How to write a customer service CV

When you’re looking to progress a career in customer service, you need to persuade recruiters that you have the skills and experience they’re looking for. Your customer service CV needs to convey why you’re the right person for the job and convince them to invite you to interview.

In this article, you’ll find out what a customer service professional does, how to show off your customer service skills and how to lay out your CV. There’s also a customer service CV example, that you can use for inspiration!

What is customer service?

Customer service skills are used across a wide range of industries and in many different contexts, but the main aim of every customer service job is to help customers, resolve their problems, offer advice and share information in order to enable the company to achieve its financial goals. This can be done in person, by telephone, over email or even by webchat or on social media. Wherever you’re interacting with customers, you’ll need excellent interpersonal and communication skills.

Writing techniques for customer service CVs

Your customer service CV needs to highlight your previous customer service experience, if you have any, and your transferable skills, if you don’t. It should also spell out the level you’re working at – for example Assistant or Manager – and which sector you specialise in – for example IT or fashion.

Your customer service expertise should be woven in throughout your CV, to present a consistent and compelling account of your abilities. Try to identify which parts of the role you’re best at – then emphasise these strengths. Perhaps you’re better at calming irate customers than your colleagues, or you’ve been chosen to train new starters. Whatever your particular area of expertise, make sure it’s highlighted to recruiters.

Remember that a CV with proof is stronger than a CV without, so if you're claiming, for example, that you've trained juniors, tell a story that proves that. Did your manager say you were the best trainer they've ever had? Did the trainees give you great feedback? Did your trainees get promoted faster than someone else's trainees? Make your claims believable and your CV will be more persuasive.

How to write a good customer service CV

You know your customer service skills and potential need to be convincing, but how exactly can you convey that when a blank page is staring at you? Take your CV one step at a time. You’ll need the following key sections:

Header

You’ll want to start with your name and contact details. An eye-catching headline is a great way to position yourself as a customer service expert from the very start. There’s no need for this information to take up more than two lines though – the space on a CV is best used for information that sells you, rather than practicalities.

Profile

This is the first impression you’ll make on the reader, so make sure that they can understand immediately what you do and why you’re good at it. Make sure your strength in customer service comes through strongly here. Maybe you could explain your customer service philosophy, include a great result you’ve achieved, convey your passion for helping others or show how you can solve a business problem.  Focus on answering WHO you are, WHAT you do and WHY they should hire you.

Key Skills

Good listening, building a rapport, showing great product knowledge, patience, communicating clearly, solving problems, resolving conflict, being approachable and anticipating customer needs – the list of customer service skills is endless, and are all important on a customer service CV. Read some job adverts carefully and make a list of the most in-demand skills for your target role and industry, so that you can select which ones are most appropriate to include on your CV.

Career History

This is where your skills and experience will really shine through. Explain what you’ve done and how you excelled at it. Don’t just throw a list of keywords at your customer service CV, though. While including great keywords makes your CV more searchable, the reader will always want context and proof.

Don’t worry if you don’t have any customer service experience yet – you can focus on your transferable skills instead. Downplay any hard skills gained in non-customer-facing roles.

Your customer service CV will be more credible if you can tell some stories and include some results. Things like awards, recognition, customer loyalty and, of course, meeting targets and KPIs are all fantastic ways of backing up your claims. Instead of just saying “I’m great at customer service”, prove it with quantifiable results such as:

• Won an award for best customer service in 2021, beating 100 colleagues across 4 stores
• Regularly received 5-star feedback on TripAdvisor by providing attentive, personal service
• Resolved 98% of customer support queries within a challenging 2-hour target

Education and Professional Development

If you’ve taken any customer service courses, or any relevant training, be sure to include them here. Relevant academic qualifications can also be added.

Further details

Consider anything else that might elevate your application above others. Language skills are a huge bonus when you’re dealing with the public every day. IT skills, especially CRM systems, may come in handy too. What can you offer that others can’t?

How to lay out a customer service CV

Choose a clear, standard font – usually about 10-12 point is the right size, depending on the font. Section headers should be larger, to enable readers to scan through quickly.

Graphics, logos and columns aren’t encouraged – choose a simple, professional format rather than an overdesigned layout or an online template that could introduce errors when scanned by an ATS.

Make sure there's a logical flow through your CV - for example, if your qualifications are your best selling point, position them above the career history and vice versa. Sticking to reverse-chronological order will ensure that readers see your most recent (and therefore most high-level) qualifications first.

Customer service CV example

Take some inspiration from this customer service CV example to create your own CV. Don’t just copy it though – a successful CV is tailored to your career and your target job.

Chloe Spencer                                                Customer Service Manager

                    London, N1  *  07890 123456  *  chloe@customerservicecv.co.uk

Professional Profile

An approachable and patient Customer Service Manager, specialising in complaint reduction for luxury brands. Motivated by happy customers and making someone’s day brighter. Confident leading by example to embed customer service excellence into large teams. Delivers training that enables staff to meet and exceed business targets in both call centre and retail environments.

Key Skills

Customer service                        Complaint resolution                                 Product knowledge

Relationship building                  Interpersonal communication                   Confidentiality

Leadership                                  Staff training                                             Call centre operations             

Professional Experience

Aug 2020 – present      Customer Service Manager at Company X

• Resolving escalated complaints to the mutual satisfaction of the customer and the business
• Leading and training a team of 6 Customer Service Assistants
• Listening actively to resolve both staff and customer problems

Key achievements

• Reduced complaints by 33% in just 6 months by providing additional staff training
• Won the Manager of the Year award for transforming service standards
• Surpassed KPIs for call response times

Jan 2018 – Aug 2020    Customer Service Assistant at Company X

• Listened to customer requirements and recommended products to suit their needs
• Processed refunds and calmed angry customers, to retain their business
• Contributed as a helpful and approachable member of the sales team

Key achievements

• Exceeded sales targets by 20%, by proactively recommending and upselling products
• Took on additional responsibility for training new team members
• Achieved promotion to a management position due to exceptional customer service skills

Mar 2017 – Jan 2018    Self-Employed Fitness Coach

• Interacted with people from all walks of life, demonstrating patience and empathy

Key achievements

• Generated repeat business, having prioritised customer needs and satisfaction
• Gained numerous referrals from happy customers

Education

2016:              BTEC Level 2 Diploma in Customer Service

2014:              8 GCSEs, including English and Maths

Professional Development

2020:              Leadership and Management

2019:              Conflict Resolution

2018:              Basic Principles of Customer Service

Further Details

Languages:      Fluent English and Arabic, basic French

Availability:     Immediate

Need more help?

When you’ve written your customer service CV, why not send it off for a FREE, no obligation CV review before you start applying for jobs? Another pair of eyes is always helpful in spotting mistakes and potential improvements.

Alternatively, if you don’t fancy writing your CV yourself, let CV Shed do it for you! With 12 years’ experience and membership of the British Association of CV Writers, CV Shed is ideally positioned to help you to put your best foot forward with confidence.