12 Customer Support Representative Skills: Definition and Examples

By ResumeCat Editorial Team
Published September 1, 2022

The customer support representative role is vital for any company that wants to provide excellent customer service. This person is the first point of contact for customers and is responsible for handling customer inquiries and complaints. To be successful in this role, customer support representatives must have strong communication and problem-solving skills. They must also be able to stay calm under pressure and have a positive attitude.

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Customer Support Representative Skills

Communication

Customer support representatives need excellent communication skills in order to effectively help customers with their inquiries and problems. They need to be able to understand the customer's issue, provide helpful and accurate information, and resolve the issue in a timely manner.

Customer service

Customer service is the process of providing assistance to customers who are experiencing problems with a product or service. Customer service representatives typically work in call centers, and their primary goal is to resolve customer issues. In order to be successful in this role, customer service representatives need strong communication and problem-solving skills. They must be able to empathize with customers and remain calm in difficult situations.

Patience

Patience is the ability to remain calm and focused in a situation, even if it is difficult or challenging. As a customer support representative, you will often be dealing with customers who are angry, upset, or frustrated. It is important to be able to remain calm and patient in order to resolve the issue at hand.

Problem-solving

The ability to solve problems is a key skill for customer support representatives. They need to be able to quickly identify the root cause of an issue and find a resolution. This requires both analytical and creative thinking.

Active listening

Active listening is a skill that is used in customer support in order to really understand the issue that the customer is having. This involves being fully present and engaged with the customer, and using techniques such as clarifying and reflecting back to make sure that you have correctly understood the problem. It is important to use active listening in customer support because it can help to build trust and rapport with the customer, and also ensure that you are able to provide an effective solution.

Empathy

Empathy is the ability to understand and share the feelings of another person. It is an important skill for customer support representatives because it allows them to see things from the customer's perspective and understand their needs. This understanding can help representatives provide better support and resolve issues more effectively.

Organizational skills

Organizational skills are the ability to keep track of information and resources, set priorities, and manage time effectively. As a customer support representative, you will need to be able to juggle multiple tasks and demands at once, so it is important to be organized. Good organizational skills will help you stay calm and efficient in a fast-paced environment.

Multitasking

The ability to multitask is an important skill for customer support representatives because they often have to juggle multiple tasks and requests at the same time. This can include handling phone calls, responding to emails, and managing live chat sessions. Being able to multitask effectively allows customer support representatives to provide a high level of service to their customers.

Time management

Time management is a skill that is necessary for customer support representatives in order to be able to handle the demands of the job. Customer support representatives need to be able to juggle multiple tasks at once and prioritize their time in order to provide the best possible service to customers.

Stress management

Stress management is a skill that is needed in customer support because representatives are often required to deal with difficult customer inquiries and complaints. This can be stressful, so it is important to be able to manage one's stress levels in order to provide the best possible service.

Computer skills

Customer support representatives need to have strong computer skills in order to be able to effectively do their job. They need to be able to use a variety of software programs, including email, word processing, and spreadsheets. They also need to be able to troubleshoot basic computer problems.

People skills

Customer support representatives need strong people skills in order to effectively communicate with customers and resolve their issues. They need to be able to empathize with customers, understand their needs, and provide them with helpful information or solutions. Good people skills are essential for creating positive customer experiences and maintaining good customer relationships.

How to improve customer support representative skills

Customer support representatives are the face of a company for its customers. They are responsible for handling customer inquiries and complaints, providing information about products and services, and promoting customer loyalty. To be successful in this role, customer support representatives must have excellent communication and people skills, as well as knowledge of the company’s products and services. They must be able to resolve conflict and diffusing difficult customer situations.

Here are some tips on how to improve customer support representative skills:

1. Communication Skills

The ability to communicate clearly, concisely, and professionally is essential for customer support representatives. They must be able to listen to customers, understand their needs, and provide them with the information they require. They must also be able to explain complex concepts in simple terms and write clearly.

2. People Skills

Customer support representatives must have excellent people skills. They must be able to build rapport with customers, establish trust, and resolve conflict. They must also be patient and empathetic, as well as being able to handle difficult customer situations.

3. Product Knowledge

Customer support representatives must have a good understanding of the company’s products and services. They should be able to answer questions about features, benefits, pricing, etc. They should also be familiar with the competition’s products and services so that they can effectively address customer concerns.

4. Conflict Resolution Skills

Customer support representatives often have to deal with difficult customers who are angry or upset about something. In these situations, it is important for customer support representatives to remain calm and professional. They should try to diffused the situation by empathizing with the customer and finding a resolution that is satisfactory for both parties.

How to highlight customer support representative skills

As a customer support representative, you will need to be able to effectively communicate with customers. This means being able to listen to their inquiries and concerns, as well as being able to provide them with clear and concise answers. You should also be able to take on multiple tasks at once and remain calm under pressure. Excellent customer service skills are essential in this role.

On a resume

In order to highlight your skills as a Customer Support Representative on your resume, you should list any experience you have in customer service, whether it is through retail, hospitality, or another industry. You should also list any specific training you have received in customer service, as well as any awards or recognition you have received for your work in this field. Additionally, be sure to list any relevant skills you have that could be beneficial in a customer support role, such as strong communication and interpersonal skills, problem-solving abilities, and a positive attitude.

In a cover letter

In your cover letter, be sure to highlight your customer service skills. Mention how you are patient with customers, how you are able to handle difficult customer service issues, and how you always work to resolve customer complaints. Also, be sure to mention any awards or recognition you have received for your customer service skills.

During an interview

When interviewers ask about your customer support experience, be sure to emphasize the skills that make you a great fit for the job. Talk about your ability to handle difficult customer service inquiries and complaints, and how you always work to resolve issues to the customer's satisfaction. Mention your excellent communication skills, both written and verbal, and how you are able to build rapport with customers quickly. If you have any relevant technical skills or experience, be sure to mention those as well. Finally, emphasize your commitment to providing outstanding customer service and always putting the customer first.