Customer Service
Customer Service is a key business function that involves helping and supporting customers before, during, and after their purchases or interactions with a company. This can include answering questions, resolving problems, providing information about products or services, and handling complaints. Customer service can be delivered in person, over the phone, through email, or via online chat. When this term appears in resumes, it typically indicates experience in direct customer interaction and problem-solving. Similar terms include customer support, client services, or customer care.
Examples in Resumes
Managed Customer Service desk serving 200+ clients daily
Led Customer Service team of 15 representatives in a call center environment
Achieved 95% satisfaction rating in Customer Service role
Provided Customer Support for high-value accounts
Handled Customer Care responsibilities for retail operation
Typical job title: "Customer Service Representatives"
Also try searching for:
Where to Find Customer Service Representatives
Professional Networks
Training Resources
Example Interview Questions
Senior Level Questions
Q: How would you handle training and developing a team of customer service representatives?
Expected Answer: Look for answers that demonstrate leadership experience, ability to create training programs, monitor performance, and implement quality standards. Should mention methods for improving team performance and maintaining consistent service levels.
Q: Tell me about a time you had to implement a major change in customer service procedures.
Expected Answer: Candidate should show experience in change management, ability to analyze processes, implement improvements, and manage team adaptation to new procedures while maintaining service quality.
Mid Level Questions
Q: How do you handle difficult customers while maintaining professional standards?
Expected Answer: Should demonstrate experience with conflict resolution, emotional control, and ability to find solutions while following company policies. Look for examples of successfully turning negative situations into positive outcomes.
Q: What strategies do you use to balance quality and speed in customer interactions?
Expected Answer: Expect discussion of time management skills, prioritization, and ability to maintain high service standards while meeting efficiency targets. Should include specific examples from past experience.
Junior Level Questions
Q: What does good customer service mean to you?
Expected Answer: Look for understanding of basic customer service principles like patience, clear communication, problem-solving, and positive attitude. Should show enthusiasm for helping customers.
Q: How would you handle a situation where you don't know the answer to a customer's question?
Expected Answer: Should demonstrate problem-solving ability, willingness to ask for help, and understanding of when to escalate issues to supervisors. Look for focus on finding solutions rather than giving up.
Experience Level Indicators
Junior (0-1 years)
- Basic customer communication
- Phone and email etiquette
- Standard problem resolution
- Use of customer service software
Mid (2-4 years)
- Advanced conflict resolution
- Customer satisfaction monitoring
- Multiple communication channels handling
- Team coordination
Senior (5+ years)
- Team leadership and training
- Process improvement
- Performance management
- Strategic planning
Red Flags to Watch For
- Poor communication skills during interview
- Inability to provide examples of handling difficult situations
- Lack of patience or empathy in responses
- No experience with common customer service tools
- History of short-term positions without clear progression
Related Terms
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