12 Customer Support Specialist Skills: Definition and Examples

By ResumeCat Editorial Team
Published September 1, 2022

In order to be a successful customer support specialist, there are a few key skills that you must possess. In this article, we will define 12 of those skills and explain why they are important. By the end, you should have a better understanding of what it takes to be a great customer support specialist.

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Customer Support Specialist Skills

Communication

The ability to communicate effectively is essential for any customer support specialist. They need to be able to understand the customer's issue, explain the problem and its solution clearly, and provide instructions or guidance as needed. This skill is important in order to build trust and rapport with customers, and to ensure that they are satisfied with the support they receive.

Customer service

Customer service is the process of providing assistance to customers before, during, and after they purchase a product or service. It can involve everything from answering customer questions to handling customer complaints.

You need customer service skills because they are essential for providing excellent customer service. Excellent customer service is important because it can help you build strong relationships with customers, increase customer satisfaction, and boost sales.

Patience

Patience is a virtue, and it's an important skill for customer support specialists because they often have to deal with difficult or angry customers. They need to be able to keep their cool and not take the bait when customers are trying to provoke them.

Product knowledge

Product knowledge is the ability to understand and explain the features and benefits of a company's products or services. This skill is important for customer support specialists because they need to be able to answer questions from customers and help them resolve problems.

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 verbal and nonverbal cues to show that you are listening. It is important to use active listening in customer support because it can help to build rapport, trust, and understanding between you and the customer. Additionally, it can help to resolve issues more quickly and effectively.

Empathy

Empathy is the ability to understand and share the feelings of another person. It is an important skill for customer support specialists, who need to be able to understand and relate to the experiences of their customers. This can help them provide better support and resolve issues more effectively.

Conflict resolution

Conflict resolution is the ability to effectively manage and resolve disagreements. As a customer support specialist, you will often be required to mediate between customers and company representatives. This skill is essential in order to maintain a positive relationship with both parties and avoid further escalation of the conflict.

Time management

Time management is the ability to use your time efficiently and effectively. It is an important skill for customer support specialists because they often have to juggle multiple tasks and deadlines. Time management can help them prioritize their work, avoid procrastination, and meet deadlines.

Stress management

Stress management is a skill that is needed in order to be a successful customer support specialist. This is because customer support specialists are often required to deal with difficult customer inquiries and complaints. If they are not able to effectively manage their stress levels, they may become overwhelmed and make mistakes.

In order to manage stress effectively, customer support specialists need to be able to identify when they are feeling stressed. They should then take steps to reduce their stress levels, such as taking a break or using relaxation techniques.

Computer skills

Customer support specialists 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 word processing, spreadsheet, and email programs. Additionally, they need to be able to navigate the Internet and use search engines to find information.

Phone skills

Phone skills are important for customer support specialists because they need to be able to communicate effectively with customers over the phone. They need to be able to understand the customer's issue and provide a resolution in a clear and concise manner.

People skills

Customer support specialists need strong people skills in order to effectively communicate with customers and resolve their issues. They must be able to empathize with customers, understand their needs, and provide them with helpful information or solutions. Strong people skills are essential for customer support specialists in order to create a positive customer experience.

How to improve customer support specialist skills

Customer support specialists are the backbone of any company that relies on customer satisfaction to stay in business. They are the ones who deal with customers on a daily basis, handling their questions, concerns, and complaints. It is essential that customer support specialists have the skills and knowledge necessary to provide excellent customer service. Here are some tips on how to improve customer support specialist skills:

1. Understand your company’s products and services inside and out. This will allow you to answer customer questions with confidence and authority.

2. Be patient and calm when dealing with customers, even if they are angry or upset. This will help diffuses the situation and make the customer feel heard and valued.

3. Active listening is key in customer support interactions. Make sure to really listen to what the customer is saying, so you can provide them with the best possible solution.

4. Have a positive attitude at all times. Customers can sense when you’re not interested or invested in helping them, so remain positive and upbeat throughout the interaction.

5. Follow up with customers after their issue has been resolved. This shows that you care about their experience and want to make sure they were satisfied with the outcome.

By following these tips, customer support specialists can improve their skills and provide better service to their customers. Excellent customer service is essential for any business that wants to succeed in today’s competitive marketplaces.

How to highlight customer support specialist skills

As a Customer Support Specialist, you will be responsible for providing assistance to customers with questions or issues related to the company's products or services. You will need to have excellent communication and customer service skills in order to be successful in this role. In order to highlight your skills as a Customer Support Specialist, you should be able to demonstrate your ability to effectively communicate with customers, as well as your knowledge of the company's products or services. Additionally, it is important that you are able to maintain a positive attitude and remain calm under pressure.

On a resume

In order to highlight your skills as a Customer Support Specialist on a resume, you should include information about your experience dealing with customer inquiries and complaints, as well as your ability to resolve issues in a timely and efficient manner. Additionally, you should list any relevant coursework or training that you have completed in the field of customer service.

In a cover letter

In your cover letter, be sure to highlight your customer service skills. Mention any experience you have working with customers, whether it's in a retail setting or over the phone. If you have any specific training in customer service, be sure to mention that as well. emphasize your ability to solve problems and diffusing difficult situations. Ultimately, you want to show that you're a patient and efficient customer service representative who is always looking for ways to improve the customer experience.

During an interview

In an interview for a Customer Support Specialist role, you should highlight your customer service skills, as well as your ability to effectively communicate with customers. You should also discuss your experience dealing with customer inquiries and complaints, and how you have been able to resolve them. Finally, be sure to mention any relevant technical skills or knowledge that you have that would help you in the role.