{"id":54671,"date":"2025-09-03T08:47:23","date_gmt":"2025-09-03T08:47:23","guid":{"rendered":"https:\/\/www.clevry.com\/?p=54671"},"modified":"2025-09-03T08:47:24","modified_gmt":"2025-09-03T08:47:24","slug":"hiring-customer-support-talent-in-2025-these-are-the-traits-to-prioritise","status":"publish","type":"post","link":"https:\/\/www.clevry.com\/en\/blog\/hiring-customer-support-talent-in-2025-these-are-the-traits-to-prioritise\/","title":{"rendered":"Hiring Customer Support talent in 2025? These are the traits to prioritise"},"content":{"rendered":"\n<p>Hiring for customer support has changed. It\u2019s no longer just about finding someone who\u2019s friendly on the phone or quick with a polite email. As the pressures on frontline teams grow, employers are shifting focus from pure service orientation to psychological durability.<\/p>\n\n\n\n<p>Our <a href=\"https:\/\/www.clevry.com\/en\/hiring-intelligence-report-q2-2025\/\">Q2 Hiring Intelligence Report 2025 (HIRe)<\/a>, based on over 400,000 psychometric assessments, shows a sharp change in the personality traits most commonly assessed for customer support roles. While empathy and approachability still matter, they\u2019re no longer enough. What businesses are now prioritising are the traits that help people stay effective when things go wrong.<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-gallery has-nested-images columns-default is-cropped wp-block-gallery-1 is-layout-flex wp-block-gallery-is-layout-flex\">\n<figure class=\"wp-block-image size-large\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"535\" data-id=\"54673\" src=\"https:\/\/www.clevry.com\/wp-content\/uploads\/Hiring-Customer-Support-talent-in-2025-These-are-the-traits-to-prioritise-1024x535.png\" alt=\"Hiring Customer Support talent in 2025 These are the traits to prioritise\" class=\"wp-image-54673\" srcset=\"https:\/\/www.clevry.com\/wp-content\/uploads\/Hiring-Customer-Support-talent-in-2025-These-are-the-traits-to-prioritise-1024x535.png 1024w, https:\/\/www.clevry.com\/wp-content\/uploads\/Hiring-Customer-Support-talent-in-2025-These-are-the-traits-to-prioritise-300x157.png 300w, https:\/\/www.clevry.com\/wp-content\/uploads\/Hiring-Customer-Support-talent-in-2025-These-are-the-traits-to-prioritise-150x78.png 150w, https:\/\/www.clevry.com\/wp-content\/uploads\/Hiring-Customer-Support-talent-in-2025-These-are-the-traits-to-prioritise-768x401.png 768w, https:\/\/www.clevry.com\/wp-content\/uploads\/Hiring-Customer-Support-talent-in-2025-These-are-the-traits-to-prioritise.png 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/figure>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Resilient is now the #1 personality trait in Customer Support<\/strong><\/h2>\n\n\n\n<p><em>Resilient<\/em> has overtaken <em>Listening<\/em> to become the <strong>most assessed personality trait in customer support roles<\/strong>. That shift tells us something important: employers are screening for candidates who can absorb stress without passing it on.<\/p>\n\n\n\n<p>Customer-facing roles often involve complaints, emotional labour, and repetitive strain. In these contexts, it\u2019s not the most charming candidates who thrive, it\u2019s those who can remain calm, bounce back quickly, and keep going.<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>What to look for:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Stability after difficult interactions<\/li>\n\n\n\n<li>Ability to move on from one issue to the next without emotional carryover<\/li>\n\n\n\n<li>Signs of internal regulation and recovery when under pressure<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Listening holds strong at #2<\/strong><\/h2>\n\n\n\n<p>Although it has been displaced from the top spot, <em>Listening<\/em> remains critical. Customer support still relies on understanding problems quickly and responding with relevance. But in a high-stress environment, listening must be paired with resilience to deliver consistent service.<\/p>\n\n\n\n<p>A high <em>Listening<\/em> score with low <em>Resilience<\/em> might indicate someone who cares deeply, but struggles to manage emotional load. That profile is at risk of burnout.<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>What to look for:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Attentive responses without interruption<\/li>\n\n\n\n<li>Clarification questions that show real understanding<\/li>\n\n\n\n<li>Balanced tone, not overly emotive, but engaged<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Calm has climbed the ranks<\/strong><\/h2>\n\n\n\n<p><em>Calm<\/em> has moved from Rank 5 to 3 in customer support hiring. This indicates a rising emphasis on steady emotional output. When a customer is angry, confused, or upset, the last thing they need is a support rep who mirrors that energy.<\/p>\n\n\n\n<p>Calmness isn\u2019t just about personality. It\u2019s a behavioural trait. It shows up in how people speak, how they problem-solve, and how they manage emotionally charged scenarios.<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>What to look for:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Slow, even-paced speech<\/li>\n\n\n\n<li>Ability to de-escalate situations verbally<\/li>\n\n\n\n<li>Composed language in writing<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Adaptable and Approachable still matter. But they\u2019re shifting<\/strong><\/h2>\n\n\n\n<p><em>Adaptable<\/em> has dropped slightly from Rank 3 to 4, and <em>Approachable<\/em> has moved up from Rank 6 to 5. These traits are still relevant, but they\u2019re being balanced against more durability-based markers.<\/p>\n\n\n\n<p>Approachability gets someone through the door. But it\u2019s resilience and calm that keep them there when call volumes spike or customers become unreasonable.<\/p>\n\n\n\n<p>Adaptability is still vital in support teams handling multiple systems or working across varied channels. But flexibility without composure is not enough.<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>What to look for:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Willingness to change tone or approach depending on customer profile<\/li>\n\n\n\n<li>Friendly tone that doesn\u2019t sound forced or overcompensating<\/li>\n\n\n\n<li>Comfort with switching between different platforms or communication styles<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>The bigger picture: From politeness to pressure management<\/strong><\/h2>\n\n\n\n<p>Taken together, the top traits in customer support hiring show a clear trend. It\u2019s not about who can smile through the script. It\u2019s about who can stay composed and effective under pressure.<\/p>\n\n\n\n<p>Support teams are often under strain. High contact volumes, emotional interactions, and shifting expectations mean that staff need more than product knowledge or empathy.<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>They need:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Psychological stability<\/li>\n\n\n\n<li>Functional resilience<\/li>\n\n\n\n<li>Behavioural consistency<\/li>\n<\/ul>\n\n\n\n<p>And that can\u2019t be faked in an interview.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What this means for recruiters<\/strong><\/h2>\n\n\n\n<p>If you\u2019re recruiting for customer support, the traditional approach of screening for likeability, communication skills, and previous experience is no longer enough.<\/p>\n\n\n\n<p>You need to assess behavioural traits that predict performance under load. This is where psychometrics come in. The data from the HIRE Report shows exactly what matters most.<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>Key actions:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Introduce role-specific <a href=\"https:\/\/www.clevry.com\/en\/resources\/psychometric-test-for-recruitment-guide\/\">psychometric tests<\/a> that include <em>Resilient<\/em>, <em>Calm<\/em>, and <em>Stress Management<\/em><\/li>\n\n\n\n<li>Stop over-indexing on sociability, it\u2019s not the best proxy for performance<\/li>\n\n\n\n<li>Build structured interview questions that probe for previous behaviour under pressure<\/li>\n\n\n\n<li>Train hiring managers to recognise the difference between warmth and durability<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>The bottom line<\/strong><\/h2>\n\n\n\n<p>Customer support isn\u2019t getting easier. But with the right hiring strategy, it can become more stable.<\/p>\n\n\n\n<p>The <a href=\"https:\/\/www.clevry.com\/en\/hiring-intelligence-report-q2-2025\/\">Q2 2025 HIRE Report<\/a> makes one thing clear: the best support professionals aren\u2019t just empathetic. They\u2019re composed, resilient, and consistent in the face of emotional and operational friction.<\/p>\n\n\n\n<p>If you want fewer dropouts, better service scores, and teams that last longer, start hiring for psychological endurance.<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Hiring for customer support has changed. It\u2019s no longer just about finding someone who\u2019s friendly on the phone or quick with a polite email. As the pressures on frontline teams grow, employers are shifting focus from pure service orientation to psychological durability. Our Q2 Hiring Intelligence Report 2025 (HIRe), based on over 400,000 psychometric assessments, [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":54673,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[64],"tags":[],"class_list":["post-54671","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-assessment"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Hiring Customer Support talent in 2025? 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