Customer service by phone and WhatsApp: which skills should you demonstrate?
Phone calls and written requests require different skills. Show that you adapt your tone, verify information and retain useful records across channels.
Structure phone conversations
Introduce yourself under the service’s instructions, listen and paraphrase. Explain holds or transfers before acting. End with a summary of actions and the next contact.
“To summarise, you want to check your request’s status. I will review available information and explain whether another team needs to help.”
Voice or caller number alone does not establish identity. Follow required checks before disclosing account information.
Stock illustration, not associated with a real complaint : Yan Krukau / Pexels.
Make written next steps clear
On WhatsApp or another approved channel, write concise messages containing context, verified information and next action. Check names, references and attachments. This fictional example does not describe a particular WhatsApp feature.
“Hello, fictional request W-04 is being reviewed. We still need the order reference. Please provide it through our service’s approved channel so we can continue checking.”
Avoid repetitive messages or unnecessary long voice notes. Follow employer response hours and rules.
Connect channels
| Situation | Skill |
|---|---|
| Message after a call | Accurate summary of agreed points |
| Existing request | Find the reference and avoid duplicates |
| Internal handover | Useful history without excessive data |
Sending a reply is not resolution. Record status and next action in the approved tool.
Protect customer information
Use authorised accounts and devices. Never request passwords or secret codes to simplify support. Do not put conversation screenshots in portfolios or forward data to personal accounts.
Present your skills
CV example: “Handled calls, clarified requests and wrote professional replies; tracked actions and escalated cases requiring approval.”
Adapt this to actual practice. Prepare a simulated call and two fictional messages. Explain how spoken and written communication differ while accuracy, traceability and authority limits remain consistent.
Explore vacancies on Kamerjob and adapt your application to the actual requirements. Prepare your CV with the Kamerjob CV builder.
Illustrative stock cover : Tima Miroshnichenko / Pexels. The people pictured are not associated with a Kamerjob employer or the fictional cases.
The Kamerjob team
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