One CV challenge you might encounter in customer service is crafting a document that effectively highlights your problem-solving skills and experience with diverse customers. Our guide offers tailored advice to accentuate these attributes, ensuring your CV stands head and shoulders above the competition.
What information should you include in your customer service CV? Learn how to create your interview-landing and job-winning profile with our bespoke guide on:
- Applying best practices from real-world examples to ensure your profile always meets recruiters' expectations;
- What to include in your work experience section, apart from your past roles and responsibilities?
- Why are both hard and soft skills important for your application?
- How do you need to format your CV to pass the Applicant Tracker Software (ATS) assessment?
If you're writing your CV for a niche customer service role, make sure to get some inspiration from professionals:
Resume examples for customer service
Explore additional customer service cv samples and guides and see what works for your level of experience or role.
By Experience
Senior Customer Service Advisor
- Efficient Structure and Presentation - The CV is well-structured with clearly defined sections, enhancing readability and making it easy to navigate through different aspects of Sienna West's professional background. Each section communicates essential information concisely, ensuring that key accomplishments, skills, and experiences are highlighted effectively without overwhelming the reader.
- Career Trajectory and Growth - Sienna West’s career trajectory demonstrates solid growth within the customer service sector, particularly in the automotive industry. Advancing from a Customer Care Executive to a Customer Service Specialist indicates increased responsibilities and recognition of her competence. Her roles reflect alignment with industry demands, showcasing her capability to handle more complex customer service issues over time.
- Industry-Specific Methodologies and Tools - The CV incorporates industry-specific tools such as CRM systems and new ticketing systems, indicating Sienna's technical proficiency and commitment to enhancing operational efficiency. Her ability to streamline communication processes and improve service delivery accuracy highlights a deep understanding of industry-specific challenges and solutions.
By Role
Customer Service Representative
- Structured Presentation with Role-Specific Clarity - The CV displays a well-organized layout, beginning with a concise summary that effectively highlights Rosie Gray's bilingual capabilities and technical expertise. The structured sections clearly delineate career history, education, skills, and achievements, providing a seamless navigation experience that aligns with her role as a Customer Service Specialist.
- Ascending Career Path Demonstrating Consistent Growth - Rosie's career journey exhibits an admirable trajectory from a Customer Support Specialist to a Customer Service Team Lead. This progression showcases her growing responsibilities and leadership skills, achieving significant milestones such as leading a multilingual team and spearheading AI integration projects, indicating her dedication and adaptability in customer service.
- Proven Impact Through Tangible Results - Her achievements are underpinned by measurable and significant business impacts, from implementing AI solutions to improve issue resolution speed by 25%, to leading projects that resulted in a 30% boost in customer retention rates. These results exemplify her ability to not only solve problems but to also drive strategic initiatives that contribute to the company's bottom line.
Customer Service Team Leader
- Clear and Effective Content Presentation - The CV is structured in a manner that allows key achievements and career advancements to be easily digestible. It employs bullet points for accomplishments and responsibilities, maintaining clarity and conciseness throughout. This structured layout aids in quickly demonstrating core competencies and impact.
- Progressive Career Trajectory - Chloe Bell's career path illustrates a clear progression from Retail Team Leader to Customer Relations Supervisor, and currently as a Customer Service Manager. This upward trajectory in roles reflects a growing expertise and increased responsibility in the customer relations sector.
- Tangible Achievements with Business Impact - Each role lists accomplishable results backed by metrics, such as improving satisfaction scores by a percentage or streamlining operations resulting in significant productivity boosts. These achievements connect clearly to business objectives, showcasing the practical impact of her efforts on operational success.
Customer Service Manager
- Organized Structure Enhances Readability - The CV is meticulously structured with distinct sections for education, work experience, skills, and certifications. Each section flows logically, making it easy to follow and ensuring that key information is accessible and concise.
- Significant Career Growth within Tech Industry - The candidate’s career trajectory showcases steady growth, moving from junior developer roles to senior positions within the tech industry. Each step is marked by promotions and increased responsibilities, reflecting strong career development over time.
- Deep Technical Expertise in Cloud Computing - This CV highlights unique industry-specific skills related to cloud technologies, such as AWS, Azure, and containerization strategies like Kubernetes and Docker. It demonstrates a solid understanding of current technical trends in the IT sector.
Head of Customer Service
- Structured presentation enhances readability - The CV is well-organized into sections such as experience, education, skills, and achievements, providing a clear narrative of Ethan Palmer’s career. Each section is detailed yet concise, allowing easy navigation and understanding of his qualifications and expertise.
- Consistent career progression in HR and office management - Ethan's career trajectory shows a logical progression from a Customer Service Supervisor to an HR & Office Coordinator. Each role reflects increased responsibilities and influence in the technical and engineering sectors, demonstrating his growth and commitment to his field.
- Emphasis on strategic implementation and efficiency - The CV highlights how Ethan has utilized strategic planning and new technology systems to not only improve workflow and operational efficiency but also enhance employee and client satisfaction, showcasing his strengths in leveraging organizational methodologies to achieve business goals.
Customer Service Director
- Clearly Structured and Concise Presentation - The CV employs a logical structure by efficiently categorizing information into distinct sections such as experience, education, skills, and achievements. Each section is concise yet comprehensive, allowing easy navigation and quick access to key details, making the candidate's qualifications immediately apparent and digestible.
- Strong Career Growth in Business Banking - Demonstrating significant career progression, Ava's journey from Business Analyst to Journey Owner within the banking sector highlights her growing expertise and leadership capabilities. Her promotion from a role focused on analysis to one overseeing customer-centric initiatives underscores her ability to adapt and excel in various facets of her industry.
- Emphasis on Cross-Functional Collaboration and Innovation - Ava's extensive experience in collaborating across business units and her success in aligning diverse teams towards common goals demonstrate her strong adaptability and leadership. Her ability to foster innovation while maintaining compliance reflects a nuanced understanding of balancing creative solutions with regulatory standards, a crucial skill in the banking sector.
Customer Service Executive
- Structured Experience and Career Progression - The CV is well-structured with clearly defined sections, making it easy to navigate. The career trajectory highlights a logical progression through the roles of Customer Service Representative, Senior Customer Service Advisor, and ultimately Customer Service Executive. This upward movement reflects not only proficiency in customer service skills but also professional growth and recognition within the industry.
- Blend of Technical Skills and Methodologies - The application of technical depth through digital systems proficiency is noteworthy, particularly in a service-oriented environment. The candidate has leveraged digital education to advance online account management, exemplifying the integration of technology to enhance service efficiency. Moreover, the adept use of risk management and process improvement methodologies boosts their utility as a proactive problem solver.
- Impactful Achievements Demonstrating Business Relevance - The CV underscores significant achievements with quantifiable metrics that indicate substantial business impact. Highlighting a 30% boost in customer satisfaction ratings and a 20% increase in first-call resolution rates reflect tangible improvements in customer service outcomes, showcasing the candidate's ability to drive strategic organizational goals and elevate service quality.
Customer Service Associate
- Career Trajectory Emphasizes Growth and Specialization - Joshua Patel's CV reflects a clear progression in customer-facing roles, moving from a Customer Service Coordinator to more technical and specialized roles such as Customer Support Specialist and Technical Support Advisor. This illustrates his commitment to deepening his expertise in customer service and support, while also expanding his skill set in technology-driven environments.
- Achievements Highlight Impact and Contribution - The achievements listed in Joshua's CV not only provide quantitative measures of success, such as improving customer satisfaction scores by 30% and increasing Net Promoter Scores by 15%, but also emphasize the broader impact on business processes and team performance. His initiatives led to significant improvements in service quality and efficiency, demonstrating a keen understanding of how individual contributions can drive organizational success.
- Soft Skills and Leadership in Developing Solutions - Joshua's CV reveals a strong foundation in communication, problem-solving, and leadership. His role in training and onboarding new team members and leading projects underscores his ability to guide and inspire others, while his effective communication and relationship-building skills have directly contributed to improved customer interactions and satisfaction.
Customer Service Specialist
- Distinct focus on unscripted interactions - Henry White's CV highlights his ability to effectively manage customer interactions without relying on scripts. This skill not only demonstrates his adaptability in handling diverse situations but also shows a personalized approach to customer service, improving satisfaction rates significantly.
- Progressive career growth within the industry - Over the years, Henry has shown a clear trajectory from a Customer Service Advisor to a Customer Experience Specialist. This progression indicates a deepening expertise and the accumulation of relevant experiences, which are crucial for handling complex customer service environments.
- Strategic implementation of feedback loops - The CV describes a deliberate use of feedback loops, which led to enhanced service delivery and customer loyalty. This innovative method shows Henry's commitment to continuous improvement and his strategic mindset in creating effective customer experience strategies.
Customer Service Coordinator
- Concise and Structured Presentation - The CV is notable for its clear, well-organized layout that succinctly presents the candidate's background. Each section is distinct and provides essential details without overwhelming the reader, allowing for easy navigation through the career timeline, skills, and achievements.
- Demonstrated Career Growth within the Industry - This CV illustrates a cohesive career narrative, highlighting Charlie's progression from an Aftercare Coordinator to a Customer Service Co-Ordinator. The upward trajectory is evident through increased responsibilities, such as team management and process development, reflecting industry-specific proficiency and leadership capabilities.
- Impact of Achievements on Business Outcomes - The CV effectively conveys the candidate’s impact on business performance, not just through quantitative measures like a 95% customer satisfaction rate but also via strategic initiatives like streamlined complaint handling and community engagement programs. These achievements underline Charlie's ability to drive customer satisfaction and operational efficiency.
Customer Service Administrator
- Effective and concise content presentation - The CV exemplifies clear structure, separating sections with precise headings, making it easy to navigate and comprehend. Each section, from 'Experience' to 'Education', is efficiently allocated a specific focus, enhancing the overall readability and showcasing the candidate's ability to communicate critical information effectively.
- Strategic career growth in customer support - Sophia Brooks demonstrates a well-planned career trajectory, progressing from Customer Service Advisor to Customer Support Specialist and Team Lead roles. Her steady advancement highlights her growing expertise and competency in managing customer relationships, particularly in the security services industry. This upward mobility reflects her commitment to continuous improvement and leadership development within her field.
- Emphasis on technical proficiency and CRM expertise - This CV highlights unique industry-specific skills such as CRM systems (HubSpot, Uptick) and ticketing system optimization, underlining Sophia's command over crucial technical tools and methodologies that enhance customer support operations. Her achievements, from optimizing response rates to improving retention strategies, testify to her technical depth and capacity to leverage technology for business outcomes.
Customer Service Analyst
- Effective Content Presentation - The CV is well-structured, providing clarity and concise information. Key sections such as experience, education, and skills are distinctly separated, allowing easy navigation. Each job role is detailed with bullet points emphasizing achievements and specific contributions, ensuring readers can quickly grasp the scope and impact of the candidate’s work.
- Impressive Career Trajectory - Samuel's progression from a Customer Service Coordinator to a Senior Customer Service Analyst at top companies showcases impressive career growth. This trajectory highlights his growing responsibilities and a steady upward movement in the field, indicating strong performance, leadership qualities, and expertise in customer service and process improvement.
- Use of Industry-Specific Tools and Techniques - The CV highlights familiarity with industry-standard tools such as Salesforce CRM, Tableau, and SQL, indicating a high level of technical proficiency. This expertise is further emphasized through the completion of courses enhancing skills in data visualization and CRM optimization, underlining his commitment to staying updated with industry advancements.
Customer Service Supervisor
- Well-structured layout for quick comprehension - The CV is meticulously organized with clear headings and bullet points, allowing for quick navigation and easy identification of key sections such as experience, education, and skills. This uncluttered format supports a concise and comprehensive presentation of the candidate’s qualifications.
- Dynamic career progression in professional development - The candidate's career trajectory reflects a progressive growth pattern, with steady promotions indicating increasing responsibilities and expertise in project management across diverse industries such as tech and finance over the past decade.
- Emphasis on innovative problem-solving methodologies - Unique to this CV is the detailed description of specific industry-relevant methodologies and tools used, such as Lean Six Sigma and Agile, which demonstrate technical depth and the ability to implement advanced problem-solving strategies effectively.
Customer Service Consultant
- Strategic Career Growth and Development - The candidate's career trajectory is marked by consistent growth and promotions, reflecting an upward climb from Customer Relations Officer to a more specialized Customer Service Specialist role. This demonstrates their ability to take on higher responsibilities and adapt to evolving industry demands while enhancing their skills at renowned firms like Aviva and Legal & General.
- Exemplifies Strong Leadership and Mentorship - The CV highlights significant leadership capabilities through the successful training and mentorship of 10 new team members. By fostering teamwork and initiating process improvements, the candidate has greatly contributed to enhanced team dynamics and quality of service delivery.
- Impactful Achievements Emphasizing Business Relevance - The candidate showcases not just numerical but impactful achievements, such as implementing data management processes and CRM systems that led to quantifiable improvements in organization efficiency and customer satisfaction. These efforts underscore a capacity to drive meaningful change that supports long-term business goals.
Customer Service Assistant
- Structured and Concise Presentation - The CV is presented in a clear and structured manner, with well-defined sections such as experience, education, skills, and achievements. This organization enhances readability and allows the recruiter to quickly identify key information relevant to the role of a Customer Service Specialist.
- Progressive Career Trajectory - Evie Perry's career shows consistent upward progression within the customer service industry, moving from a Ticketing Assistant to Queue Manager, and finally to a Customer Service Specialist. This trajectory indicates a commitment to professional growth and an ability to take on increasing levels of responsibility in her field.
- Industry-Specific Achievements with Impact - The CV highlights significant achievements with measurable impact, such as reducing customer waiting times by 20% and increasing customer loyalty by 12%. These outcomes are directly relevant to her role and demonstrate her ability to implement changes that enhance customer satisfaction and operational efficiency.
Customer Service Support Officer
- Impressive Career Progression - Freddie Hughes has demonstrated significant career growth, moving from a Customer Service Advisor to a Customer Relations Manager in less than a decade. This trajectory highlights a clear upward movement within the industry, showcasing a strong capacity for leadership and increased responsibilities with each role.
- Leadership in Process Improvement - Throughout his career, Freddie has consistently led initiatives to improve processes and systems. His success in leading a team at Aster Group to implement a new complaints handling process, reducing resolution time by 33%, is a testament to his ability to drive efficiency and enhance team performance through effective leadership and strategic planning.
- Comprehensive Skill Set - The CV is structured to highlight a broad spectrum of skills, emphasizing both technical and soft skills relevant to customer relations. The combination of data analysis, training development, and cross-departmental communication shows a versatile ability to address complex customer service challenges and create impactful change within organizations.
Customer Service Sales Representative
- Comprehensive Customer Service and Sales Experience - Ethan Palmer's CV showcases a strong career in customer service and sales, illustrating his progression through various roles that consistently increase in responsibility. His career trajectory within companies like Aqualisa and Perrin & Rowe reflects clear upward mobility and a consistent focus on enhancing customer experience while also driving sales improvements.
- Strong Emphasis on Achievements and Results - The CV places a significant focus on measurable achievements, using specific metrics to demonstrate impact. For instance, reductions in product return rates and escalation cases, combined with sales conversion improvements, highlight not only Palmer’s effectiveness in his role but also his ability to positively affect the company’s bottom line.
- Emphasis on Leadership and Team Development - The inclusion of leadership and team development activities, such as leading teams during peak times and developing training modules for new hires, underscores Palmer's capabilities beyond technical expertise. His actions have fostered improvements in team efficiency and probation success rates, which demonstrate his capacity to nurture and grow talent within an organization.
Customer Service Trainer
- Comprehensive Content Presentation - The CV is crafted with a clear structure, neatly divided into sections such as experience, education, skills, and achievements. This layout ensures easy navigation and allows the reader to quickly identify pertinent information. The use of bullet points under each job role provides concise yet detailed insights into the candidate’s responsibilities and contributions.
- Diverse Career Trajectory - Finley Robinson's career demonstrates a clear progression within the technical training and support sector, moving from a Technical Support Officer to a Customer Service Technical Trainer. The industry shift from general technical support to a focus on automated systems and PLC control highlights a strategic advancement in both responsibility and specialization.
- Achievements with Significant Business Impact - The CV not only lists accomplishments but ties them to quantifiable business improvements, such as reducing training overlap by 25% or improving operational efficiency by 20%. These metrics emphasize the candidate's ability to contribute to organizational success through structured training programs and effective communication.
Customer Service Quality Assurance Specialist
- Structured for Readability and Impact - The CV is meticulously structured with clearly defined sections that contribute to a lucid presentation. Each segment, from experience to education and skills, is concise and directly relevant to the intended role, ensuring that key points are highlighted and easy to digest for potential employers.
- Consistent Career Progression - Oscar’s career trajectory demonstrates a clear progression with increasing responsibility, from a Junior Quality Control Analyst to a Senior Quality Assurance Analyst. This progression emphasizes their ability to grow within the quality assurance field, consistently taking on more complex challenges and leadership roles.
- Emphasis on Quantifiable Achievements - The candidate effectively showcases significant contributions through quantifiable achievements, such as reducing product defects by 25% and improving customer satisfaction by 35%. These metrics not only highlight Oscar's impact but also provide a persuasive narrative of their ability to drive business improvements.
Formatting your customer service CV to meet the role expectations
Staring at the blank page for hours on end, you still have no idea how you should start your professional customer service CV. Should you include more colours, two columns, and which sections? What you should remember about your CV format is this - ensure it's minimalistic and doesn't go over the top with fancy fonts and many colours. Instead, focus on writing consistent content that actually answers the job requirements. But, how about the design itself :
- Use the reverse chronological order to showcase your experience, starting with your most recent role;
- Include your contact details (email address, phone number, and location) - and potentially your professional photo - in the header;
- Must-have CV sections include summary or objective, experience, education, and skills: curate the ones that fit your profile;
- Your professional customer service CV should be between one-to-two pages long: select the longer format if you have more experience.
A little bit more about your actual CV design, ensure you're using:
- plenty of serif or sans serif font (e.g. Montserrat, Exo 2, Volkhov) as they are Applicant Tracker System (ATS) compliant. Avoid the likes of Arial and Times New Roman because most candidates' CVs are in this typography.
When submitting your CV, are you still not sure what format it should be? Despite the myth that has been circling around, most modern ATS systems are perfectly capable of reading PDFs. This format is an excellent choice as it keeps all of your information intact.
PRO TIP
Incorporate a touch of colour in headers or section breaks, but keep it professional and ensure it doesn’t detract from readability, especially in more conservative industries.
The top sections on a customer service CV
- Contact Information is needed for easy communication.
- Professional Summary showcases customer service expertise.
- Work Experience demonstrates relevant job history.
- Key Skills highlight customer handling abilities.
- Education and Training display formal qualifications.
What recruiters value on your CV:
- Highlight your communication skills by detailing experiences that required you to engage with diverse customers, demonstrating your ability to listen carefully and respond effectively.
- Showcase your problem-solving abilities by including instances where you turned a customer complaint into a positive experience, reinforcing your aptitude for quick thinking and resolution.
- Emphasize your patience and empathy by describing situations where you effectively managed customer expectations and dealt with difficult scenarios, portraying your customer-centric approach.
- Illustrate your adaptability and learning skills by mentioning any customer service software or tools you're proficient in, as this shows your readiness to handle various technological aspects of the role.
- Include any achievements or recognitions such as 'Employee of the Month' or positive feedback from customers, as they serve as evidence of your dedication to excellent customer service.
Recommended reads:
What information should you include in your customer service CV header?
The CV header is potentially the section that recruiters would refer to the most, as it should include your:
- Contact details - your professional (non-work) email address and phone number;
- Professional photograph - if you're applying hinting at the value you bring as a professional.
Many professionals often struggle with writing their customer service CV headline. That's why in the next section of this guide, we've curated examples of how you can optimise this space to pass any form of assessment.
Examples of good CV headlines for customer service:
- Multi-Lingual Customer Support Specialist | Conflict Resolution Expert | Proactive Service Champion | 5+ Years’ Experience
- Client Relations Manager | Strategic Planner | CRM Expert | Chartered Institute of Customer Service Certified
- Senior Customer Experience Analyst | Data-Driven Insights | CX Improvement Initiatives | 8 Years in Service Industry
- Lead Customer Service Representative | High-Volume Call Expert | Team Mentorship | NVQ Level 3 Qualified
- Customer Satisfaction Coordinator | Product Support Guru | Efficient Problem Solver | BSc Business Administration
- Head of Client Engagement | Relationship Building | Customer Journey Mapping | 10+ Years’ Senior Expertise
Catching recruiters' attention with your customer service CV summary or objective
Located closer to the top of your CV, both the summary and objective are no more than five sentences long and serve as an introduction to your experience. What is more, you could use either to entice recruiters to read on. Select the:
- Summary, if you happen to have plenty of relevant experience. Feature your most impressive accomplishments and up to three skills that are relevant to the job you're applying for;
- Objective, if you're just starting your career off. Provide your career goals and answer how you see the role you are applying for will match your professional growth.
Judging which one you need to add to your customer service CV may at times seem difficult. That’s why you need to check out how professionals, with similar to your experience, have written their summary or objective, in the examples below:
CV summaries for a customer service job:
- With over 10 years of dedicated experience in customer support for technology firms and a consistent track record of increasing customer satisfaction rates, this seasoned professional brings to the table robust problem-solving skills and a profound technical knowledge. Recently awarded 'Customer Support Star' for implementing a novel ticketing system that reduced response times by 35%.
- Renowned for leading a customer service team at a competitive retail company for five years, this candidate has successfully managed a volume of over 200 clients daily, improving customer retention by 20%. Expert in CRM software and communication protocols, they have effectively trained over 50 staff members, and pioneered a loyalty program that skyrocketed return business.
- Former finance expert turned customer service enthusiast, aiming to leverage 8 years of client management and upselling expertise within the banking sector to build lasting customer relationships in a dynamic tech startup. Recognised for developing award-winning customer engagement strategies, pivoting to the tech industry to bring a fresh perspective on user experience and sustainable growth.
- Eager to transfer a robust portfolio of project management and leadership skills into customer service excellence, this former real estate agency director aligns a decade of orchestrating high-stakes property deals with a passion for providing outstanding client care. Acknowledgement as 'Manager of the Year' for their groundbreaking customer feedback system underscores their commitment to client satisfaction.
- Entering the customer service field, this ambitious individual is intent on applying their dynamic communication skills and fast-paced learning ability from their time in the hospitality industry. Enthusiastic about starting a career in client relations, they aim to bring forward a fresh perspective and unwavering dedication to ensuring customer delight at every interaction.
- Fresh graduate with a degree in communication seeking to delve into the customer service industry, offering a newfangled approach rooted in academic expertise and a fervent desire to excel in helping customers navigate complex issues. Eager to contribute an academic foundation in interpersonal communication and conflict resolution to achieve exceptional customer service standards.
More detailed look into your work history: best advice on writing your customer service CV experience section
The CV experience is a space not just to merely list your past roles and responsibilities. It is the CV real estate within which you could detail your greatest accomplishments and skills, while matching the job requirements. Here's what to have in your experience section:
- Prove you have what the job wants with your unique skill set and past successes;
- Start each bullet with a strong, action verb, and continue with the outcome of your responsibility;
- Use any awards, nominations, and recognitions you've received as solid proof of your skill set and expertise;
- align your experience with the role responsibilities and duties.
For more help on how to write your CV experience section, check out the next section of our guide:
Best practices for your CV's work experience section
- Demonstrated ability to handle customer inquiries and complaints efficiently and professionally, ensuring customer satisfaction. Developed customised solutions that increased customer retention rates by 15%.
- Managed a high volume of inbound calls, consistently meeting a target of 95% customer satisfaction through timely resolution and follow-up. Implemented feedback systems to improve service levels based on customer input.
- Acquired expert knowledge of the company’s products and services to provide accurate and up-to-date information to customers. Conducted successful upselling techniques that resulted in a 20% increase in sales during customer interactions.
- Coordinated with cross-functional teams to resolve complex customer issues, reducing escalation rates by 30%. Streamlined communication protocols to enhance interdepartmental collaboration.
- Trained new customer service representatives in best practice approaches, systems usage, and communication skills, enhancing team performance by 25%. Created detailed training manuals tailored to specific roles within the service department.
- Utilised CRM systems to track customer interactions and maintain detailed records, leading to a 40% improvement in query handling speed. Developed a tagging system to categorise and prioritise customer feedback for strategic analysis.
- Implemented customer satisfaction surveys and analysed the results to identify areas for improvement, achieving a 10-point increase in the Net Promoter Score (NPS) within 6 months. Spearheaded quality improvement initiatives based on survey insights.
- Employed active listening and empathy to build rapport with customers, resulting in a personal commendation rate of 30% above the team average. Adapted communication style to suit a diverse customer base from different cultural backgrounds.
- Monitored and responded to customer service emails and social media messages within a 2-hour timeframe, exceeding department targets. Leveraged social media insights to adjust service strategies effectively.
Work Experience
Senior Customer Service Specialist
Verizon Communications Inc.
06/2019-Ongoing
- Implemented a new CRM system, resulting in a 30% increase in customer satisfaction scores.
- Successfully managed a team of 15 customer service representatives, ensuring high service levels and efficient response times.
- Developed and executed a customer feedback program that led to the identification and resolution of recurring issues, boosting customer retention by 25%.
Work Experience
Customer Support Coordinator
T-Mobile US, Inc.
03/2017-05/2019
- Spearheaded a cross-departmental initiative to streamline customer service processes, reducing average call handling time by 20%.
- Trained 20 new customer service agents, equipping them with the skills to maintain a 95% customer satisfaction rate.
- Negotiated with suppliers to improve the quality of customer support tools, enhancing overall service delivery.
Work Experience
Customer Service Representative III
AT&T Inc.
11/2014-02/2017
- Analyzed customer service data to identify trends and presented monthly reports, influencing the company's strategic planning.
- Led a campaign to incentivize customer service excellence among peers which reduced staff turnover by 18%.
- Coordinated with the IT department to troubleshoot and resolve a critical software issue, mitigating potential customer service disruptions.
Work Experience
Client Service Associate
Sprint Corporation
08/2012-10/2014
- Launched a loyalty program that led to a 10% increase in repeat customers within the first year.
- Played a key role in a project team that developed a multilingual support system, expanding market reach.
- Managed critical customer complaints, averaging a resolution time of under 24 hours, which enhanced brand reputation.
Work Experience
Customer Experience Representative
Comcast Corporation
01/2011-07/2012
- Optimized customer service protocols, which saw a reduction in average customer wait times from 15 minutes to 5 minutes.
- Established a quality assurance program that raised service standards and accountability within the team.
- Authored an internal training manual for new hires, leading to a more cohesive and informed customer service team.
Work Experience
Technical Customer Support Agent
Best Buy Co., Inc.
05/2009-12/2010
- Directed the resolution of technical issues for products, leading to a 40% decrease in returns.
- Collaborated in a company-wide initiative to personalize customer interactions, which resulted in a 15% growth in customer lifetime value.
- Provided mentorship to junior customer service representatives, improving overall team performance metrics.
Writing your CV without professional experience for your first job or when switching industries
There comes a day, when applying for a job, you happen to have no relevant experience, whatsoever. Yet, you're keen on putting your name in the hat. What should you do? Candidates who part-time experience , internships, and volunteer work.
Recommended reads:
PRO TIP
If applicable, briefly mention a situation where things didn’t go as planned and what you learned from it, demonstrating your ability to learn and adapt.
Describing your unique skill set using both hard skills and soft skills
Your customer service CV provides you with the perfect opportunity to spotlight your talents, and at the same time - to pass any form of assessment. Focusing on your skill set across different CV sections is the way to go, as this would provide you with an opportunity to quantify your achievements and successes. There's one common, very simple mistake, which candidates tend to make at this stage. Short on time, they tend to hurry and mess up the spelling of some of the key technologies, skills, and keywords. Copy and paste the particular skill directly from the job requirement to your CV to pass the Applicant Tracker System (ATS) assessment. Now, your CV skills are divided into:
- Technical or hard skills, describing your comfort level with technologies (software and hardware). List your aptitude by curating your certifications, on the work success in the experience section, and technical projects. Use the dedicated skills section to provide recruiters with up to twelve technologies, that match the job requirements, and you're capable of using.
- People or soft skills provide you with an excellent background to communicate, work within a team, solve problems. Don't just copy-paste that you're a "leader" or excel at "analysis". Instead, provide tangible metrics that define your success inusing the particular skill within the strengths, achievements, summary/ objective sections.
Top skills for your customer service CV:
HARD SKILLS
Communication
Customer Relationship Management (CRM)
Data Entry
Multitasking
Computer Literacy
Product Knowledge
Order Processing
Issue Resolution Techniques
Help Desk Support
Salesforce Proficiency
SOFT SKILLS
Empathy
Active Listening
Patience
Adaptability
Problem-Solving
Positive Attitude
Stress Management
Time Management
Teamwork
Conflict Resolution
PRO TIP
Order your skills based on the relevance to the role you're applying for, ensuring the most pertinent skills catch the employer's attention first.
Listing your university education and certificates on your customer service CV
The best proof of your technical capabilities would be your education and certifications sections. Your education should list all of your relevant university degrees, followed up by their start and completion dates. Make sure to also include the name of the university/-ies you graduated from. If you happen to have less professional experience (or you deem it would be impressive and relevant to your application), spotlight in the education section:
- that you were awarded a "First" degree;
- industry-specific coursework and projects;
- extracurricular clubs, societies, and activities.
When selecting your certificates, first ask yourself how applicable they'd be to the role. Ater your initial assessment, write the certificate and institution name. Don't miss out on including the completion date. In the below panel, we've curated relevant examples of industry-leading certificates.
PRO TIP
Focus on describing skills in the context of the outcomes they’ve helped you achieve, linking them directly to tangible results or successes in your career.
Recommended reads:
Key takeaways
What matters most in your customer service CV-writing process is for you to create a personalised application. One that matches the role and also showcases your unique qualities and talents.
- Use the format to supplement the actual content, to stand out, and to ensure your CV experience is easy to comprehend and follows a logic;
- Invest time in building a succinct CV top one third. One that includes a header (with your contact details and headline), a summary or an objective statement (select the one that best fits your experience), and - potentially - a dedicated skills section or achievements (to fit both hard skills and soft skills requirements);
- Prioritise your most relevant (and senior) experience closer to the top of your CV. Always ensure you're following the "power verb, skill, and achievement" format for your bullets;
- Integrate both your technical and communication background across different sections of your CV to meet the job requirements;
- List your relevant education and certificates to fill in gaps in your CV history and prove to recrutiers you have relevant technical know-how.
