Customer Care Executive resume example
By Bhagirath Sheela, founder of JobCatch ·
Customer care and BPO employers hire for communication first and numbers second. Your resume should say which process you worked in (voice, chat, email), the languages you support, the shifts you can do, and the scores you are measured on — CSAT, average handle time, quality.
What recruiters look for
- Process: voice, non-voice (chat, email), inbound or outbound
- Languages, including the Indian languages you speak
- Metrics: CSAT, AHT, quality scores, first-call resolution
- Shift flexibility and typing speed for non-voice work
Section order
With experience
- Summary
- Experience
- Skills and languages
- Education
- Certifications
As a fresher
- Summary
- Skills and languages
- Education
- Training or part-time work
Summary examples
Fresher
Graduate with fluent English and Hindi, typing at 35 words a minute, and three months of part-time work at a mobile store's customer desk. Comfortable with rotational shifts.
Experienced
Customer care executive with three years in an inbound voice process for a telecom company. Handle 80 calls a shift with 92% CSAT and a quality score above 95%.
Skills, spelled the way postings spell them
An applicant tracking system matches the words in the job posting, and it does not reliably treat two spellings as one skill. The left column is the form most postings use; the right, other spellings people type. Use the posting's own spelling for each application, and list only what you can discuss in an interview.
| Skill | Also written as |
|---|---|
| Customer service | Customer support, Customer handling |
| English | — |
| Hindi | — |
| Data entry | Typing |
| Microsoft Office | MS Office, Office 365 |
| Salesforce CRM | Salesforce, CRM |
| Client communication | Client handling, Client servicing |
Also worth listing if you have them: Voice and chat process, Complaint handling, Typing speed (35 WPM).
Bullet examples
Each bullet says what you did and what changed because of it. Change the numbers to your own; a recruiter will ask about every one.
- Handle about 80 inbound calls a shift for a telecom company's postpaid customers, in English and Hindi.
- Kept CSAT at 92% and quality scores above 95% for four straight quarters.
- Brought average handle time down from 7 to 5 minutes by using the knowledge base and call templates.
- Named top performer of the month five times in a team of 18.
- Mentor new joiners during their first two weeks on the floor.
For freshers: projects and internships
- Part-time at a mobile store's customer desk for three months, handling queries and complaints.
- Typing speed of 35 words a minute with 98% accuracy (online test).
- Volunteered at the college help desk during admissions, guiding about 500 students and parents.
Mistakes to avoid
- Not naming the process. Voice and non-voice are hired separately, and so are inbound and outbound.
- Leaving out metrics. CSAT, AHT and quality scores are exactly what team leaders look for.
- Forgetting languages and shifts. Both are often requirements.
What an ATS reads from this sample
An applicant tracking system turns the PDF into plain text before anyone reads it. This is that text for the sample above, extracted by the same code as "What the ATS reads" in the app. Everything is in reading order, under the right heading, with the name and email intact — which is what a single-column template is for.
Rekha Kumari Customer Care Executive [email protected] • +91 98765 43210 • Noida, Uttar Pradesh • linkedin.com/in/rekhakumari Summary Customer care executive with three years in an inbound voice process for a telecom company. Handle 80 calls a shift with 92% CSAT and a quality score above 95%. Skills Customer service · English · Hindi · Data entry · Microsoft Office · Salesforce CRM · Client communication · Voice and chat process · Complaint handling · Typing speed (35 WPM) Languages English · Hindi Experience Customer Care Executive, Connectwell Telecom Services Aug 2022 – Present Noida Handle about 80 inbound calls a shift for a telecom company's postpaid customers, in English and Hindi. Kept CSAT at 92% and quality scores above 95% for four straight quarters. Brought average handle time down from 7 to 5 minutes by using the knowledge base and call templates. Customer Support Associate, Teleassist BPO Jun 2021 – Jul 2022 Noida Named top performer of the month five times in a team of 18. Mentor new joiners during their first two weeks on the floor. Education B.A., English 2018 – 2021 Chaudhary Charan Singh University · 62% Projects Call templates Call templates and knowledge-base use that cut handle time from 7 to 5 minutes.
Interview questions to prepare
The app's interview prep for this sample and a plain Customer Care Executive posting. It works from the resume and the posting only, and tells you how to prepare, never what to say.
Questions every interview has
- Tell me about yourself. Two minutes: what you do now (Customer Care Executive at Connectwell Telecom Services), one result you are proud of, and why this role is next.
- Why do you want this job? Read their website and one recent piece of news before the call. Name something specific.
- Why are you leaving your current job? Say what you are moving towards. Do not criticise your employer.
- What is your notice period, and what salary are you expecting? Decide your number before the interview, so you are not deciding it on the call.
About the skills the job asks for
- Tell me about a time you used Microsoft Office. Pick one real example: what the problem was, what you did, and what changed.
- Tell me about a time you used Salesforce CRM. Pick one real example: what the problem was, what you did, and what changed.
- Tell me about a time you used Customer service. Pick one real example: what the problem was, what you did, and what changed.
- Tell me about a time you used Data entry. Pick one real example: what the problem was, what you did, and what changed.
- Tell me about a time you used English. Pick one real example: what the problem was, what you did, and what changed.
- Tell me about a time you used Hindi. Pick one real example: what the problem was, what you did, and what changed.
About what the resume claims
- You wrote: "Handle about 80 inbound calls a shift for a telecom company's postpaid customers, in English and Hindi." Expect three follow-ups: how exactly, what was your own part, and how you know it worked.
- You wrote: "Kept CSAT at 92% and quality scores above 95% for four straight quarters." Expect three follow-ups: how exactly, what was your own part, and how you know it worked.
- You wrote: "Brought average handle time down from 7 to 5 minutes by using the knowledge base and call templates." Expect three follow-ups: how exactly, what was your own part, and how you know it worked.
Questions to ask them
- What would a good first three months in this role look like?
- Who would I work with most closely?
- What are the next steps, and when should I expect to hear back?
Templates that suit this role
All of these are single-column and read cleanly by an applicant tracking system. Classic is free, with no watermark.
Questions
What should a BPO fresher write on a resume?
Your languages and how well you speak them, typing speed, any customer-facing work (even part-time), and that you can work rotational shifts if you can. Keep it to one page.
Is there a fee to join a BPO job?
No genuine employer charges a fee to hire you. A BPO "job" that asks for a registration or training fee is a scam; see the registration fee warning sign.
Next: the Customer Care Executive cover letter the app drafts from this resume, and how to show Data entry on a resume.
More service & support resume examples: Front Office Executive · Data Entry Operator · Store Manager · Chef