What to highlight
- Who your customers were: consumers, businesses, a local or overseas market
- The channels you used: phone, chat, email, walk-in or social media
- The kinds of requests you handled, such as orders, billing, returns or complaints
- How your work was measured: CSAT, resolution time or quality scores
- Any process you improved or colleagues you trained
Example bullets
Copy one, then change the numbers and details so it is true for you.
- Answered order and delivery questions for an online retailer by chat and email.
- Handled refund and return requests following the store policy and logged each case in the CRM.
- Calmed upset customers and resolved most complaints on the first contact.
- Trained two new hires on the returns process during their first week.
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 retail or restaurant work relevant?
Yes. Serving customers in person builds the same skills: patience, clear explanation and handling complaints. Describe it the same way you would a BPO job.
Should I include my typing speed?
Include it if you are applying for chat or email support and it is at least 35 words per minute.