INDUSTRY STATS
According to the U.S. Bureau of Labor Statistics, Customer Support positions are at a -1% growth rate, which is little to no change. With that said, there are currently 2,923,400 jobs in the market right now. The total number of jobs is expected to decrease by -34,500 to 2,888,900 in the period of 2020-30.
What’s more, the median annual wage for the Customer Support jobs was $35,830 in May 2020. The lowest 10% earned less than $11.59 per hour, and the highest 10% more than $27.80 per hour.
Our conclusion? The Customer Support job market is facing competition due to decreasing demand.
Top customer care manager sections that make the best resume
- Header
- Professional summary
- Experience (with numbers and results)
- Relevant skills
- Education
- Certifications
Writing a memorable experience section: customer care manager resume edition
Checklist: ways to make your experience section stand out
- Find balance: use 4-6 bullet points per position;
- Include positions that are relevant to the job you’re applying for;
- Use action verbs when describing your responsibilities and results;
- Highlight your achievements by adding numbers to them (e.g. instead of saying “achieved a steady increase in…”, say “achieved an X% increase in…”);
- Prove that you’re willing to work hard, both individually and in a team.
We’ve gathered the most impressive Customer Care Manager experience sections from real Enhancv resumes. Check them out for some additional inspiration!
- Managed over 300 oven projects per year from National Key Accounts valued at $6.5 Million total
- Investigated Tim Hortons delivery complaints, found root causes and activated measures that reduced returns and incorrect orders by 50% within 6 months
- Led SOP creation and training for new SAP Credit Memo Process for Customer Care Department
- Managed over 300 oven projects per year from National Key Accounts valued at $6.5 Million total
- Investigated Tim Hortons delivery complaints, found root causes and activated measures that reduced returns and incorrect orders by 50% within 6 months
- Led SOP creation and training for new SAP Credit Memo Process for Customer Care Department
- Managed Customer Invoice Portals directly invoicing for over $500,000
- Successfully managed and resolved over 500 customer complaints and issues within agreed timescales
- Developed and implemented a new defect categorization system, resulting in a 20% reduction in contra-charges to subcontract trades and customers
- Improved customer satisfaction ratings by 15% through effective management of customer expectations and communication
- Managed a team of technicians and subcontract trades to efficiently resolve defects and complete end of defect works for housing associations
- Maintained accurate records of all defect works using Clixifix and ensured paperwork completed by construction and sales teams was clear and complete
- Established and maintained good working relationships with technicians, suppliers, subcontract trades, and housing associations
- Managed a team of 20 customer service representatives and improved team performance by 25%
- Implemented a new customer service training program, resulting in a 15% increase in customer satisfaction ratings
- Reduced customer complaints by 20% through improved communication and issue resolution processes
- Developed and implemented a new customer feedback system, resulting in a 30% increase in customer feedback submissions
- Implemented new technology solutions to improve customer service operations and increase efficiency
- Implemented new customer service processes and training programs resulting in a 30% decrease in average response time
- Developed and maintained relationships with high-value clients, resulting in a 25% increase in revenue
- Managed team performance and created incentive programs, resulting in a 15% decrease in employee turnover rate
- Conducted market research and analysis to improve customer retention rates and decrease churn rate by 10% within the first six months
- Achieved a 95% customer satisfaction rate through effective communication and problem-solving skills
- Consistently exceeded monthly sales targets by an average of 20%
- Developed and implemented customer retention strategies, resulting in a 10% increase in customer retention rate
- Collaborated with the marketing team to develop promotional campaigns that led to a 15% increase in customer acquisition
PRO TIP
In writing your Customer Care Manager resume, you will no doubt want to list your previous duties - as you should. But steer clear of just listing your duties, instead of your achievements. Make your resume stand out by communicating what you have done, and not merely what the job needed you to do.
Action verbs for your customer care manager resume
Recommended reads:
Customer care manager resume: Crafting a strong skills section
Do this if you want to make your skills section stand out.
- Check the job advert for keywords and add them to your skills section to pass ATS;
- List only skills that are relevant to the position to keep the hiring manager focused;
- Balance between hard, soft, and technical skills;
- Elaborate on some of your strongest skills in other sections of your Customer Care Manager resume, e.g. the experience section or your resume’s summary.
Top skills for your customer care manager resume
Salesforce
MS Office
CRM
Forecasting
Cold Calling
Business Development
Customer Service
Project Management
Relationship Building
Time Management
Storytelling
Research / Information Gathering.
Critical Thinking
Problem Solving.
Tech Savvy
Networking
PRO TIP
When describing your experience, don’t go too far from its terminology. Recruiters use ATS systems to filter resumes based on them having certain keywords, so make sure you use at least a few keywords mentioned in the job description.
Customer care manager resume header: tips, red flags, and best practices
Checklist for your customer care manager resume header
- Your name and surname in a legible and larger resume font
- The job title you’re applying for or your current job title as a subheading to your name
- Link to your portfolio or online profile, such as LinkedIn
- Address (City and State for the US; just your city for rest of the world)
- Email address
- Headshot (required or welcomed in the EU; not required and sometimes frowned upon in the US)
Stick to popular email providers such as Gmail or Outlook. And use these professional formats to create your username:
- first.last@gmail.com
- last.first@gmail.com
- firstlast@gmail.com
- f.last@gmail.com
- first.l@gmail.com
Recommended reads:
PRO TIP
Some companies, states, and countries have policies about identifying information like photos on your Customer Care Manager resume. Be sure to check all the relevant rules before submitting yours. If you’re in doubt, you can always try contacting the company’s HR department to ask for their policy.
How to write an inspiring customer care manager resume summary
Checklist: Writing a resume summary that makes you stand out
- Keep it short and use well-structured sentences;
- Mention your total years of experience in the field and your #1 achievement;
- Highlight your strengths and relevant skills;
- Add keywords from the company’s website or the job description.
Resume summary formula:
PRO TIP
Include a link to your portfolio in your resume header. Most companies will require that you include one in your resume, and even if they don’t, it’s an excellent opportunity to directly show them your proudest projects.
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Making the education section of your customer care manager resume stand out
Education section checklist for your customer care manager resume:
- List your highest education degree: including your major, year of graduation, and the institution you attended;
- Highlight the extracurricular activities that have helped you gain additional expertise;
- Share more about the certifications you’ve got, especially if they are relevant to the job position;
- Entry-level applicants: Mention relevant courses and projects.
Top Certifications for your Customer Care Manager resume
Customer Retention: Maximise Your Profits
How CRM, Customer Care, Customer Service, Customer Satisfaction, and Customer Experience will 10X your profits.
Customer Success Manager: Fundamentals to your CSM career
The foundations to become a great Customer Success Manager in a tech company. A very well paid profession on the rise
Customer Service Mastery: Delight Every Customer
Master Customer Service using this practical customer care course
Customer Success | How to Understand Your Customers
Turn Listening into Fantastic Results
The Customer: How to Understand Their Needs (BITE SIZE)
Be guided on understanding the modern customer and how their needs have changed over time
Recommended reads:
PRO TIP
If you hold a certain major and a minor, your majors should be mentioned first.
Customer care manager resume: Formatting tips & tricks
Which came first: the hen or the egg? This question reminds us of the thing our resume experts hear most often in their job – which comes first: the content or the format? Well, we advise you to pick the format first and then go on with drafting your resume’s content.
And how do you choose a resume format? Well, based on your applicant profile. In general, there are three basic resume formats for you to choose from:
- Reverse-chronological resume format;
- Functional skills-based resume format;
- Combination (or Hybrid) resume format.
Let’s look at each one of them in more detail:
The reverse-chronological resume format is quite straightforward. Here, you describe all your previous jobs in a reverse-chronological form, meaning your latest job comes first. This resume format is great for people with lots of experience and skills who don’t have any career gaps.
If you are a recent graduate or don’t really have much experience in the industry you’re applying for, go for the functional skills-based resume format. This format focuses on skills and character traits, rather than experience. It makes the hiring manager realize you’re the perfect fit for the role without putting too much emphasis on your work history.
And if you’re looking for something a bit more intriguing and exciting, check out the hybrid resume format. It’s a combination of the reverse-chronological and functional skills-based formats, which makes it great for all types of job-seekers. The hybrid resume allows you to showcase both your professional experience and your skills, education, and additional qualifications. If you’re feeling creative, add a separate section about your typical day or life philosophy.
Our top style and layout resume format tips:
- Go for a standard 12p resume font;
- Choose 1-inch resume margins for a professional and easy-to-read feel;
- ry your best to fit your resume in a one-page template. If you’re a professional with over 10 years of relevant experience, having a two-page resume is also fine;
- Make sure to save your resume as PDF – this will help you avoid unwanted editing and formatting issues.
Read this: How to make your resume stand out
Recommended reads:
PRO TIP
If you feel that you don’t have high chances in a particular company, due to lack of relevant experience, then you can still consider using a creative layout. That might help you get noticed and invited for an interview, as most of the other applicants will have boring resume designs.
Other sections that’ll look good on your Customer Care Manager resume
Do you want to move beyond the traditional skills, education, and experience section? Easy-peasy!
Just choose one or two additional sections to help recruiters get a fuller picture of who you are, both as a person and as a professional:
Adding a splash of creativity to your customer care manager resume
Boring resumes are no longer an option if you’re looking to impress recruiters.
And no matter whether you’re looking to give your old resume a new life or want to start building a new one from scratch, being at least moderately creative is always a good idea. Do this by adding a ‘favorite books’ section or even a pie chart of what your typical day looks like.
What makes a great customer care manager resume: key takeaways
- Choose a resume layout that sends the right message across and fits your current career situation;
- Create a resume header that shows your desired job title, and easy to find contact numbers;
- Be specific about your experience, accomplishments and future goals in your summary;
- Feature detailed metrics and specific examples that show the impact you made in your previous roles when describing your experience;
- List soft skills backed by examples;
- Add all of your technical skills and certifications that you have and match the job description;
- Show off a dash of personality in your resume that will demonstrate your culture fit and the right mix of hard and soft skills.
