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Customer service CV example

A customer service CV, whether for a contact centre, a shop or an office, should show the channels you work on, how many customers you help and what happens when something goes wrong. Give one or two measures your employer uses, name the systems you know, and show a complaint you handled the way the procedure says.

Modern design1 page
Customer service CV example: fictional example, page 1. Full text is available below.
Read the example as text
Natalie Dunn
Customer Service Adviser

Profile

Customer service adviser with five years in an energy supplier's contact centre and in retail, on phone, webchat and email. Sorts out billing questions and complaints at the first contact where possible, leaves notes the next adviser can follow and stays calm on difficult calls. Looking for a customer service or complaints handler role.

Experience

Customer Service Adviser Clydeway Energy, Glasgow · June 2023–present

Handle about 60 calls and webchats a day on bills, meter readings and payment plans.

Resolved 78% of contacts at the first contact over the last year, against a team target of 70%.

Log complaints in the CRM, follow the complaints procedure and call customers back on the day promised.

Set up affordable payment plans for customers in arrears, following the vulnerable customer policy.

Coach two new starters each quarter on the billing system.

Customer Service Assistant Kelvin Books and Gifts, Glasgow · 2021–2023

Served customers in store and by phone, took special orders and arranged deliveries and returns.

Education

SVQ Level 3 in Customer Service 2024

Highers: English, Business Management, Modern Studies Westfield Park High School, Glasgow · 2021

Fictional example for a customer service adviser. Every person and employer in it is invented. Replace every detail with your own.

What customer service employers look for, and where this CV shows it

The job asks you toWhere this CV shows it
Answer customer questions by phone, email, webchat, social media or in personAbout 60 calls and webchats a day, and in-store and phone service at the bookshop
Explain products, services and policiesBills, meter readings and payment plans explained in plain words
Handle feedback and complaintsComplaints logged in the CRM and called back on the day promised
Update customer information on a computer systemNotes in the CRM the next adviser can follow
Take orders and check stock availabilitySpecial orders at the bookshop
Track orders and arrange deliveries or returnsDeliveries and returns arranged for bookshop customers

The left column follows the National Careers Service job profile for a customer service assistant. If the advert you are answering describes a duty in other words, use its words for work you have actually done.

Inside this example
  • Profile: 54 words here
  • Experience: 116 words here
  • Education: 22 words here
  • Skills: 26 words here
  • Systems: 11 words here

How to write yours

01

Use your employer's measures

First-contact resolution, contacts a day or customer satisfaction scores are what a team leader reads. Use one or two you could explain, with the target beside them.

02

Name your channels

Phone, webchat, email and social media need different skills. List the ones you work on, because adverts often ask for a specific one.

03

Show a complaint handled properly

Logging, following the procedure and calling back when you said you would is the evidence employers want. Keep the customer anonymous.

04

List systems separately

A short Systems list saves a recruiter searching your bullets for the CRM they use.

Checks and qualifications to mention

  • Qualifications. The National Careers Service says employers look for some GCSEs, including English and maths, or equivalent qualifications, plus good communication and IT skills. In Scotland, National 5s and Highers are the equivalents to name.
  • Apprenticeships. The Customer Service Practitioner Level 2 and Customer Service Specialist Level 3 apprenticeships are named by the National Careers Service. Give the level and the year.
  • Shift patterns. Contact centres often run evenings and weekends. Say which you can work.
  • Figures you can explain. Only use a percentage or target you could talk through at interview; an interviewer may ask how it was measured.

One page suits most customer service roles. The Modern design's side column keeps skills and systems easy to scan; if you apply through an online portal, switch this CV to Plain in the editor first.

Help with your next edit

CV Work Experience: Turn Duties into Evidence CV Skills: Lists by Job and How to Prove Each One CV Personal Statement Examples: 15 UK Examples to Adapt How to Write a UK Cover Letter: Template and Example

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