Career Development

16 Customer Service Agent Skills for Your Career and Resume

Learn about the most important Customer Service Agent skills, how you can utilize them in the workplace, and what to list on your resume.

Customer service agents are responsible for providing assistance and support to customers. They often handle customer inquiries and complaints, and provide information about products and services. Customer service agents need to have strong communication and customer service skills to be successful in their roles. If you’re interested in becoming a customer service agent, learning about the necessary skills can help you prepare for this type of job.


Customer service agents often need patience to deal with customers who are upset, angry or frustrated. Patience can help customer service agents remain calm and focused on resolving the issue at hand. It’s important for customer service agents to listen carefully to their customers’ concerns and address them in a timely manner. Customer service agents may also need patience when training new employees or working through any other challenges that arise within the workplace.


Flexibility is the ability to adapt to changing circumstances. Customer service agents often need flexibility because their work environment can change throughout the day. For example, if a manager needs you to cover another agent’s shift, you may need to adjust your schedule or duties. You also need flexibility when interacting with customers because they all have different personalities and preferences. Being flexible allows you to respond to them in ways that make them feel comfortable and satisfied.


Customer service agents often need to multi-task, or perform several tasks simultaneously. For example, you may be taking calls while also processing payments and filling orders. It’s important to prioritize your work so that you can provide the best customer experience possible. You can use software programs like Microsoft Outlook to manage your tasks more efficiently.

Product Knowledge

Customer service agents should have a thorough knowledge of the products and services their company offers. This ensures they can answer any questions customers may have about these items, which can help build trust with your clients and encourage them to make purchases. For example, if a customer asks you what type of paint is best for outdoor use, you can direct them to the most suitable option.


Cross-selling is the ability to offer additional products or services that may be beneficial to a customer. For example, if you’re working with a customer who has purchased an airline ticket, you can suggest travel insurance or airport parking as add-ons that may improve their experience. This can help increase your sales and also make customers more likely to return in the future.

Customer Service

Customer service skills are the abilities you use to help customers. Customer service agents often greet customers, answer their questions and solve any issues they have with a company’s products or services. Having good customer service skills can make you an effective agent because it allows you to provide helpful information and resolutions that satisfy your customers.


Communication is the ability to convey information clearly and concisely. Customer service agents must be able to communicate with customers in a way that makes them feel valued, understood and satisfied. This means listening to their needs and responding appropriately. It also means explaining company policies or procedures clearly so customers understand what they’re agreeing to.

Live Chat

Live chat is a tool that allows customer service agents to communicate with customers through text. It’s an effective way for agents to answer questions and resolve issues quickly, as it provides them the ability to respond immediately. Customer service agents who have live chat skills are able to provide fast resolutions to customer concerns and improve their overall satisfaction.


Empathy is the ability to understand and share another person’s feelings. Customer service agents who are empathetic can help customers feel heard, valued and satisfied with their experience. For example, if a customer is frustrated by an aspect of your business, you might try to imagine how they’re feeling and address their concerns in a calm, reassuring manner. This can help diffuse tension and improve the overall interaction.

Returns & Exchanges

Customer service agents often handle customer returns and exchanges, so it’s important to know how to process these requests. Customer service representatives may need to understand the company’s return or exchange policy and ensure that customers receive refunds or new products in a timely manner. It can also be helpful for customer service agents to have knowledge of any product defects or issues so they can direct customers to the appropriate departments.

Email Management

Email management is the ability to respond to emails and manage email correspondence. Customer service agents often receive customer inquiries through email, so it’s important for them to be able to answer these questions quickly and thoroughly. It’s also helpful if they can forward emails to other team members who may have more expertise in a particular subject area.

Outbound Calls

Customer service agents often need to make outbound calls to customers who have questions or concerns about a product. For example, if a customer has an issue with their credit card and needs to speak with the company’s finance department, a customer service agent may call them directly to resolve the issue. Customer service agents also use outbound calls when they want to inform customers of promotions or changes in policy.

Problem Solving

Problem solving is the ability to identify and resolve issues. Customer service agents often use problem-solving skills when customers have technical difficulties or need guidance on how to use a product. For example, if a customer can’t connect their new computer to the internet, you might help them troubleshoot the issue by suggesting they restart their router or modem.


Upselling is the process of suggesting additional products or services to a customer. For example, if a customer orders a sandwich and you notice they don’t have any drink, you can suggest an extra beverage to increase their total order value. This helps you make more money as well as satisfy your customers’ needs. You can also use upselling to introduce new items that may interest your customers.

Inbound Calls

Inbound calls are a common customer service tool, so it’s important for customer service agents to be able to answer incoming phone calls. Customer service agents often use inbound calls to address questions and concerns from customers who prefer to speak with someone over the phone. It’s also helpful for customer service agents to know how to transfer calls to other departments or employees if they don’t have the answers to callers’ questions.

Order Processing

Order processing is the ability to receive and process customer orders accurately. Customer service agents often use order-processing skills when taking phone calls or online chat requests, as they need to understand what a customer wants and ensure that the company can fulfill their request. Order processing also includes entering accurate information into the system so that employees in other departments know where to send incoming shipments.

How Can I Learn These Customer Service Agent Skills?

There are a few ways that you can learn the necessary skills to become a customer service agent. Many of these skills are learned through on-the-job training, so working as a customer service agent is a great way to learn the ropes. You can also take classes or participate in online training programs to learn more about customer service and how to be successful in the role. There are also many books and articles available on the subject that can help you learn the skills you need to be successful.


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