CSR Series | Call Centre Resume Part 1
What Does a Call Center Customer Service Representative (CSR) Do?
A call center representative (CSR) is usually hired by large companies with thousands of customers to take all of the service calls that come in to their main support line. If you’ve ever smashed ‘0’ while listening to an automated recording list your options, the human who finally picked up probably worked in a call center.
Customer service representatives generally handle billing, account, and troubleshooting issues. Some jobs are more technical-support focused, where you’ll be talking your customers through the troubleshooting steps for a malfunctioning product. Others are more billing/account-centered, and are more sales-focused. The purpose of the job is almost always to retain existing customers by providing good service to prevent people with questions or problems from switching to a competitor.
A customer service representative is often the ‘the point person’, or ‘face’ of the company for customers, since they’ll never visit the business in person. (Think banks, insurance companies, and utility providers.) People with successful careers in customer service tend to be driven, confident people.
What Does a Call Center Customer Service Representative Resume Show?
A call center operator needs to show a hiring manager that they are comfortable accessing information very quickly via a computer. Many call centers use headsets to take calls while account details and answers to questions are accessed via a proprietary knowledge-base terminal provided by the company to ensure that different operators give out the same information. Many customer service jobs involve sticking to a script to ensure the best service, so a good customer service resume should show that the applicant is skilled at following precise procedures.