CUSTOMER SERVICE ADVOCATE SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: September 18, 2024 - The Customer Service Advocate excels in utilizing multiple forms of communication while maintaining proficiency in software and technology. Strong problem-solving skills allow for independent work, managing sensitive customer issues with professionalism. A bilingual individual with exceptional verbal and written English communication, ensuring clarity and support across various products and processes.

Essential Hard and Soft Skills for a Standout Customer Service Advocate Resume
  • CRM Proficiency
  • Data Management
  • Multichannel Tools
  • Troubleshooting
  • Product Knowledge
  • Conflict Resolution
  • Reporting
  • Bilingual Communication
  • Call Operations
  • Quality Compliance
  • Listening Skills
  • Empathy
  • Time Management
  • Problem Solving
  • Patience
  • Adaptability
  • Clear Communication
  • Emotional Intelligence
  • Conflict Mediation
  • Teamwork

Summary of Customer Service Advocate Knowledge and Qualifications on Resume

1. BA in Psychology with 2 years of Experience

  • Extensive software skills required including Microsoft Office.
  • Ability to communicate clearly in both verbal and written communication.
  • Pleasant telephone manner and proper phone etiquette.
  • Ability to think on feet when dealing with customers.
  • Familiarity with Google office products (Drive, Gmail and Docs)
  • Ecommerce or Retail background
  • Experience interacting with customers
  • Ability to work effectively in a team environment required
  • Ability to learn and retain in a complex environment.

2. BS in Business Administration with 4 years of Experience

  • Experience working in retail, customer service functions, call centers, or other one-on-one environments (specifically those involving digital communication platforms)
  • Strong understanding of Facebook, Instagram and other social channels & platforms
  • Ability to adapt and respond appropriately to dissatisfied customers.
  • Excellent written and verbal skills
  • Ability to communicate effectively with the Customer Service Manager
  • Motivation to multi-task, prioritize and manage time efficiently with minimal supervision
  • Excellent problem solving ability
  • Capacity to work well with others
  • Easily adaptable to change in a fast paced, deadline driven environment
  • Working knowledge of Apple product technology

3. BA in Communications with 3 years of Experience

  • Experience directly interacting with the public, delivering high touch, experiential interactions – preferably in a healthcare call center, ministry, education, military, retail, hotel/concierge , non-profit, financial services, travel agency, real estate or other customer advocate role
  • Strong written & verbal communication skills 
  • Ability to multi-task, prioritize and effectively adapt to a fast paced changing environment 
  • Demonstrated organizational and communication skills 
  • Ability to seamlessly, multi-task while using multiple systems, to efficiently provide service to members
  • Deep problem solving skills with demonstrated ownership of issue resolution
  • Possess top-notch people skills – listening, caring, connecting, empathy, and supporting
  • Highly perceptive individual with strong self-awareness and empathy in interacting with various audiences
  • Demonstrated propensity for responsiveness and a sense of urgency when helping members
  • Demonstrated ability to uphold Aetna’s values of caring, inspiration, integrity, and excellence in each member interaction and in building team cohesiveness
  • Strong skillset in the use of the suite of Microsoft Office tools

4. BS in Marketing with 5 years of Experience

  • Experience utilizing multiple forms of communication
  • Software and technology proficient
  • Ability to work independently and professional appearance
  • Exceptional verbal and written communication
  • Fluency in written/verbal English, bilingual (verbal & written)
  • Willing to submit to a pre-employment background check and drug screening
  • Ability to articulate directions to various audiences, especially in emergency situations
  • Must have the ability to understand and support multiple products and processes associated with those products
  • Possess the ability to handle customers with sensitive issues, confidentially, while maintaining the professional Customer Support image of Heartland
  • Meet or exceed quality, productivity, attendance, educational, and punctuality standards.
  • Must handle constructive feedback well
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