of service and quality
  • HR related duties to include approving and recording of absence / lateness / sickness / holidays; dealing with new starters; completing probationary and performance reviews
  • Acting as a point of escalation for internal and external customer escalated issues within the team
  • Working closely with the other department and business partners to ensure consistency and process delivery is achieved as effectively as possible
  • Participation in several IT and Business related projects
  • End-to-end process coordination and optimalization
  • Higher education (university or college)
  • 2 - 3 years of relevant experience (Team Leader, Team Manager, Team Coordinator)
  • General hardware and software knowledge, IT system, tool and application knowledge
  • The ability to multi-task, organise and prioritise workload effectively to meet the demands of the business and delight the customers
  • Ability to demonstrate excellent interpersonal skills, to inspire, motivate and lead a team
  • Customer oriented approach is a must
  • Understanding of continuous improvement methods, ITIL v3 Foundation certificate or knowledge
  • Advanced English knowledge (at least upper-intermediate)
  • Good problem identification and problem solving skills
  • The ability to deal effectively with customer complaints, acting as an escalation point
  • Good team member

Customer Service Team Leader, NZ & Specialist Resume Examples & Samples

  • To lead the team ensuring consistent delivery of customer service excellence for the ANZ Lubricants business within nominated KPI measures whilst adhering to policy and procedures
  • Build and maintain relationships with key business stakeholders by identifying opportunities for continual process improvement
  • Identify issues affecting the team, escalate as appropriate and assist with the implementation of long term solutions
  • Direct leadership accountabilities: Ensure staff have up to date My Plans, & performance reviews as per company schedule including 70:20:10 development plans aligned to their My Profile
  • Regular 1:1; Team meetings/communications; management of performance, aligned to the delivery of key performance indicators, and quality customer service
  • Ensure there is compliance and adherence to GBS/BP HSSE policies
  • Define & implement continuous improvement for team core activities including relationships, accurate and timely order management & query turnaround time in accordance with current KPI measures
  • Develop opportunities in conjunction of Team Coach to improve knowledge & performance, through training, process improvements and shared learning's to challenge and enhance existing standards
  • Monitor key performance metrics and indicators to ensure delivery of customer service excellence
  • EDI & e Nabler order management through cost effective transactions
  • Including queries and system outages
  • At least 3 - 5 years experience in a leadership role
  • Business awareness and commercial judgement including strong relationship management & communications skills
  • Self motivated ,excellent organisational/time management skills
  • Understanding of continuous improvement methodologies and strong problem solving skills
  • Demonstrated focus on HSSE requirements
  • Experience in stakeholder management & influencing outcomes
  • Experience in coaching and leading a team
  • Advanced IT skills, MS office, Databases, JDE & Siebel knowledge desirable
  • Supervision of the order fulfillment management process including order entry, customer attention and order tracking
  • Manage performance of the CS team members, including coordinating hiring processes and executing effective performance reviews
  • Promote the profitable anticipation and satisfaction of customer needs working close to the CS team members and commercial team
  • Coach CS team members to advance our Company Culture as well as to be connected to the CS team Mission of continuous improvement of service level to customers and to advance in productivity gain and talent management
  • Responsible to measure KPIs and to apply gained knowledge to lead profitable actions to improve service and order fulfillment process efficiency
  • Monitor the system to identify Delivery creation failures. Determine root cause and correct or refer to user who can troubleshoot/resolve issue
  • Manage the resolution of product availability issues including: execution of product allocation including set-up and maintenance of allocation in the system, frame the alternatives and ensure timely decisions at the required DOA to resolve availability issues, communicate decisions and ensure execution across the supply chain (Supply Chain, Customer Service and Logistics)
  • Manage a portfolio of key customer accounts and be responsible for order fulfilment from receipt of purchase orders to billing processing on an excellent manner such that sales orders are entered in CRM, shipments processed and proper paperwork is released in a timely and accurate manner so that customer needs are met
  • Manage customer accounts within CRM; requesting new accounts to be established through INVISTA Credit and review/update existing accounts with new ship to locations, new contact person, extensions to other INVISTA entities, address changes upon commercial and/or customer requests and manage customer returns, debits, credits, etc
  • Resolve customer issues as lead investigator for assigned order fulfillment complaints which could include initial review of documentation discrepancies or shipping issues and engage additional resources as needed to resolve
  • Interface with supply chain planners and logistic team to help minimize costs associations with product transitions and/or movement through key issues
  • Develop assigned customer accounts by working closely with the commercial team to ensure frequent, accurate and effective communication
  • Understand and maintain customer interactions and inquiries in CRM keeping all the customer knowledge within the system
  • Support and partner with field sales and technical service personnel in their efforts to sell strategic offerings and maximize account penetration by identifying sales
  • Bachelor's Degree in Business, Supply Chain, or a closely related discipline from an accredited college / university
  • Minimum of 5 years of customer service or business experience
  • Minimum of 1 year of supervisory experience
  • Minimum of 1 year of experience using pivot tables in Excel
  • Experience with SAP SD module and / or SAP CRM or similar ERP
  • Bachelor's Degree in Business or Supply Chain
  • Customer service or business
  • Manage reporting of weekly Tracking Reports including: X-Date, Cross sell and Account Renewal Review activity of service staff reporting to the regional VP. Also monitor activities in AMS360 for quality control utilizing Calabrio. Monitoring and gauge utilization of ProTrac
  • Analyzing data from Allegiance software after PL Retail surveys are concluded. Responsible for outbound contact of detractors for Allegiance/NPS Surveys and follow through update in AMS
  • Manages Book Roll projects and associated client communications and administrative tasks. Responsible for participating in special projects as requested by management, which may include, but is not limited to, carrier projects and assisting with strategic planning
  • Provide Flood coverage sales and customer service support through agency Flood Unit. Handle all walk in clients for policy sales and service requests when ISS or R & R team member are unavailable
  • Performs Upsell and Cross Sell tasks. Conducts Renewal reviews as directed by management to speak with a targeted customer base determined by a set number or risk level
  • First level support of personal lines clients needing management assistance. Remarket and Rewrite requests as well as pro-active R & R for MPIUA and Non-Renewal carrier requests. Non-Renewal Remarket and rewrite requests
  • Manage attendance of service staff reporting to Regional Assistant VP. Float to offices within region as requested by VP to ensure staffing levels
  • High School diploma required
  • 10+ years insurance agency experience is required / 7+ years’ experience at EIG
  • MA Property and Casualty Brokers License is required
  • Knowledge of AMS360 or other agency systems required
  • Strong knowledge of personal lines products offered through the agency within the state of Massachusetts as well as associated laws and requirements of government agencies
  • Excellent computer knowledge and proficiency with Microsoft Office products such as Outlook, Excel and Word are required

Home Energy Customer Service Team Leader Resume Examples & Samples

  • Provide excellent customer service through the delivery of easy to use accessible services and ensure quality outcomes for customers
  • Support the delivery of an effective and efficient operational service
  • Ensure adherence to key metrics linked to maximising productivity, improved quality and KPIs
  • To implement an effective and robust performance management framework to improve quality and productivity; driving performance through achieving targets and personal achievements
  • Act as a point of escalation for Advisors to manage more complex enquiries
  • Provide clear effective leadership to inspire, motivate and empower team members to deliver excellent customer service
  • Assist in the recruitment, training and ongoing development of team members
  • Identify skill requirements to fulfil key tasks and ensure team members are able to manage enquiries across all customer contact channels to maximise productivity
  • Facilitate regular communications and embed team working through team meetings and engagement activities
  • Measure and manage adherence against key metrics, KPIs and associated outcomes at an individual and team level
  • Ensure effective performance management and development of team, undertaking formal meetings via the ENGIE performance management and disciplinary process where required
  • Understand and utilise statistical information to: identify trends, manage individual performance, ensure productivity, identify cost reductions and prevent failure demand
  • Manage escalated enquiries, complaints and feedbacks ensuring these are resolved at first point of contact, where possible, or escalates through agreed processes
  • Maintaining personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant manager
  • Support and deputise for the Operations Manager when required
  • Act in accordance with ENGIE’s Safety, Health & Equal Opportunities (SHEQ) policies and ensure compliance with all ENGIE policies and procedures
  • Working closely with the operations manager contributes to budgetary management of the service and ensure administrative processes are undertaken
  • Able to develop positive relationships with a range of people including key stakeholders, customers and clients
  • Liaise with internal and external customers to maintain positive relationships, identify areas for improvement and share feedback
  • Contributes to the delivery of excellent customer experience
  • Contributes to the efficient delivery of services
  • Contributes to growth opportunities and acts as an ambassador for Customer Service across the business
  • Good general education with a minimum of 4 GCSE at grade C or above including Maths and English, or the equivalent, and/or relevant experience
  • Evidence of continual professional development
  • Good literacy, numeracy and ICT skills
  • Possesses a recognised Customer Service qualification e.g. NVQ or ICS
  • Possesses a Coaching or Management qualification
  • Leading a team of Customer Service Representatives, working in a fast paced, target driven environment; developing and motivating the team to deliver excellent customer service whilst achieving the departmental targets and KPI's
  • Manage the team’s workflow to include incoming and outgoing calls, emails and social media responses
  • Create an environment of high performing professionals – to coach, develop and motivate individuals and the team to achieve the highest standards
  • To evaluate and highlight any potential areas of improvement and apply preventative planning to resolve
  • Motivate and energise the team
  • Provide feedback to the team following call observations to ensure developmental plans for representatives are implemented
  • Assure ongoing compliance with quality and industry regulatory requirements
  • Comply with all company policies and procedures
  • Carry out any other duties as reasonably required by the management
  • Education – A minimum of an Associates (AA/AS) degree in a technical or related field or equivalent work experience
  • Experience – A minimum of 4 years in Branch or Operations Management, inside/outside sales, plus a thorough knowledge of the distribution industry and KIT products
  • A minimum of 2 years of demonstrated leadership abilities, training and supervisory experience required
  • Prior Collections experience preferred
  • Knowledge of legal processes related to litigation
  • Prior experience managing teams is preferred
  • Ability to coach and provide meaningful feedback to employees
  • Understanding of regulatory/legal landscape related to collections litigation
  • Ability to work with audit, compliance and regulatory constituencies to manage work in accordance with established procedures and relevant regulations and laws
  • High School diploma and a minimum of one year customer service at Pactiv
  • BA/BS degree preferred
  • SAP experience required
  • Demonstrated ability to train and manage a team
  • Experience with managing customer service projects
  • Exhibits leadership qualities, including the ability to lead, motivate, and mentor others
  • To lead the Customer Service team ensuring consistent delivery of customer service excellence for the ANZ Lubricants business within nominated KPI measures and adherence to policy and procedures
  • Proactively build and maintain relationships with key business stakeholders by identifying opportunities for continual process improvement
  • Lead and live our values and behaviours ,ensuring identification of issues affecting the team, escalate as appropriate and assist with the implementation of long term solutions to minimise customer impact
  • Direct leadership accountabilities; Ensure staff have up to date My Plans, conduct performance reviews as per company schedule including 70:20:10 development plans aligned to their My Profile or role requirements
  • Regular 1:1 discussions & Team meetings which include communication & management of performance , values and behaviour aligned to the delivery of key performance indicators and quality customer service
  • Define & implement continuous improvement for team activities including relationships, accurate and timely order management & query turnaround time in accordance with current KPI measures
  • Ensure timely and effective business & customer communications
  • Develop opportunities in conjunction of Team Coach to improve knowledge & performance, through training, process improvements and shared learnings to challenge and enhance existing standards
  • Ensure the Team Coach regularly reviews training requirements across the O2F Lubes team and provides quality assurance feedback for inbound customer service calls
  • Foster positive working relationships with teams across GBS ANZ/Asia and Lubes Sales Managers
  • Ensure utilisation of Siebel and adherence to Issue Resolution procedure
  • Provide support to the team during peak periods or absenteeism actioning inbound orders & calls
  • Demonstrated experience in a customer service environment
  • Self motivated,excellent organisational & time management skills
  • Demonstrated capability in problem solving techniques
  • Understanding of continuous improvement methodologies
  • Experience in motivating others
  • JDE & Siebel system experience preferred
  • Support the After Sales Manager & Customer Relations Manager in meeting or exceeding profit and loss objectives through effective and efficient staff scheduling to manage our resources and provide excellent service to our customers
  • Support IKEA’s Customer Promise to make it a living reality throughout the whole store
  • Enhance our employee engagement by supporting the development and coaching of Customer Relations co-workers to ensure they meet the expectations outlined in their Key Tasks
  • Maintain service areas in "shape as new", consistently clean, organized and ensure shopping tools are always available throughout the store to meet IKEA Commercial Review standards
  • Partner with Safety & Loss Prevention to ensure policies, proper procedures, and audits are adhered to as well as inventory control procedures
  • Support the After Sales Manager & Customer Relations Manager to develop cross-trained, empowered co-workers who make decisions to benefit both the customer and store
  • Execute annual action plan for Customer Relations to maintain key figure goals and hourly budgets
  • Contribute as a member of the Services leadership team and lead the Co-workers
  • Assume responsibility for other tasks and projects as they occur
  • You’re an experienced leader and confident decision-maker with a commitment to delivering consistently outstanding customer service for both IKEA’s customers and your fellow co-workers
  • Demonstrate exceptional communication and relationship-building skills
  • Ability to prioritise and organise work and the work of others in order to make the most efficient use of the time available, including planning of staffing needs
  • Attention-to-detail with good analytical and problem-solving skills
  • A passion for sharing your knowledge
  • Retail supervisory experience a must (experience inside IKEA and completion of our internal training programs will be highly regarded)
  • Proficiency with MS Office and using software relating to cash handling and scheduling will also be highly regarded
  • Team Leadership
  • Order to Cash process flow
  • Master Data Administration – item, price, customer, supplier
  • Customer satisfaction
  • Cross functional team relationship management
  • Standard Operational Process compliance
  • Promotion and follow up on CS strategy
  • Participation on improvement initiatives
  • Provides functional customer service, order management and leadership supporting our Commercial channel
  • Supervises a select group of customer service representatives
  • Creates, manages and monitors teams’ daily / weekly metrics on their MDI [managing for daily improvement] board
  • Coaches team on continuous improvement; hosts RIEs [rapid improvement events] where appropriate. Able to develop counter-measures when metrics do not meet intended service levels and use 9 step problem solving experience
  • Interacts with key stakeholders directly; able to facilitate communications and build rapport and trust
  • Review reports from OBI and take appropriate action with the team or on your own
  • Responsible for ensuring all team members are appropriately trained to provide superior service and support
  • Supports GSM / DM in achievement of Departmental Sales, Gross Margin, Inventory Shrinkage and Payroll Goals
  • Provide daily direction to the associates within the department
  • Prepare to-do / Task lists

HP CS Tl-customer Service Team Leader Resume Examples & Samples

  • Maximise collections efficiency and minimise bad debt exposure, managing the process and controls in relation to reducing overdue debt and manage risk
  • Assisting with the delivery of the Credit Management strategy to improve collections performance, reduce operating costs and deliver an improved service for customers
  • Analyse ledger data and activity and take the necessary action to maximise settlement
  • Manage individual performance against key metrics
  • Ensure compliance with company credit policies, procedures and relevant regulations
  • Support, guide and proactively manage the operational team in driving Haven Power forward as a leading customer service provider within the SME electricity industry
  • Drive and Motivate team members to deliver against core objectives through the consistent application of 121 reviews and personal development coaching
  • Manage attendance with particular attention to monitoring sickness and addressing potential work related issues contributing to lack of attendance/team performance
  • Produce timely, accurate management information on all aspects of team performance
  • Keep staff fully informed of major business issues and establish an effective two-way communication channel
  • Co-ordinate team workflow reprioritising workloads as necessary to ensure all critical activity is completed on a consistent basis
  • Regularly evaluate the consistency of application of current operating procedures within the team implementing corrective action where applicable to ensure compliance with procedures in place
  • Periodically assess the skill set of team members and highlight areas of development with Learning and Development with clear action to address gaps identified and support career progression
  • Key influencer with highly effective negotiation and communication skills
  • Financially astute with commercial acumen and attention to detail
  • Good understanding of best practise debt recovery and cash collection techniques to maximise the early collection of cash from our customers and minimise bad debt
  • Ability to identify and develop opportunities to maximise cash flow and improve financial performance
  • An aptitude for people management with the ability to motivate and drive performance on a consistent basis
  • Ability to address areas of underperformance demonstrating a capability of handling difficult conversations
  • A basic understanding of the Electricity industry
  • An understanding of the regulatory environment that governs the Electricity Industry
  • A proven ability to deliver through others through the application of influencing and negotiation technique
  • Strong team player, able to work effectively as a member of the management team sharing working methods to enhance overall performance of the operational floor
  • Driven and enthusiastic individual, persistent in their approach to delivering against agreed business objectives
  • Proven ability to effectively plan and organise in the short, medium and long term
  • Extensive knowledge of Microsoft Word, Excel and PowerPoint
  • Associate's degree (A. A.) or equivalent from two-year college or technical school
  • Or Six months to one year related experience and/or training
  • Or equivalent combination of education and experience
  • Speaking in front of groups of employees and customers
  • Resolving customer and employee concerns efficiently and accurately
  • Proficient with Microsoft® Word, Excel, Outlook and PowerPoint software applications
  • Ability to navigate on web based applications and Pella software
  • Lead a team of Customer Service Representatives responsible for resolving incomplete test requisition forms
  • Proactively adjust workflow to insure inbound, outbound and VIP needs are met
  • Address escalated client and patient concerns
  • Act as the liaison between laboratory accessioning and customer service
  • Provide weekly KPI reports to the Customer Service Manager and Sales Operations team
  • Deliver both onboarding and ongoing training as needed
  • Resolve routine customer requests with products or services via inbound, outbound calls, or the Internet
  • Speak with customers in a courteous, friendly, and professional manner using protocol procedures
  • Inquire, clarify, and confirm customer requirements and understanding of the solution. Provide additional customer education as needed
  • Support field operations in maintaining support services for improved patient access to the Sequenom Laboratories' portfolio of tests
  • Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance
  • Ensuring full service carryout for all customers as policy dictates
  • Maintaining a friendly selling approach to customers that is in line with commitment to the Meijer Friendly program
  • Overseeing and ensuring prompt, efficient and accurate check out of customers
  • Developing and implementing solutions for problems and issues that will arise on the front-end
  • Maintaining productive, clean, organized, well-stocked front-end operation within stated guidelines
  • Exhibiting, training, ensuring and enforcing proper scanning and bagging procedures
  • Controlling and minimizing inventory shrinkage ensuring proper register procedures, properly recording sales and following (checkpoint) electronic article surveillance procedures
  • Managing the cashier performance reporting process and coach/discipline team members
  • Communicating all price discrepancies to the Freshness and Pricing Manager
  • Ensuring the execution of proper training to all team members regarding company policies/procedures
  • Ensuring compliance with all federal and state regulations regarding governmental programs
  • Maintaining company standards regarding the parking lot and exterior of the location, including trash receptacles, sidewalk area and entryway areas
  • Proper training of all new front-end team members regarding all company policies, procedures and programs regarding front-end operations
  • Enforcing dress code and grooming standards to Meijer policy
  • Writing and managing the front-end schedules in order to achieve first class service levels while achieving expense control objectives
  • Oral and written communication/language and mathematical skills
  • Speak clearly and persuasively in positive or negative situations
  • Listen and gets clarification; Responds well to questions
  • Write clearly and informatively
  • Present numerical data effectively
  • Carry out supervisory responsibilities in accordance with Meijer polices and applicable laws
  • Must have the ability to lift up to 50 lbs
  • Must have the ability to read and interpret documents such as department manual
  • Must have the ability to write routine reports and correspondence
  • Must have the ability to calculate figures and amounts as discounts, interest, commissions, proportion, and percentages
  • Make self-available to staff; assist with developing subordinates' skills and encouraging growth
  • Continually works to improve supervisory skills
  • Ability to prioritize work tasks, multi-task, and maintain focus
  • Contribute to building a positive team spirit
  • Show respect and sensitivity for cultural differences
  • Promote a harassment-free environment
  • Accept responsibility for own actions
  • Align work with strategic goals
  • Ability to communicate effectively with customers
  • Work within approved budget
  • Contribute to profits and revenue

Commercial Customer Service Team Leader Resume Examples & Samples

  • Three to five years of operations experience in the financial services industry
  • Two or more years of supervisory/management experience
  • Thorough knowledge of operation functions, systems, policies and procedures for the assigned area
  • Strong organizational, managerial and project management skills
  • Thorough knowledge of banking operations and human resources
  • Manage the team to deliver a first class customer service
  • Control the recruitment, development and coaching of individuals
  • Monitor individual and team performance against agreed KPIs and implement appropriate action through support, training and coaching
  • To be positive and professional and create a ‘can do’ team spirit which delivers a friendly and helpful service to all customers
  • Manage escalated in-depth and difficult issues to achieve an agreed outcome
  • Suggest and implement continuous improvements to remove the root cause for customers to contact CHEP and to reduce process lead time
  • Build meaningful and supportive relationships with people across all levels both internally and externally through effective communication
  • Drive commitment for the vision of customer services across the department and the business
  • At least 18 months experience in your current role
  • At least 4 years experience in a customer service environment
  • Supervisory experience
  • Ability to make decisions under pressure
  • Ability to initiate & accept change
  • Excellent time and task management skills
  • Knowledge of CHEP systems (Siebel, SAP, BW, Filenet, Portfolio)
  • Customer service experience (5+ years)
  • Proven experience in coaching and leading a team (3-5 years)
  • Educated to A Level standard or equivalent
  • High Level of IT proficiency in Microsoft packages
  • Strong English and Italian language knowledge

Related Job Titles

customer service leader job description for resume

  • Customer Service Lead Resume Example

Resume Examples

  • Common Tasks & Responsibilities
  • Top Hard & Soft Skills
  • Action Verbs & Keywords
  • Resume FAQs
  • Similar Resumes

Common Responsibilities Listed on Customer Service Lead Resumes:

  • Manage and lead a team of customer service representatives
  • Develop and implement customer service policies and procedures
  • Monitor and analyze customer service metrics to identify areas for improvement
  • Train and coach customer service representatives on best practices and customer service skills
  • Handle escalated customer complaints and issues
  • Collaborate with other departments to ensure a seamless customer experience
  • Conduct performance evaluations and provide feedback to team members
  • Develop and maintain relationships with key customers and stakeholders
  • Stay up-to-date on industry trends and best practices in customer service
  • Lead special projects and initiatives to improve customer service and satisfaction.

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Customer Service Lead Resume Example:

  • Successfully designed and implemented a customer service strategy that resulted in a 25% increase in customer satisfaction scores within a year.
  • Recruited, trained, and managed a team of 8 customer service agents, resulting in a 50% decrease in customer complaints and a 75% increase in customer retention rates.
  • Developed and managed customer service initiatives and policies to deliver an efficient and effective customer experience, successfully reducing customer complaints and increasing customer loyalty by +15%.
  • Achieved customer service excellence and established an employee-focused culture by training, mentoring, and setting objectives for customer service staff and providing timely feedback on the quality of service and productivity metrics.
  • Revamped the customer service policy manual, resulting in a streamlined customer service process and a 35% reduction in call handle time.
  • Conducted regular customer surveys to gather customer feedback and insights, resulting in the development of new customer success initiatives and a 30% increase in customer loyalty.
  • Tracked and analyzed customer service data, resulting in the identification of key areas for improvement and the implementation of new processes and systems, leading to a 20% increase in overall customer satisfaction.
  • Designed and implemented a customer success program that helped retain customers and improve customer loyalty, resulting in a 40% decrease in customer churn rate
  • Oversaw daily operations of the customer service department, ensuring quality customer service and a 100% compliance with customer service standards
  • Monitored customer service trends and best practices and recommended changes to customer service policies, resulting in the implementation of new technologies and processes, leading to a 15% improvement in overall customer satisfaction scores
  • Proven customer service leadership
  • Exceptional conflict resolution skills
  • Strong problem-solving and analytical capabilities
  • Excellent communication, negotiation and interpersonal skills
  • Ability to manage customer expectations and complaints
  • Demonstrated ability to implement customer service initiatives
  • Experience using automated billing systems
  • Adept in training and mentoring customer service staff
  • Ability to motivate staff and improve customer satisfaction
  • Knowledge of quality management system standards and protocols
  • Skilled in developing and enforcing customer service policies
  • Proficient in developing and monitoring customer service metrics
  • Thorough understanding of customer service trends and best practices
  • Communication

Top Skills & Keywords for Customer Service Lead Resumes:

Hard skills.

  • Customer Service Management
  • Call Center Operations
  • Complaint Resolution
  • Quality Assurance and Control
  • Performance Metrics Analysis
  • Team Management and Leadership
  • Training and Development
  • Process Improvement
  • Data Analysis and Reporting
  • CRM Software Management
  • Conflict Resolution
  • Project Management

Soft Skills

  • Leadership and Team Management
  • Communication and Interpersonal Skills
  • Collaboration and Cross-Functional Coordination
  • Problem Solving and Critical Thinking
  • Adaptability and Flexibility
  • Time Management and Prioritization
  • Empathy and Customer-Centric Mindset
  • Decision Making and Strategic Planning
  • Conflict Resolution and Negotiation
  • Coaching and Mentoring
  • Active Listening and Feedback Incorporation
  • Emotional Intelligence and Relationship Building

Resume Action Verbs for Customer Service Leads:

  • Coordinated
  • Streamlined
  • Facilitated
  • Implemented
  • Collaborated
  • Prioritized
  • Communicated

Resume FAQs for Customer Service Leads:

How long should i make my customer service lead resume, what is the best way to format a customer service lead resume, which keywords are important to highlight in a customer service lead resume, how should i write my resume if i have no experience as a customer service lead, compare your customer service lead resume to a job description:.

  • Identify opportunities to further tailor your resume to the Customer Service Lead job
  • Improve your keyword usage to align your experience and skills with the position
  • Uncover and address potential gaps in your resume that may be important to the hiring manager

Complete the steps below to generate your free resume analysis.

Related Resumes for Customer Service Leads:

Customer service specialist, customer service associate, customer service coordinator, customer service executive, customer care manager, customer service representative, customer support specialist, customer service manager.

Job Description And Resume Examples

Customer Service Leader Job Description, Key Duties and Responsibilities

Customer Service Leader job description, duties, tasks, and responsibilities

This post provides detailed information on the job description of a customer service leader, to boost your knowledge of the work they do.

It highlights the key duties, tasks, and responsibilities that commonly make up the customer service leader work description.

What Does a Customer Service Leader Do?

A customer service leader is a trained staff whose role is to provide high quality customer service to customers to ensure smooth flow of inquiries and complaints through effectively managing a team made up of customer service workers.

The job description of the customer service leader is to motivate, coach, inspire, train and direct the customer service team on the best ways and approach to relate to customers as they attend to their needs.

As a departmental leader, he/she assists management with hiring new customer service staff to the organization by making use of his/her expertise to evaluate prospective staff competence and capability in handling customer inquiries and needs.

In order to ensure a professional approach in dealings with clients, the leader creates and implements effective mode of operation in line with the organization objective to ensure that team members stay focused in administering their duties.

Customer service leaders create conducive working environment for other team members in order for them to work without duress, bringing their best to the table to achieve maximum results.

They make sure that their salaries, allowance and benefits are paid in due course to make them psychological fit as their mood can affect the way they attend to customers.

Customer Service Leader Job Description Example/Sample/Template

Given below is a job description example for the position of customer service leader, consisting of important duties, tasks, and responsibilities, which can also be used in preparing a resume for seeking employment for the post:

  • Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction
  • Create better modes of operations to make customer service easier for both team members and customers
  • Make provision for a change of mode of operation when the existing one isn’t yielding maximum results
  • Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes
  • Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends. Also, take disciplinary measures against any team members whom is found wanting
  • Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching
  • Ensure that all equipment and appliances needed by the customer team members are available and in good condition to enable smooth flow of operations and customer satisfactions
  • Step in to attend to customers that are proving difficult to team members and resolve their complaints
  • Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor
  • Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
  • Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.

Customer Service Leader Requirements: Knowledge, Skills, and Abilities for Career Success

The skills, duties and other attributes required to excel as customer service leader include the following:

  • Showcase good leadership skills to carry team members along
  • Excellent skills for communicating and relating with both staff members and customers
  • Good interpersonal skills to create a cordial relationship with team members
  • Ability to multitask
  • Have good temperate to handle disputes and emergencies
  • Must be result oriented.


Food and Beverage Manager job description, duties, tasks, and responsibilities

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  • Customer Service Team Leader

5 Amazing customer service team leader Resume Examples (Updated 2023) + Skills & Job Descriptions

Build your resume in 15 minutes, customer service team leader: resume samples & writing guide, william nelson, employment history.

  • Respond to customer inquiries and complaints in a timely manner
  • Manage customer service operations, including staffing, scheduling and budgeting
  • Develop strategies to improve customer service quality and team performance
  • Handle customer inquiries, complaints and escalations
  • Develop customer service strategies to improve customer loyalty and retention
  • Evaluate customer service calls and provide feedback to team members
  • Train and coach customer service team members to ensure they are up-to-date with product knowledge and customer service techniques

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Professional Summary

  • Monitor customer service metrics and analyze trends to identify areas of improvement
  • Maintain customer service standards by monitoring and evaluating team performance
  • Analyze customer service data to identify areas of improvement

Stanley Nelson

  • Create and implement customer service policies and procedures
  • Develop customer service processes to improve efficiency and reduce costs
  • Ensure customer service team members are following company policies and procedures
  • Monitor customer feedback and provide reports to management
  • Develop customer service initiatives to increase customer satisfaction

Virginia Ellis

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customer service leader job description for resume

Table of Content

  • Introduction
  • Resume Samples & Writing Guide
  • Resume Example 1
  • Resume Example 2
  • Resume Example 3
  • Resume Example 4
  • Resume Example 5
  • Jobs Description
  • Jobs Skills
  • Technical Skills
  • Soft Skills
  • How to Improve Your Resume
  • How to Optimize Your Resume
  • Cover Letter Example

customer service team leader Job Descriptions; Explained

If you're applying for an customer service team leader position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

customer service team leader

  • Supervise the work of customer services in Australia and India, office and administrative employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
  • Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. 
  • Train or instruct employees in job duties or company policies or arrange for training to be provided. 
  •  Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
  • Compute figures such as balances, totals, or commissions. 
  • Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work. 
  •  Maintain Customer Records using Salesforce, Emersion,Utilibill and Wholesale Provider Systems.
  •  Maintained the first point of contact with customers as they come into the restaurant
  •  Made customers aware of the menu, new dishes and any price changes or add-ons
  • Prepared and delivered food orders based on customers’ choice
  •  Ensured prepared food is up to standard sanitation procedures
  • Packed food and drinks for ‘To Go’ customers
  • Manage and supervise a group of customer service agents and monitor their day-today work.
  •  Recruit, coach, and develop customer service agents.
  •  Review statistics and compile accurate reporting
  •  Take escalations from customers and handle their requests as necessary.
  •  Screening of new candidate resumes and conducting interviews.
  •  Creating new recruiting strategies and improving talent acquisition branding.
  •  Coordinating interviews for other members and attending networking events and hiring seminars
  • Opening up the Store
  • Doing change orders for about 20 tills of money
  • Starting up all the Registers
  • Helping out the Customers/Team members
  • Greeting all the Customers
  • Car Service/ Helping the customers to take the trolley to their car and unpacking it for them
  • Scanning and packing their Groceries in their Trolley
  • Contact customers via email to respond to inquiries and provide information about their orders. 
  • Respond to all queries through social media (Facebook, Instagram and Twitter). 
  • Resolve customers’ service or billing complaints by performing activities such as request the exchange of merchandise, refunds or bills adjustment.
  • Obtain and examine all relevant information to assess validity of complaints, resolve it or raise the case to Management.
  • Recommend improvements in customer service procedures and shipping service to prevent future problems.
  • Supervise and train the customer service team to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems and guiding them into the correct tone to respond to emails. 
  • Provide Management with complaints reports. 

customer service team leader Job Skills

For an customer service team leader position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

  • Computer Literacy
  • Database Management
  • Quality Assurance
  • Troubleshooting
  • Data Analysis
  • Project Management
  • Risk Management
  • Process Improvement
  • Business Acumen
  • Financial Management
  • Visualization
  • Strategic Thinking
  • Documentation
  • Supervisory
  • Relationship Management

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

  • Communication
  • Interpersonal
  • Time Management
  • Problem Solving
  • Decision Making
  • Critical Thinking
  • Adaptability
  • Organization
  • Public Speaking
  • Negotiation
  • Conflict Resolution
  • Attention to Detail
  • Self-Motivation
  • Stress Management
  • Collaboration
  • Emotional Intelligence
  • Flexibility
  • Reliability
  • Professionalism
  • Customer Service
  • Presentation
  • Written Communication
  • Social Media
  • Relationship Management.

How to Improve Your customer service team leader Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Steve Thompson

Provide your contact information and address year gaps, always explain any gaps in your work history to your advantage..

  • Employers want to know what you've accomplished, so make sure to explain any gaps using a professional summary.
  • Adding extra details and context to explain why you have a gap in your work history shows employers you are a good fit for the position.

How to Optimize Your customer service team leader Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

Bernie Cooper

  • Manege custmer service operations, includin staffing, schedulig and budgeting
  • Handel custmer inquiries, compliants and escalations
  • Create and implement custmer service policys and procedurs.
  • Creat and implement customer service policys and proceduers
  • Monitor customer feedbackd and provide reports to managment
  • Manag customer service operations, includin staffing, scheduling and budgetting
  • "I like to eat ice cream
  • it is my favorite dessert"
  • I likes to eat icecream
  • it is my favorit dessert

Include Job Descriptions and Avoid Bad Grammar

Avoid sending a wrong first impression by proofreading your resume..

  • Spelling and typos are the most common mistakes recruiters see in resumes and by simply avoiding them you can move ahead on the hiring process.
  • Before submitting your resume, double check to avoid typos.

customer service team leader Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an customer service team leader position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

To the respected Apple Recruitment Team

I am excited to apply for the Senior Customer Service Team Leader role at Apple. As a highly skilled Customer Service Team Leader, I am confident that I have the necessary experience and abilities to make a valuable contribution to your organization.

Throughout my life, I have pursued my passion for Customer Service and have gained experience in this field as a result. This experience has given me valuable skills such as Quality Assurance and Professionalism, which I am excited to bring to this position. I am eager to work with a team that shares my enthusiasm as a Customer Service Team Leader and help your organization achieve its well determined goals.

Thank you for considering my application for the Senior Customer Service Team Leader role at your organization. I am dedicated to continuous improvement, and elated about the opportunity to join your team and work towards achieving our shared goals together.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

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Customer Service Team Lead Resume Samples

Customer Service Team Lead responds to phone calls or emails and resolves to all non-technical service requests of the customers. The Customer Service Team Lead resume describes the following job duties: responding and resolving escalated issues from customers, monitoring daily workflow, ensuring correct procedures are adhered, identifying system improvements, workflow improvements, and enhancing team efficiency. The customer service team lead also needs to coach and assist the less experienced team members and assist the managers in scheduling works.

The most sought-after job skills for this job are product knowledge, industry experience, customer service skills , interviewing skills, result-oriented approach, leadership skills, sales skill, strong relationship building skill, proficiency in CRM software and performance management competencies. A High School diploma or a GED is mandatory for this job post. However, an associate degree with a few years of customer service experience is considered a major plus.

Customer Service Team Lead Resume example

  • Resume Samples
  • Customer Service
  • Customer Service Team Lead

Customer Service Team Lead II Resume

Summary : Customer Service Team Lead II, with over eighteen years of experience in a health insurance medical plan call center. Possess ability to multitask in a fast-paced call center environment and aptitude to effectively facilitate escalated customer issues through strong communication, organizational and interpersonal skills.

Skills : Word, Call Center, Customer Service, Collections, Team Leader, Data Entry, Administrative Assistant, As400, Filing, Fax, Excel, Typing, Shipping And Receiving, Skip Tracing

Customer Service Team Lead II Resume Format

Description :

  • Versatile team leader of 10 to 15 phone advocates within a call center of up to 80 representatives.
  • Performed duties in this role for Emblemhealth brand names GHI, HIP, and VYTRA.
  • Supported numerous lines-of-businesses, which include HMO, POS, PPO, and EPO plans.
  • Supported phone representatives with questions regarding phone calls they are handling.
  • Demonstrated the ability to handle 50 or more calls a day in a health insurance call center environment.
  • Handled customer requests to speak with a supervisor. Escalated these calls as necessary to bring the issue to a positive outcome.
  • Created a weekly department evaluation report for supervisors and management. Reports included any problem areas in the department requiring attention and suggestions on how to resolve these issues.
  • Additionally provided performance appraisal comments on individual representatives, detailing observations of positive performance, opportunities for improvement, and specific details of supervisor calls taken for the week.

Customer Service Team Lead I Resume

Summary : Experienced Customer Service Team Lead with a significant background of 16 years in the insurance and Automotive Finance industry, including data entry, and computer knowledge. Proven skills in high volume telephone communications, team oriented, training new employees, multi-tasking, supervisor responsibilities and time management.

Skills : Lotus, Windows, WordPerfect, Basic Excel, Time Management & Managerial Experience, Windows

Customer Service Team Lead I Resume Sample

  • Providing leadership, guidance, and support to a team of customer service representatives, and delivering superior customer service to all members both internally and externally through example.
  • Also providing regular feedback to a team to assist with development, growth and appropriate adherence to guidelines, regulations, policies, and procedures.
  • Dealing with people in a manner which shows sensitivity, tact, and professionalism, internally and externally.
  • Acting as an impartial advocate to ensure that all individuals receive fair and equitable treatment.
  • Assisting with training and orientation activities as needed or directed.
  • Providing information to employees on where and how information can be found.
  • Assisting in training new associates, troubleshooting and problem resolution of issues.
  • Assisting in creating and maintaining training completion records for all team members may assist and answer employee inquiries concerning policy or rule applications per department specifics.
  • As needed, assisting with inbound calls to ensure appropriate response time to customers needs are met.

Customer Service Team Leader/Senior Rep Resume

Summary : Dedicated Customer Service Team Leader/Senior Rep with over 8 years of customer service and have been recognized by executives and employees for being a role model in banking, retail, and e-commerce service settings. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations by motivating, mentoring, and coaching on a daily basis to provide valuable feedback.

Skills : Customer Service Management, Customer Satisfaction Enhancement, Development & Training, Complaint Handling & Resolution, Front-End Supervision, Cost-Reduction Strategies, Retail Operations Management, Sales & Margin

Customer Service Team Leader/Senior Rep Resume Format

  • Promoted to lead service agent position to recruit, train and supervise 10+ customer service representatives.
  • Fostered an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance.
  • Managed front-end operations to ensure friendly and efficient transactions at checkout.
  • Awarded "Service Excellence Award" for an instrumental role in driving efficient, friendly customer service 2013 2016.
  • Reduced staff turnover by 1% in 2015, benchmarking a record-setting improvement in staff retention due to the success of employee-development, morale-building programs and mentoring.
  • Demonstrated an advanced ability to problem solve, maintain professionalism and call control with all customer concerns or issues.
  • Demonstrated the ability to properly notate a customers account when any contact is made.
  • Communicated with other departments on behalf of customers to resolve customer issues, effectively communicate appropriate charges, company policies, and/or procedures as determined at the time of the call.

Customer Service Team Leader Resume

Summary : Highly motivated Customer Service Team Leader/Senior Rep with strong client relationship building skills and excellent organizational skills. Provides customers with optimal products and services to meet their specific needs. Strong compliance and on-boarding experience. Bilingual speaker of English and Spanish.

Skills : Microsoft Word, MS Excel, MS PowerPoint, Outlook, RED System, OASIS And Different Systems, Meticulous Attention To Detail, Organized And Structured

Customer Service Team Leader Resume Sample

  • Responded and resolved customer telephone inquiries regarding IDT products and services by staying up to date with new and old programs offered to our customers.
  • Built strong working relationships and liaise with internal and external departments including client service, sales, credit, legal and other operations teams to obtain the necessary documentation to meet internal account opening guidelines and requirements.
  • Ensured that all customer information obtained is consistent with company policy and procedures and satisfies requirements.
  • Ensured that all requests are prioritized, resolved within agreed timeframes, work-flow pipeline optimized, priorities identified early and issues escalated accordingly.
  • Demonstrated the ability to identify training needs and develop staff to improve performance.
  • Demonstrated strong analytical ability through the review and analysis of daily, weekly and monthly performance, production and statistics reports.
  • Through coaching and counseling sessions maintain and improve all areas of performance; productivity, quality, and attendance.

Summary : Customer Service Team Leader with 10 years of experience. Strives to exceed customer/ employer expectations by delivering second-to-none service. Maintains customer centricity in all initiatives and interactions, always putting the customer first.

Skills : Self Motivation, Leadership, Adaptability, Communication, Technical, Initiative And Problem Solving Abilities, Dependability

Customer Service Team Leader Resume Example

  • Guides and educates advocates on members prescription benefits, use of plan, formulary, premiums, and status of orders, and claims or inquiries.
  • Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Led and mentored 15 employees to adhere to service level requirements. Such as triage and production.
  • Built rapport with internal departments to collaborate on issues for resolution.
  • Created and presented numerous flash training to ensure employees were up to date on current policies and procedures.
  • Interacted with providers and other medical professionals regarding billing and documentation policies.
  • Followed up on qualified patients under insurance plans that require prior authorizations to continue.

Senior Customer Service Team Lead Resume

Summary : Senior Customer Service Team Lead seeking a position that will take advantage of my acquired skills and customer service experience to ensure high-quality performance, while positively influencing company operations and results.

Skills : SAP, Supply Chain Management, Logistics, Customer Service, Excel, Data Analysis, Training & Development, Supervisor

Senior Customer Service Team Lead Resume Format

  • Thorough understanding of all organizations products, services, procedures and guidelines and the ability to disseminate information to customer service representatives.
  • Identified development opportunities using quality assurance and provide ongoing training, coaching and mentoring on an as-needed basis.
  • Conducted weekly huddles and engaging both in-house and remote team members via bluejeans conferencing and/or GoToMeeting.
  • Cross-trained to Medicare and supported AEP by monitoring team to ensure contractual requirements set by cms are met.
  • Managed call volumes and maintained service level agreements by making sure all customer service representatives are available and ready to take calls.
  • Monitored calls by listening in randomly to provide real-time coaching and reinforce positive behaviors.
  • Selected as a health care authority inquiry coordinator back-up to provide coverage as needed to resolve urgent issues in a timely manner.
  • Maintained professional relationships with cross-functional departments and worked closely with them to resolve escalated issues.

Customer Service Team Lead Resume

Objective : Customer Service Team Lead with 4+ years professional experience in customer service, troubleshooting, and technical resolution in a call center environment. Customer focused mindset and exceptional problem-solving skills. Positive, result-driven and polished professional with a passion for helping others. Excellent customer service skills with a background in leadership and training. Organized and time efficient. Fluent in both English and Spanish - reading, writing and speaking

Skills : Complex Financial Analyses, Highly Effective Communication, Strong Listening, Intuition, And Situational Awareness, Robust Interpersonal, Social Intelligence And Political Acumen, Personal And Project Priorities

Customer Service Team Lead Resume Example

  • Partnering with SM/ASM to achieve financial results and operational targets by driving sales and effectively managing the Store resources.
  • Ensuring daily execution of Peets playbook and meeting all operating standards.
  • Coaching, training, and demonstrating service, quality, and operational standards to the team.
  • Supporting the team member development and performance by training and providing.
  • Engaging the team members to work toward achieving store goals and targets.
  • Support recruiting and hiring efforts of high caliber, customer-focused team members.
  • Partnering with individual team members to develop skills in a specific area.
  • Create ensuring that team member responsibilities were defined and understood.
  • Ensuring the deliverables were within budget, on schedule, and of superior quality.
  • Planning, coordinating and controlling the daily operations of the organization.

Customer Service/Team Lead Resume

Objective : Customer Service/Team Lead with 4 years of experience dedicated to effective team management and customer satisfaction. Dynamic Customer Service Manager who leads diverse teams to achieve company goals. Exceptional customer care professional who addresses inquiries and resolves problems as they arise.

Skills : Microsoft Office, Office Administration, Typing, Shipping, Receiving, Logistics, Office Sales, Calculators, Forklift Operator, Pallet Jack Operator.

Customer Service/Team Lead Resume Example

  • Coordinating the unit call center operations and activities with call center Supervisor while monitoring the performance and providing feedback and/or coaching of staff.
  • Performing the routine QC reviews of call center staff to help improve operations.
  • Assisting in managing inbound and outbound calls that are routine in nature by answering inquiries, clarifying information, researching, locating, and providing relevant information.
  • Monitoring the performance and provide feedback and coaching of staff to improve performance (perform QC evaluations).
  • Managing inbound and outbound calls that are routine in nature, answer inquiries by clarifying information, researching, locating, and providing relevant information.
  • Following procedures and scripts, using fundamental knowledge to navigate information systems and/or CRM system(s).
  • Assisting the team members in maintaining and collecting sensitive case documents to ensure service level standards are met, or exceeded, and monitoring the training and process needs of staff to support customer needs.

Customer Service Team Lead, 24/7 Resume

Objective : Service-oriented Customer Service Team Lead with over 4 years background in customer service both internal and external. Core competencies include management, public relations, administrative experience as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency.

Skills : Customer Service, Mentoring & Development, Data Analysis, Process Improvement, Team Management, Translation, Strategic Thinking, Project Management, Strategic Partnerships

Customer Service Team Lead, 24/7 Resume Model

  • Conducting regular appraisals to drive KPIs and improve all areas of performance- productivity, quality, attendance, adherence, and conduct.
  • Creating strategic solutions to address trends in performance deficiency.
  • Making financial decisions for escalated cases, evaluating and approving higher payouts, while coaching team to have commercial awareness.
  • Providing the team with the necessary tools to develop their skills and excel in their role, with consistent coaching on how to connect and de-escalate customers.
  • Processing payroll to make sure employees are paid in a timely manner.
  • Designing and conducting workshops to drive employee development and engagement.
  • Analyzing the data, reporting feedback to all appropriate department with a recommendation for improvement.
  • Monitoring the phone calls and emails to measure quality, and make recommendations for improvement.
  • Partnering with training and quality to deliver my findings and turn them into actionable training opportunities.

Summary : Customer Service Team Lead with 15 years of experience with exceptional bilingual skills (Spanish/English). Strong communication and organizational talent. The supportive and energetic professional who is well respected by peers and management. Functions well in the fast-paced environment. Calm personality and ability to quickly adapt to change. Versatile supervisory skills.

Skills : Customer Service, Microsoft Office, Problem Resolution, Supervising, Account Management, Interpersonal Communication, Web Development

Customer Service Team Lead Resume Template

  • Training, and counseling of associates. Minimizing the call escalations through effective coaching and support and handle escalated calls.
  • Receiving the escalated issues to resolve regarding member plans.
  • Assisting the customer service supervisor in managing a small team of five.
  • Resolving the operational and interdepartmental problems quickly.
  • Ensuring that the team members obtain the appropriate training and making sure correct procedures are followed and routinely give directions to staff on what to do and how to improve.
  • Responding to customer concerns can be challenging or monotonous at times.
  • Training end users on proper operating procedures and assists in training techniques.
  • Assisting the Marketing Manager with the creation of user/owner manuals, the creation of parts manuals, order forms, and literature.

Table of Contents

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Smart Sample Resume

Customer Service Team Leader Job Description


Customer service team leads are individuals who oversee service groups in a variety of businesses and respond to a customer service director. They enable customer service employees in providing effective support, resulting in satisfied clients who are more likely to suggest family and friends. Enhancing customer service, creating engaged clients, and facilitating organic development are among their key responsibilities, as are claiming control of consumer complaints and pursuing problems through to settlement, establishing a clear vision, and deploying tactics focused on that objective. Customer service leaders provide a positive working atmosphere for other teammates so that they may do their best work and achieve the greatest results possible. They ensure that their wages, allowances, and perks are paid on time to keep them psychologically fit, as their attitude might influence how they interact with consumers.

Customer Service Team Leader Job Titles:

  • Customer Service Team Leader
  • Customer Service Team Manager
  • Team Leader

Customer Service Team Leader Job Summary:

We’re looking for an experienced customer service team leader for our company. You must deliver exceptional customer service and spread the word about it throughout the company. The goal is to maintain the division functioning smoothly and profitably, as well as to promote customer happiness, commitment, and retention while also meeting their expectations. Oversee, lead, train, and develop call center employees to improve individual abilities and meet overall goals. You must oversee the call center’s day-to-day operational processes to ensure that all quality of service promises are met and surpassed.

Customer Service Team Leader Job Responsibilities and Duties:

  • Provide regular guidance to team members and ensure that all client inquiries are properly handled on time and in the most efficient manner feasible to satisfy them.
  • Improve operational procedures to make service quality more convenient for both colleagues and customers.
  • Provide detailed statistical input on teammates’ productivity to managers for goals of staff assessment and incentive.
  • Help staff members who are having issues doing their jobs by placing them through and providing them with personal training.
  • To ensure a seamless flow of work and client satisfaction, verify that all gear and devices required by customer teammates are accessible and in good working order.
  • Step in to help team members deal with tough consumers and handle their problems.
  • Distribute diverse customer service responsibilities to the team to participate in a faster and better operating flow.
  • Formulate and maintain work procedures to improve the organization’s and division service delivery, as well as operational guidelines and processes.

Customer Service Team Leader Job Skills and Qualification:

  • A degree in sales, marketing, management, is preferred
  • Minimum 3 years of expertise in a similar role
  • Demonstrate great leadership skills to guide team members. Excellent communication and relationship-building skills with both employees and customers.
  • Meet deadlines and have good interpersonal skills to have a friendly relationship with team members
  • Have a calm demeanor when dealing with conflicts and emergencies.
  • It is necessary to be goal-oriented.

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customer service leader job description for resume

customer service leader job description for resume

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customer service leader job description for resume

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24 Customer Service Resume Examples for 2024

Stephen Greet

Customer Service Resume

  • Customer Service Resumes by Experience
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  • Writing Your Customer Service Resume

As the face of the organization, the customer service team is instrumental in building and maintaining a business’s reputation.

To be a successful customer service professional, you must have a wide-ranging skillset—patience, empathy, critical thinking, and detailed knowledge of your company’s products or services.

With such a tall order, you shouldn’t also have to be an expert at  building a resume . Our easy  resume tips  are available at your fingertips!

We’ve analyzed countless resumes and  chosen the 24 best customer service resume samples to help you land your next job in 2024 .

Furthermore, we’ll share our recommendations and advice so you can put your best foot forward on your resume; before you know it, you’ll also be ready to tackle your  customer service cover letter !

or download as PDF

Customer Service resume example with 10 years of experience

Why this resume works

  • The best way to do this is by making your points concise and highly relevant to the job to which you’re applying. If you include a  resume summary , tailor it to the business to which you apply. As a rule of thumb, the more you customize and  fine-tune your resume  for each job application, the more likely you are to get an interview. 

Entry-Level Customer Service Resume

customer service leader job description for resume

  • Choose two tastefully contrasting fonts: one for your section headers, and one for your body text. 
  • Leverage white space throughout your resume to give it a clean, easy-on-the-eye, professional feel.
  • We suggest bold (but not garish) colors in the header and titles to draw attention.
  • Say goodbye to excess white space by adding some relevant projects you’ve worked on.
  • Just make sure they relate to the  customer service job description  and emphasize your most relevant skills.

Customer Service Associate Resume

Customer Service Associate Resume Example with 5 years experience

  • Something very impressive on a  customer service associate resume  is when you’ve gone the extra mile to be certified. Definitely include any licenses or certifications you have in a dedicated “Certifications” section.
  • Our  user-friendly resume templates  and  Google Docs resume templates  allow you to quickly add a section just for certificates and licenses.
  • For example, “Handled an average of 40+ customer complaints per day with a 93% customer satisfaction rate.”

Customer Service Manager Resume

Customer Service Manager Resume Example with 9 years experience

  • Don’t worry though! You can easily tailor it by mentioning the specific job title you’re seeking, the company’s name, and any position-specific skills you’ve learned.If these kinds of details paralyze you, take a breath; now, start off your  resume-building  adventure with one of our  free resume templates  or  Google Docs interactive resumes  that already have sections laid out for your objective.
  • Though including a  resume objective  is optional, we recommend one if you’ve had a career change, are entry-level, or simply need to effectively fill a little space on your resume.
  • If you choose to add it, make sure it’s unique and personalized for every application you submit. That’s right. Every single one.

Customer Service Call Center Resume

Customer service call center resume example with telemarketing experience

  • It’s fine even if you mention them in other unrelated job roles. Just ensure that you clearly state how your assistance helped customers in a particular scenario.
  • If you run out of room in your resume, remember that a cover letter generator can help you expound quickly on the details you care about sharing.

Customer Service Bank Resume

Customer service bank resume example with 4 years of experience

  • Even if it’s only a short stint, mention how you went beyond resolving technical issues at a desk by adding your ability to make personalized follow-ups, maintain high-data accuracy rates, and implement any customer feedback provided.

Insurance Customer Service Resume

Insurance customer service resume example with 11 years experience

  • Remember that expertise in communication efficiency, accurate responses align well with the requirements of the role since you will be handling customers.

Client Service Manager Resume

Client service manager resume example with 11 years experience

  • And if you may, add your metrics on improving customer satisfaction to further prove your potential.

Customer Service Specialist Resume

Customer Service Specialist Resume Example with 10 years experience

  • Luckily, customer service is typically a metric-heavy role. From sales to customer reviews to retention, there’s a lot of numbers you can draw upon, such as customer satisfaction scores, how many customers you helped, and sales targets you exceeded.
  • Metrics draw the eye of the resume reader and increase the length of time they’ll review your  customer service specialist resume , which increases your likelihood of getting an interview. Since a hiring manager will, on average, spend six seconds reviewing your resume, hooking their attention quickly is key.

Retail Customer Service Clerk Resume

Retail Customer Service Clerk Resume Example with 2 years experience

  • The structure of your  retail customer service resume  can either help or hurt the flow of the employer’s reading experience and affect whether or not you get that interview.
  • We suggest you experiment with an array of  resume templates  and go for the one that zooms in on your greatest selling points.
  • Sprinkle in impressive numerical metrics such as team headcounts, sales targets met, and payment processing accuracy percentages whenever possible.

Customer Success Manager Resume

Customer Success Manager Resume Example with 10+ years experience

  • Challenge yourself to prove your impact with metrics.
  • For example, how much time did you save in labor hours? How much did you increase profits for the company? Provide any details that show how quickly you could boost numbers at the next business that’s smart enough to hire you. 
  • Striking a good balance between hard and soft skills is tricky, but doable—the  skills section on your resume  can emphasize the soft skills that made those impressive numbers happen in the first place.

Bilingual Customer Support Resume

Bilingual Customer Support Resume Example with 7 years experience

  • For example, you can mention the number of reward program members you signed on, the number of customers you helped per shift, the number of performance-based awards you earned, and the percentage of bilingual clients who specifically returned to you for assistance.
  • Pass the automated tracking system filter by peppering your skills section with relevant keywords you’ve taken the time to mine from the  job description .
  • Just be sure the keywords you glean from the job description truly match the skills you possess! Better to be a master of a few talents than have a surface knowledge of many.

Customer Service Consultant Resume

Customer Service Consultant Resume Example with 20+ years experience

  • Having trouble breaking up with the roles you had in high school? You can save old positions in a separate document, just in case. Just reassure yourself that you can discuss this expertise during an interview.
  • Rather than cramming your work experience down to microscopic font size, try honing in on your most relevant work history. 
  • Since you probably have plenty of experience, you may want to consider including a  resume summary , which can give a valuable overview of your skills and how they’ve driven results over the course of your lengthy (10+ years for a summary) career. 

Customer Service Agent Resume

Customer Service Agent Resume Example with 7 years experience

  • As long as you’re not distracting from the content of your resume, go ahead and get a little creative. 
  • Do this by  organizing your resume  into distinct sections (subheadings are your friend), and use an unexpected pop of color to draw on your personality. Who said your resume has to be boring? 
  • Focus on adding hard skills, like Zendesk, Salesforce, and Microsoft Word.

Customer Service Success Specialist Resume

Customer Service Success Specialist Resume Example with 5 years experience

  • Hiring managers in the customer service field often have less than a minute to review your resume, so it’s important that you place the most relevant information where they’ll see it! 
  • Emphasize growth in your career by ordering your work experience in a  reverse-chronological resume format , meaning that your most recent experience will be listed at the top of the page. 
  • Including numbers in your work experience bullet points shows the employer that you’re great at your job! Ultimately, they’re looking for specialists who can perform the job well, and numbers prove that you can. 

Customer Service Coordinator Resume

Customer Service Coordinator Resume Example with 8 years experience

  • That’s right. Your resume doesn’t need to look computer-generated to command respect. In fact, using a sprinkle of color can demonstrate your confidence and individuality, making you an even more appealing candidate. 
  • A word of caution: While more companies are valuing the individuality and flair of applicants, there are times when toned-down colors (like deep navy, slate gray, or hunter green) may be more appropriate. This can be especially true if you’re applying to a larger corporate business. Determine what’s best by investigating the  customer service job description’s  work culture.

Customer Service Advisor Resume

Customer Service Advisor Resume Example with 13 years experience

  • Now, that doesn’t mean you need to bring the entire color wheel to your resume. Instead, focus on grabbing recruiters’ attention by using one or two colors for your section titles. You can start from scratch to find a visually-appealing color, or use a  resume template  if you’re not artistically inclined. 
  • Take your resume personalization to the next step by adding a  career summary  section if you’re a total pro in the field with more than a decade of experience. Use this section for some humble bragging and tell hiring managers about your biggest accomplishments over the course of your career. Because if there’s any good time to brag, it’s on your resume, right?

Customer Service Technician Resume

Customer Service Technician Resume Example with 4 years experience

  • It’s surprisingly easy! Using hard numbers throughout your resume makes hiring managers slow down and read more carefully, plus using metrics supercharges your resume clout and indicates that you know your value (literally). 
  • Don’t be afraid to highlight your  hobbies and interests on your resume .
  • But, please, please ensure you can relate them to the job. If you’re including a super interesting hobby, a hiring manager is almost certainly going to ask you all about it. You better 1.) actually do that hobby, and 2.) be able to relate that hobby to relevant customer service tech job skills. 

Customer Service Representative Resume

Customer service representative resume example with 5 years experience

  • So, instead of simply adding ‘Sales’ as a skill in your customer service representative resume , use an example of where and how you used said skillset. Try, “Boosted high-end electronic sales by 34% through deep product knowledge and personalized demonstrations.”

Call Center Customer Service Resume

Call center customer service resume example with 5 years experience

  • Format your resume so that your most recent experience and achievements are at the top of your call center customer service resume . By doing this, you’re presenting those highlights in a way that they’re the very first thing a recruiter will probably look at.

Professional Customer Service Resume

Professional customer service resume example with 10+ years experience

  • Let’s say you have a Certified Customer Service Professional (CCSP) certification on your professional customer service resume—it immediately lets a potential employer know you’re well-equipped and ready to provide exceptional customer service.

Customer Service Supervisor Resume

Customer service supervisor resume example with 3 years experience

  • If you know your way around a specific CRM or management software, don’t miss the opportunity to add it to your customer service supervisor resume and show an employer you’re a well-rounded candidate.

Remote Customer Service Resume

Remote customer service resume example with 2 years experience

  • By using a remote customer service resume template that’s clutter-free and spotlights what’s really important, you can show a recruiter what they need to see to form a positive opinion of you.

Customer Service Sales Resume

Customer service sales resume example with 3 years experience

  • Let’s take the poetry writing, portrait sketching, and vector illustration mentioned in this customer service sales resume . They convey that you have a knack for being creative, understanding design, and paying attention to detail—all of which will come in handy in your professional role.

Related resume guides

  • Receptionist
  • Sales Associate
  • Front desk Receptionist

4 Tips to Improve Your Customer Service Resume Today

Recruiter points with yellow chalk to job skills and qualifications list on blackboard

Customer service resumes have gone beyond a simple list of experiences and education that prove your worth. Now, they’re as varied as the candidates themselves. Before writing a resignation letter and applying for your next job, check out BeamJobs’ list of recommendations to make your resume sound professional, look neat, and prove without a doubt that you’re the best candidate. We’ll cover:

  • Customer service skills
  • Formatting your customer service resume
  • Quantifying your previous impact
  • Customizing your resume for each job

customer service leader job description for resume

Tip 1: Confidently choose your customer service skills

The  skills section of a resume  might be short, but it packs a punch. This is where you sell what you’re capable of and what you can do. This section is especially important for ATS to keep you in the running, so it’s crucial to pay attention to what skills you possess.

You should list both hard skills (like Microsoft Office Suite, HubSpot, or HelpDesk) and soft skills (like organization, problem-solving, and interpersonal communication). The best place to find applicable skills would be the job description itself—see what’s required for the tasks listed, and then use those tasks to steer you in the right direction.

Let’s say you run across a  customer service job description  requesting bilingual support like this:

  • Answer telephone calls and emails promptly in Spanish and English
  • Maintain and extend client base through positive customer interaction
  • Excellent verbal and written skills in both Spanish and English
  • Strong organizational and analytical skills 
  • Flexible—must be able to work independently AND with a team daily

Based on the job description, it’s clear this company values a bilingual, organized individual who is an effective communicator. These skills (as long as they accurately define you) should serve as the foundation of your skills section. And a word to the wise—don’t apply for a job if you can’t honestly say you own the skill set required. 

Now, it’s time to tailor your skills section to the job description, which could look like this:

  • Bilingual (Spanish and English)
  • Organized 
  • Strong verbal and written communication 
  • Proven customer success 
  • Empathetic 
  • Methodical and thorough documentation 
  • CRM (HubSpot)

Not every customer service job description will look like the one above, so your skills section should reflect the role for which you’re applying.

The following skills would be great additions to other customer service positions:

  • Data analysis
  • Metrics-driven
  • Customer service reporting
  • Self-motivated
  • Social media
  • Creative problem-solver
  • Inquisitive

customer service leader job description for resume

Tip 2: Format your resume for the ATS and recruiters 

When you open the pages of a book, what’s more inviting: dense blocks of text with little color or short paragraphs with headings, indents, and plenty of white space? The latter is easier to read and, thus, more inviting. Your customer service resume needs to follow the same principle since it’s your first impression. Make the recruiter’s job as easy as possible by being neat, easy to read, and understandable. 

There are multiple ways to achieve this, but one of the easiest is to put things in  reverse-chronological format . This helps recruiters know immediately where you’re coming from. (For example, if you recently worked as a customer service representative, you’ll have a shorter adjustment period. And even if you were a customer service rep a few years ago, the reverse-chronological order will help recruiters quickly assess your qualifications.)

Further suggestions for keeping your resume easy to read: 

  • Bullet points rely on keywords, essential for making your resume ATS-friendly. The condensed structure and repetitive points also relieve eye strain when reading.
  • Place the customer service title beneath your name to make it easier for the recruiter to keep that specific job in mind as they scan your resume. This is especially crucial when a company is hiring for multiple positions.
  • The average time a recruiter spends looking at a resume is six to seven seconds, which means you should only include necessities. Anything else that’s relevant can be brought up in the job interview.
  • Some companies see them as antiquated, but others like knowing exactly what you’re aiming for. Scan resumes in the job field to see if others include them, and consider reaching out to current employees on LinkedIn for advice.
  • Primarily, fancy icons or images may confuse the ATS. Beyond that, leaving them off your resume looks more professional; plus, it leaves room for more important things, like skills or awards.

Objective or summary for your customer service resume?

Objectives and summaries  are a hot topic for resumes. It’s up to you to decide if an objective or summary is needed for your customer service resume. Typically, objectives/summaries are a good idea if you’re changing careers, you’re an entry-level applicant, or if you want to customize them for each application. Otherwise, it would be best to leave space for other things.

The difference between objectives and summaries rests in their purpose and your level of experience. Both are roughly two to three sentences, but  an objective describes your interest and qualifications for the job while a summary highlights your past work . If you have limited experience, you should choose an objective to sell why you’re the best candidate, but if you’re years into customer service, you could include a summary to describe your unique background.

No matter if it’s a summary or an objective, it should always be concise, informative, and personal ; this is your chance to show your personality and skills before the interview, so make it count.

When you write your objective, communicate your reason for applying and why you’d make a great candidate. Avoid making it generic, flat, or too casual: 

  • College graduate looking for work in the customer service industry to start a life-long career. I’m hardworking, great with people, and skilled with computers.

Instead, your objective should be specific, detailed, and unique to both you and the job description. Try something that highlights your skills regardless of your experience level:

Customer service resume objective

For those who have 10+ years of experience, a summary is the best way to go. Poor summaries have limited and vague information:

  • I’m a manager who is seeking further professional growth. I’m good at resolving conflicts, handling money, and writing reports; looking for a job that will give me experience and career options.

Rather, a summary should be a highlight reel of your accomplishments and expertise. To further showcase your talent, add metrics here, too:

Customer service resume summary

This summary is tailored to the position and outlines the candidate’s experience and skills while being personable and not too formal. By carefully crafting your objective or summary, you can rise above the competition in just two to three sentences.

customer service leader job description for resume

Tip 3: Leverage metrics on your customer service resume 

Leveraging metrics is all about avoiding generality and demonstrating success. Most job description bullets don’t describe how successful, friendly, or efficient you were. However, saying, “Assisted 200+ customers weekly with technical questions with a 98% customer satisfaction rate,” tells the recruiter the specifics of your talents and abilities. 

Writing metrics for every single bullet point isn’t necessary, but including an estimate when you can is better than staying vague.

Some customer service metrics to add to your resume include:

  • Customer satisfaction (CSAT) score: The core aspect of customer service is keeping customers happy, so providing high CSAT scores based on your interaction with customers is bound to get recruiters noticing.
  • Net promoter score: Just like the CSAT, this gives an insight into how happy customers are with the company. 
  • Employee retention rate: This statistic works well if you’re in a management position with a tight-knit group. That means your leadership has a direct effect on how many customer service reps leave or stay.
  • Resolution rate: By showing a percentage of solved cases, you demonstrate your effective problem-solving skills and care for the customer.
  • Customer effort score: This shows how much effort it took to get an issue resolved. Less effort means you’re easier to work with and more effective, which is why a low CES score is useful to add to your resume.
  • Customer/employee numbers: Providing the number of teammates, employees, or customers you’ve helped or served is a great way to show your capability in helping large volumes of people.

Now that you know what kind of metrics to include, below are some examples of how you can use them in practice. If you have trouble calculating some of the aforementioned metrics,  HelpCrunch  or  Kustomer  have some helpful formulas. 

  • Assisted over 250 patrons with technological questions monthly with a consistent 86 CSAT score based on interactions
  • Extended the client base through positive, empathetic communication, resulting in a net promoter score of over 50
  • Led a group of 20 employees through conflict resolution training, and updated onboarding processes that improved employee retention by 23%

Tip 4: Customize your customer service resume for the job 

Just as every company is different, no customer service position is identical. So, why would you submit the same resume for multiple customer service job applications? Tailoring your resume shows you have researched the job and helps corroborate your candidacy.

Check the following list for advice on how to customize sections of your resume:

  • Mention the company by name and what you hope to accomplish. Check the “job details” section of the job description to see what the company hopes to achieve, whether it’s boosting customer loyalty or increasing customer satisfaction.
  • Many customer service jobs require similar skills, but that doesn’t mean your skills should stay stale. Check the job description’s qualifications to scan for skill keywords to use. Keep it under 10 to avoid being excessive.
  • Include the job description requirements in your resume as much as you can. If the job description says they’re looking for someone who will “standardize quality customer service through positive customer interactions,” mimic that wording on your resume to describe your past achievements. This helps make your resume ATS-friendly while highlighting your skills.
  • No matter the customer service role you’re seeking, there are many ways to  write your resume  so that it’s relevant and unique to every application:

Customer service resume

  • All of these are good ways to customize your job description points.
  • Include a concise objective that mentions the company by name, and highlight why you’re qualified for the job.
  • Have you assisted large volumes of customers or boosted overall customer numbers? Have you increased efficiency or used specific software discussed in the job description? 

Customer service rep resume

  • Outcomes like increased sales or error reductions are great metrics to include.
  • Highlight skills like empathy, friendliness, and negotiation in your skills section and job description bullets.
  • Include your goals for your interactions with customers, like “established lasting relationships” to draw attention to your interpersonal skills.

Customer service manager resume 

  • Use verbs like “directed,” “led,” or “modeled” to demonstrate productive leadership.
  • Include a summary to showcase the success of your career so far and what you can bring to your new job.

Entry-level customer service resume

  • For example, if you were a lab assistant, you had to be highly organized and a great problem-solver, which would work well in a customer service resume.
  • Stress your ability to work well with people—include any courses,  extracurricular projects , or volunteer efforts where you interacted with people consistently. 

Retail customer service resume

  • Include past experience where you solved problems, troubleshot issues, or resolved disagreements.
  • Anything relating to product management would be an excellent addition—think of past jobs that dealt with marketing or sales, especially if you can provide metrics like increased revenue or reaching sales targets.

Customer success manager resume

  • CSMs must be able to see trouble coming and steer clear, so include responsibilities where you proactively and positively improved the customer’s experience.
  • Resilience and tenacity are two core elements of the customer success journey, so long-term projects and goals are solid additions to prove you’re willing to spend the time to get something done right. 

Bilingual customer support resume

  • Include all languages in which you’re fluent in the skills section. Also, make sure to highlight your bilingual (or multilingual) abilities in your objective or summary.
  • Mention how you improved your customer service strategies or practices as this will show you actively make customer experiences better for everyone.

Customer service consultant resume

  • CSCs are also great advocates for both the customer and the company. They see things from both the customer’s perspective and the company’s, so keep your resume balanced between your advancements for the company and your success with customers.

The keys to your customer service resume

Resumes are your first impression, so it’s important you make a good one. By taking the extra time to customize and adjust your customer service resume, you’ll catch the eye of hiring managers. With your list of relevant skills, professional formatting, specific job metrics, and customized additions, your resume is sure to stand out from the competition.

Upload your resume to our  resume checker  to see if your resume meets our AI-powered recommendations. If you’re starting from scratch, use our  resume builder , which allows you to create resumes from the ground up with helpful hints and tools from BeamJobs. If you’ve made it this far, it’s safe to say you’re well on your way to crushing your customer service resume!

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Customer Service Representative Job Description

4 min read · Updated on September 02, 2021

TopResume Editor

In order to ensure your professional resume will support your goals, use this customer service representative job description to inform what you should highlight on your resume.

By reviewing job description examples for customer service representatives, you'll be able to identify what technical and soft skills , credentials, and work experience matter most to an employer in your target field.

Customer service representative job description

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer inquiries to ensure customer satisfaction.

Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

Customer service representative duties:

Open and maintain customer accounts by recording account information

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Maintain financial accounts by processing customer adjustments

Recommend potential products or services to management by collecting customer information and analyzing customer needs

Prepare product or service reports by collecting and analyzing customer information

Contribute to team effort by accomplishing related results as needed

Manage large amounts of incoming calls

Generate sales leads

Identify and assess customers' needs to achieve satisfaction

Build sustainable relationships of trust through open and interactive communication

Provide accurate, valid, and complete information by using the right methods/tools

Meet personal/team sales targets and call handling quotas

Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

Keep records of customer interactions, process customer accounts, and file documents

Follow communication procedures, guidelines, and policies

Go the extra mile to engage customers

Resolve customer complaints via phone, email, mail, or social media

Use telephones to reach out to customers and verify account information

Greet customers warmly and ascertain problem or reason for calling

Cancel or upgrade accounts

Assist with placement of orders, refunds, or exchanges

Advise on company information

Take payment information and other pertinent information such as addresses and phone numbers

Place or cancel orders

Answer questions about warranties or terms of sale

Act as the company gatekeeper

Suggest solutions when a product malfunctions

Handle product recalls

Attempt to persuade customer to reconsider cancellation

Inform customer of deals and promotions

Sell products and services

Utilize computer technology to handle high call volumes

Work with customer service manager to ensure proper customer service is being delivered

Close out or open call records

Compile reports on overall customer satisfaction

Read from scripts

Handle changes in policies or renewals

Customer service representative requirements:

Proven customer support experience

Track record of over-achieving quota

Strong phone contact handling skills and active listening

Familiar with CRM systems and practices

Customer orientation and ability to adapt/respond to different types of characters

Excellent communication and presentation skills

Ability to multitask, prioritize and manage time effectively

High school diploma or equivalent; college degree preferred

Customer service representative skills & proficiencies:

Customer Service Skills

Product Knowledge

Quality Focus

Market Knowledge

Documentation Skills

Listening Skills

Phone Skills

Resolving Conflict


Positive Attitude

Attention to Detail

People Oriented

Problem Solving

Organizational Skills


Ability to Work Under Pressure

Computer Skills

Recommended Reading:

How to Tailor Your Resume to a Specific Job Description

Customize Your Resume to Stand Out From the Crowd

What's an ATS-Friendly Resume? And How to Write One

Related Articles:

7 Signs Your Resume is Making You Look Old

Why a Simple Resume Layout is a Successful Resume

Software Developer Top Needed Skills

See how your resume stacks up.

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