Chris is an award-winning Product and Training Specialist for AI-powered QA and conversation intelligence software provider, evaluagent. Having started his career as a Customer Service Advisor before progressing into performance coaching roles, Chris has a wealth of knowledge, passion and contact centre experience, and a deep appreciation for the skills and technology needed to be successful in this sector.
Customer service roles are about more than just solving problems – they’re about creating positive experiences that foster loyalty and trust. Even if you don’t have experience in a contact centre, highlighting transferable skills like active listening, multitasking and resilience can set you apart.
This is an ever-evolving industry in which technology is playing an increasingly important role. Understanding the influence of AI can further demonstrate your readiness to succeed.
Can you see yourself in a customer-facing role? Here’s a guide to help you craft a strong application and position yourself as an ideal candidate.
1) Active listening: The foundation of great customer service
Active listening means fully understanding customers’ concerns, validating their feelings, and offering meaningful solutions
Did you know that 96% of customers remain loyal to a business that resolves their complaints effectively (CustomerThink)?
How to develop active listening skills:
- Practice summarising what others say to confirm your understanding.
- Role-play customer interactions to hone empathy and responsiveness.
How to showcase it without experience:
Highlight relevant situations:
Example: “As a peer mentor, I actively listened to students’ concerns, ensuring I fully understood their challenges before offering support.”
2) Multitasking: managing complex customer needs
Customer service professionals often need to juggle tasks like handling live chats, emails, and calls simultaneously.
In today’s landscape, customers expect seamless service across multiple channels, requiring agents to adapt quickly (Salesforce’s Connected Customer Report).
How to learn multitasking:
- Use task management tools like Trello to prioritise responsibilities.
- Take on roles that require coordination, like planning events or managing multiple deadlines.
How to showcase it without experience:
Highlight transferable experiences:
Example: “While managing a student council event, I balanced coordinating logistics, communicating with stakeholders, and resolving on-the-spot challenges.”
3) Resilience: thriving under pressure
Resilience is the ability to stay calm and effective in challenging circumstances – a vital skill in customer service.
By developing resilience, you’ll be safeguarding against burnout and ensuring consistent performance, a common challenge in high-pressure environments (HubSpot).
How to develop it:
- Build mindfulness practices, like journaling or meditation, to improve emotional endurance.
- Reflect on personal challenges and how you overcame them, rather than dwelling on the negative.
How to showcase it without experience:
Share personal growth examples:
Example: “During a charity fundraiser, unexpected changes required me to adapt quickly, reallocate tasks, and maintain a positive attitude.”
4) Embracing AI: the future of customer service
AI is transforming customer service by automating repetitive tasks and providing valuable insights to enhance productivity.
In fact, Gartner reports that 83% of enterprises plan to invest in generative AI, with 94% of customer service leaders exploring its use to support employees (Gartner CX Research).
How to embrace it:
- Take courses on AI in customer service from platforms like Coursera or LinkedIn Learning.
- Stay informed by reading industry blogs or reports on AI trends.
How to showcase it without experience:
- Highlight proactive learning:
Example: “Completed a course on the role of AI in customer experience, gaining insights into tools which use conversation intelligence and other AI-powered features.”
5) Crafting a CV and cover letter that shine
When you lack direct experience, your CV and cover letter should emphasise transferable skills, adaptability, and familiarity with industry tools.
CV tips:
- Consider using a skills-based format to highlight your biggest strengths, like communication and problem-solving.
- Quantify achievements where possible:
Example: “Increased event attendance by 25% through targeted, efficient planning.”
Cover letter tips:
- Start with enthusiasm:
Example: “I’m excited to bring my strong interpersonal skills and adaptability to your customer service team.”
- Connect past experiences:
Example: “While volunteering as a mentor, I developed active listening and problem-solving skills to assist students effectively.”
Final thoughts: taking your first step into customer service
Customer service is an opportunity to make a meaningful impact while building versatile skills. Even without direct experience, highlighting transferable abilities like active listening, resilience, and multitasking can make you a standout candidate.
By familiarising yourself with customer experience (CX) tools and embracing the evolving role of AI, you’ll position yourself not just for today’s roles, but for future innovations in the field.
It’s never too late to start your journey – remember, great customer service is about more than solving problems. It’s about creating lasting connections.
Author: Chris Mounce, Product and Training Specialist for evaluagent
Thanks for the valuable tips I’ll focus on these top 5 skills to help me stand out in my customer service career