Customer service jobs: how to get hired

In an interview, you’ll almost certainly be asked what good service looks like to you. Employers aren't looking for a textbook answer; they want to see that you understand the human side of the job.

Good customer service is about three things:

• Empathy: Putting yourself in the customer’s shoes and understanding their frustration or excitement.
• Problem-solving: Not just saying "I can’t do that," but finding out what you can do to help.
• Consistency: Providing the same high level of care to the first customer of the day as you do to the last one.

A practical example of "great" service is not just fulfilling a request, but anticipating a need. If a customer at a hardware store is buying paint, great service is asking if they have enough brushes or drop sheets before they head home. It saves them a trip and shows you’re looking out for them.

To get noticed by recruiters, you need to show you have the right mix of people skills and practical ability. Use active voice on your CV to describe your experience (e.g., "Resolved 20+ customer queries daily" rather than "Was responsible for queries").
Here are the heavy hitters to include:

• Active listening: This means giving the customer your full attention and confirming you’ve understood them before offering a solution.
• Conflict resolution: If you’ve ever handled a grumpy customer without losing your cool, that’s a win. Mention it.
• Digital savvy: Most roles now use some form of software to track orders or talk to customers. Mention any experience you have with POS (Point of Sale) systems, live chat tools, or CRM software.
• Adaptability: Showing you can switch from a face-to-face chat to an email or a phone call is a huge plus in a modern workplace.

Interviewing for a service role is your chance to show your personality. If you’re friendly and helpful in the interview, the employer will know you’ll be the same with their customers.

Many employers use "behavioural questions." They’ll ask for examples of things you’ve done in the past. To give a great answer, use the STAR method:

• Situation: Briefly set the scene.
• Task: What was the problem you needed to fix?
• Action: What specific steps did you take?
• Result: What was the positive outcome?

1. 1. "Can you give an example of a time you provided excellent service?"
   • Tip: Pick a time you went the extra mile, like staying late to help a customer or finding a rare item for them.
2. 2. "How do you handle a customer who is being difficult or rude?"
   • Tip: Focus on staying calm, listening, and not taking it personally. Employers want to see that you can remain professional under pressure.
3. 3. "What would you do if you didn’t know the answer to a customer’s question?"
   • Tip: Be honest. A good answer is: "I would let the customer know I’m not 100% sure, but I’ll find out for them right away," then follow through by asking a manager or checking a resource.

Customer service isn't just retail. Some of the best career paths are in industries that value your people skills over specific technical training:

• Contact centres: Great for those who enjoy variety and want the potential to work from home.
• Medical and dental reception: These roles require a high level of empathy and discretion.
• Tourism and hospitality: Perfect if you love a fast-paced environment and meeting people from all over the world.
• Support and community work: Using your service skills to help people in need is incredibly rewarding.

If you’re looking to give your CV an extra boost, or if you’re moving into a new sector, there are some great Kiwi providers that offer practical certificates:

• ServiceIQ: They offer specialised training for retail, hospitality, and tourism.
• The Open Polytechnic: Great for flexible, online learning if you’re already working.
• Ara Institute of Canterbury: Offers various professional development and service-related certificates.