Customer Service Representative Cover Letter Example

Five reply templates I wrote for delivery delays cut our average reply time by about a minute, and the whole team at Harbour Home Goods now uses them. I am applying to be a Customer Care Advisor at Fernhill Furniture to keep making fixes like that for customers who are waiting on a delivery.

I handle about 60 chat and phone contacts a day about orders, returns and delivery problems, and over the last two quarters I resolved 88% of them on the first contact, up from 79% at the start. When a product arrives faulty, I send the warehouse photos and order notes together, so nobody has to ask the customer the same questions twice. I try to write each reply for two readers at once: the customer who wants an answer and the colleague who may pick the case up tomorrow.

Fernhill's own van crews and its new evening chat are why I want to work there. With its own crews, a damaged sofa is something the team can actually put right, and I already work with the warehouse on damaged and faulty items. Evening shifts on a rota suit me too: twice a month I cover escalations for the evening shift and leave a clear case note for the next agent. Before this I spent two years at Calder Garden Center processing returns at the till, so I have seen a return from both sides of the counter.

The five delivery-delay templates can come with me to an interview, with customer names taken out, so you can judge my writing on real replies rather than on this letter.