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8 Customer Support Agent Skills Employers Look For

As the face of a company, customer support agents in the UK maintain customer satisfaction and loyalty. Employers seeking to hire for customer support jobs prioritise candidates with solid customer support agent skills. These skills enable professionals to efficiently address customer concerns, provide helpful solutions, and ensure positive experiences.

Let’s explore the eight most important customer service agent skills for a CV.

Excellent Communication Skills
Excellent Communication Skills
Clear and effective communication is the foundation of good customer service agent skills. A support agent must be able to convey information clearly, listen actively, and respond in a way that the customer can easily understand. It applies to verbal and written communication, as many support roles require phone, email, and live chat interaction.
 

How to Develop It:

  • Practice active listening by focusing entirely on the customer’s concerns without interrupting.
  • Improve your written communication by proofreading your responses and ensuring they are clear and concise.
  • Work on tone modulation to maintain professionalism, whether the communication is formal or conversational.

Employers consistently prioritise the communication skills of a customer service agent because effective communication leads to quicker resolutions and higher customer satisfaction.

Empathy
Empathy
One of the most valued customer support representative skills is empathy. Customers often contact support when they are frustrated, confused, or upset. Understanding and relating to their emotions helps build trust and rapport.
 

How to Develop It:

  • Put yourself in the customer’s shoes and imagine how they feel.
  • Use phrases that show understanding, like “I can see how that would be frustrating.”
  • Practice emotional intelligence by staying calm and composed even under challenging situations.

Showing empathy demonstrates that you care about the customer’s concerns, which can make challenging conversations smoother and more productive.

Problem-Solving Skills
Problem-Solving Skills
Customers contact support because they need solutions. Thus, strong problem-solving skills are among the top customer service agent skills required for success. It requires diagnosing the issue quickly, identifying potential solutions, and implementing the most effective one.
 

How to Develop It:

  • Sharpen your analytical thinking by breaking down problems into smaller components to tackle one step at a time.
  • Stay informed about common product or service issues to provide quick, informed responses.
  • Learn to ask the right questions to understand the root of the problem.

Demonstrating problem-solving skills on your CV can make it strong and increase your chances of standing out in the pool of candidates.

Patience
Patience
Patience is another crucial skill of a customer service agent. Customers may not always communicate their issues clearly or be frustrated. Staying calm and composed is critical to resolving these situations effectively.
 

How to Develop It:

  • Practice mindfulness techniques like deep breathing to stay calm in stressful situations.
  • Remind yourself to give customers time to express their concerns without interrupting or rushing them.
  • Focus on the long-term goal of resolving the customer’s issue rather than the immediate frustration.

Patience helps ensure that customers feel heard and respected, often leading to higher satisfaction.

Technical Knowledge
Technical Knowledge
In today’s tech-driven world in the UK, customer support agents often need a strong understanding of the products or services they support. Solid technical knowledge is essential in industries like software, electronics, or telecommunications, where customers rely on the agent’s expertise to troubleshoot issues.
 

How to Develop It:

  • Continuously update your knowledge about the product or service you support through training or research.
  • Use any downtime to familiarise yourself with the tools or platforms used in customer support.
  • Practice troubleshooting common issues and log solutions for future reference.

Employers often list technical knowledge as part of customer service duties and responsibilities, especially when hiring for support roles in specialised fields.

Multitasking Ability
Multitasking Ability
Handling multiple tasks simultaneously is common in many customer support jobs. Agents must often manage several conversations simultaneously, update internal systems, and provide accurate responses—all without compromising the quality of service.
 

How to Develop It:

  • Use time management tools or software to keep track of tasks and deadlines.
  • Practice switching between tasks quickly and efficiently without losing focus on any one of them.
  • Break large tasks into smaller, manageable steps to avoid becoming overwhelmed.

Mastering multitasking can set you apart as an effective and efficient support agent, a valuable employer asset.

Adaptability
Adaptability
The ability to adapt to changing situations is one of the most essential customer support representative skills. Policies, tools, and customer expectations can shift frequently in customer service. Agents who can quickly adjust to new challenges are highly sought after.
 

How to Develop It:

  • Keep a positive and open-minded approach to changes in the work environment.
  • Learn new tools or platforms before they are introduced to stay ahead.
  • Embrace challenges as opportunities to learn and grow.

Adaptability is vital to thriving in customer support roles where flexibility and continuous improvement are valued.

Positive Attitude
Positive Attitude
Lastly, maintaining a positive attitude is crucial to creating a welcoming environment for customers, even when frustrated. Good customer service agent skills include staying upbeat and professional, regardless of the situation's difficulty.
 

How to Develop It:

  • Start each day by setting a positive intention and reminding yourself of your purpose in helping others.
  • Reframe challenges as opportunities to provide outstanding service.
  • Practice stress-relief techniques, such as taking breaks or talking with colleagues, to maintain mental well-being.

A positive attitude helps foster a supportive environment that benefits both the customer and the team.

Conclusion

Whether you seek to improve your existing skill set or are new to the field, understanding the top customer service agent skills can improve your career prospects. You can succeed in your jobs by developing these customer service skills to make the CV strong. Cultivate these skills, and you'll be well on your way to building a successful career in customer support at HGS UK.