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.
- 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:
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.
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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.
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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.
- 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%.
- 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.
- 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.
- 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.
- 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.
- 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.
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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:
Communication
Customer Relationship Management (CRM)
Data Entry
Multitasking
Computer Literacy
Product Knowledge
Order Processing
Issue Resolution Techniques
Help Desk Support
Salesforce Proficiency
Empathy
Active Listening
Patience
Adaptability
Problem-Solving
Positive Attitude
Stress Management
Time Management
Teamwork
Conflict Resolution
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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.
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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.
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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.
