What to highlight
- The account and what customers contacted you about
- How many chats you handled at the same time
- Your written English and use of templates or macros
- Metrics such as first response time, resolution rate or CSAT
- Tools such as Zendesk, Freshdesk, Intercom or a CRM
Example bullets
Copy one, then change the numbers and details so it is true for you.
- Handled up to three concurrent chats for an e-commerce account, covering orders, payments and returns.
- Wrote clear, friendly replies and adapted saved macros to each customer instead of pasting them as is.
- Kept first response time within the account target during peak sale periods.
- Flagged repeated product issues to the team lead so the help article could be fixed.
Skills
Words employers look for
Our score checks for these terms in Business & Operations job posts. Use the ones that are true for you.
Tips
- Say what you handled and the numbers you were measured on, such as volume, turnaround time or SLA.
- For BPO roles, state your account type (voice or non-voice) and metrics like CSAT and AHT.
Questions
Is chat support easier to get than voice?
The requirements are different. Chat accounts screen harder on typing and written English, and less on accent. Show both in your resume.
Should I mention how many chats I handled at once?
Yes, if you know it. Concurrent chat handling is one of the first things chat recruiters ask about.