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Senior customer service agent skills for your resume and career

Updated January 8, 2025

6 min read

Below we've compiled a list of the most critical senior customer service agent skills. We ranked the top skills for senior customer service agents based on the percentage of resumes they appeared on. For example, 8.1% of senior customer service agent resumes contained inbound calls as a skill. Continue reading to find out what skills a senior customer service agent needs to be successful in the workplace.

15 senior customer service agent skills for your resume and career

1. Inbound Calls

Here's how senior customer service agents use inbound calls:

Received inbound calls from members/providers inquiring on dental insurance services.
Answered high-volume inbound calls regarding customer accounts.

2. Customer Satisfaction

Here's how senior customer service agents use customer satisfaction:

Handled escalated customer service calls efficiently and professionally, achieving customer satisfaction while adhering to company policies and procedures.
Resolved clearance and delivery issues with the objective to efficiently expedite customs clearance and maximize customer satisfaction.

3. Customer Complaints

Here's how senior customer service agents use customer complaints:

Recorded, investigated and resolved customer complaints as detailed in the Grievance Procedure narrative.
Self-motivated problem solver consistently delivers accurate and timely processing of claims, customer complaints.

4. Problem Resolution

A problem resolution refers to how a person identifies the problem, determining its cause, creating a reasonable solution, and implementing a conclusion. With the help of a client specialist, it is easier to handle such a situation. Problem resolution plays a vital role in helping resolve problems efficiently and effectively.

Here's how senior customer service agents use problem resolution:

Provide quality customer service and problem resolution by analyzing situations and determine and execute appropriate action to fulfill customer expectations.
Coordinate problem resolution with co-workers and managers.

5. Customer Inquiries

Here's how senior customer service agents use customer inquiries:

Provided user support to approximately 100 traces per day including responding to customer inquiries and providing problem diagnosis and resolution.
Access all resource materials needed to effectively and accurately interpret and resolve customer inquiries and concerns.

6. Credit Card

A type of card issued by banks and other financial institutions, that enable users to manage and borrow their finances is called a credit card. The funds borrowed from a financial institution through a credit card are meant to be paid back along with certain amounts of interest imposed by the bank.

Here's how senior customer service agents use credit card:

Provided detailed information about customer's credit card accounts.
Answered calls in an inbound call center answering general membership questions and receiving member payment via credit card.

7. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how senior customer service agents use outbound calls:

Provided superior customer service to all inbound and outbound calls primarily by utilizing problem solving and negotiation skills.
Handle incoming customer service calls and preform outbound calls and up selling product whenever possible.

8. FedEx

Here's how senior customer service agents use fedex:

Maintained corporate communication systems relating to FedEx computer applications.
Educated customer on competitive benefit of using FedEx.

9. Order Entry

Order Entry is the term used to describe and refer to the process of and steps necessary in order to log a customer's order in a company's or organization's order filing systems.

Here's how senior customer service agents use order entry:

Answered, screened and directed incoming calls / took online and phone orders from customers; order entry.
Created OPTIM Order Entry Process to Streamline Order Entry for Department

10. Customer Accounts

Here's how senior customer service agents use customer accounts:

Research and analyze customer accounts, post voids, perform customer service duties, and customer financing.
Determined and issued appropriate adjustment through applying and denying refunds or credits to customer accounts.

11. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how senior customer service agents use troubleshoot:

Account Maintenance Problem Solve and Troubleshoot Sales Staff Support
Assisted customers shipment processing Troubleshoot and resolved issues involving packages Returned undeliverable packages Processed international paperwork Answered incoming calls and customer inquiry

12. Customer Issues

Here's how senior customer service agents use customer issues:

Established and maintained strong and positive customer relationships, resolving customer issues that exceeded customer expectations.
Communicated customer issues, new opportunities and competitive concerns to management.

13. Logistics

Logistics is a complete organization and implementation of a problem. Logistics are often considered in a complex business operation, as some works need detailed plannings. Logistics are also used in military action.

Here's how senior customer service agents use logistics:

Analyzed business logistics processes and identified areas for improvement and cost savings.
Worked primarily in customer service and tower logistics.

14. ISO

Here's how senior customer service agents use iso:

Reviewed and implemented technical specifications and procedures to meet ISO 9001 Certification.

15. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how senior customer service agents use customer service:

Encouraged positive customer experiences with a high level of excellent customer service by resolving all problems effectively and without hesitation.
Team Player with strong organizational skills consistently seeking customer service improvements within my area of responsibility.

What skills help Senior Customer Service Agents find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

List of senior customer service agent skills to add to your resume

The most important skills for a senior customer service agent resume and required skills for a senior customer service agent to have include:

Inbound Calls
Customer Satisfaction
Customer Complaints
Problem Resolution
Customer Inquiries
Credit Card
Outbound Calls
FedEx
Order Entry
Customer Accounts
Troubleshoot
Customer Issues
Logistics
ISO
Customer Service

Customer Problems
Customer Support
Billing Issues
Customer Orders
Quality Standards
Computer System
Medicare
FAA
POS
Customer Interaction
Product Knowledge
Telephone Calls
Customer Retention
Dangerous Goods
Process Payments

Bank Deposits
Financial Transactions
Quality Customer Service
PowerPoint
Account Maintenance
Hazardous Materials
Customer Relations
Customer Expectations
Cash Drawers
RMA
Technical Issues
Customer Calls
AS400
Ticket Counter
Annuities

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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