Cookie Consent by

What skills are needed for a customer service role?

Discover what skills and qualities you will need to work in a customer service role


Working in a customer service role can be very challenging at times, but also very rewarding. If you are considering a job or career in any customer service role, there are a few things you need to know.

You will need:

  • A positive can-do attitude
  • A helpful and friendly personality
  • Good communication skills
  • To be a good team player
  • To have IT and numeracy skills
  • To be a problem solver

A positive can-do attitude and a helpful and friendly personality will go a long way in a customer service role, because you need to be able to help the customers and provide information about the products and/or services that you offer in a way that makes the customer feel welcome and appreciated.

Having good communication skills will allow you to effectively talk with and listen to the customers, which in turn will help you to understand what they want.

Being able to work in a team will help you succeed in your customer service career because good team work ensures that the day to day running of the business runs smoothly and also ensures that the customers are satisfied with their customer experience.

A career in customer service requires you to have IT knowledge and numeracy skills, because you will need to use digital equipment, for example a till if you work in a shop and you will need to be able to add up items for customers.

You need to be a problem solver because issues may arise when you are working and you will need to think fast and come up with a solution. For example, a customer might be looking for a specific item that you don’t have in stock and you might suggest other items that are similar to the one they are looking for instead, or advise them when you will get it back in stock.