Are you looking to write your perfect Customer Service CV?
Securing a role in customer service requires more than just enthusiasm; it demands a well-crafted CV that effectively showcases your skills, qualifications, and accomplishments.
In the competitive job market, a standout CV is your ticket to grab the attention of potential employers and make a lasting impression.
This article provides a comprehensive step-by-step guide, packed with invaluable tips and real-world examples to assist you in crafting a compelling CV that will get you more interviews. Sounds good? Let’s get started!
I am an energetic individual with strong interpersonal and retail skills who can bring a new face to the business that will deliver exceptional customer service and creativity, within a team or individually, to the utmost satisfaction of relevant stakeholders. I have more than two years of experience in the retail sector, and I consider myself to be very knowledgeable and experienced in the selling process.
Achievements
Employee of the Month (JKS Ltd., March 2009)
Taken care of a shop for a week in the absence of the Store Manager (Tesco, 2011)
Winner of HAYS Award 2011 for outstanding educational achievement.
Education
2009 – 2012
BA Business Management
The University of Manchester
Grade achieved: [2:1]
Relevant Modules:
Organisational Behaviour and Analysis
Business Administration and Decision Making
Marketing Communications and Principles
Customer Relations
Introduction to HR Management
Final Year Project: “The effects of price reductions on product perception.”
2007 – 2009 Results: English: A Mathematics: C Business: B
A Levels
Newtown College
Work experience
Mar 2013 – Present
Customer Service Advisor Pillow King
Main duties performed:
General office duties such as phoning, filing, sending marketing materials, etc.
Advising customers on a wide range of company products and services;
Processing orders, taking payments and issuing refunds;
Supervising temporary shop assistants;
Dealing with complaints and compliments in a professional manner;
Meeting and greeting visitors and potential clients inside and outside the shop;
Making the public aware of all the promotions and special offers;
Ensuring product information is accurate and up to date;
Tidying up the shop floor and taking care of stock orders and documentation.
Dec 2012 – Mar 2013
Customer Service Assistant Gemco
Main duties performed:
Working with management and senior staff to meet store goals and targets;
Serving consumers at the checkout; wrapping, payments processing and refunds;
Replenishing stock and ensuring goods and products were neatly presented;
Ensuring Health & Safety procedures were followed at all times and by all stakeholders;
Addressing questions, complaints and concerns in accordance with company policy.
Jun 2012 – Dec 2012
Retail Shop Assistant Hit or Miss Ltd.
Main duties performed:
Ensuring customers find the right product to meet their needs and requirements;
Hanging clothes on hangers, sorting and pricing products;
Putting new stock out for display on the shop floor;
Packing up and/or disposing of any goods that were not sold in the shop;
Researching competitor’s products, special offers and seasonal promotions.
Qualifications
Level 3 NVQ Diploma in Customer Service
First Aid at Work – HSE
Skills
Excellent communication, interpersonal and persuasive skills;
Ability to relate to (and work with) people from all different backgrounds and walks of life;
Ability to deal with difficult individuals in a polite, professional yet firm manner (and always keeping in mind the catchphrase: the customer is always right);
IT literate (with good knowledge of Microsoft Office).
Hobbies and interests
My hobbies include reading, writing, watching TV, spending time with my family and volunteering at local charity schemes. At University, I was very active in societies which eventually led me to set up the Business Partnership Society (BPS) together with my peers.
References
Mr Jerry Sanford Store Manager, Pillow King Address: 40 Edmond Rd, Chester, PA48 1DT Tel: 0223 2689 5879 Email:[email protected]
Dr Justin K. Herman Manager, Hit or Miss Ltd. Address: 75 Martyr Road, Leeds, LE10 3FE Tel: 0980 5101 0022 Email:[email protected]
Preview
What makes this CV good and effective?
Personal details: The personal details on the candidate’s CV are clear and prominently placed at the top, including essential information such as name and contact details. This makes it easy for prospective employers to identify the owner of the CV and how to contact them regarding their application.
Structural organisation: In terms of structure, the CV follows a logical and organised format. The candidate’s work experience is presented in reverse chronological order, allowing recruiters to see the most recent and relevant roles first.
Achievements showcase: The achievements section is a standout feature, showcasing specific accomplishments in previous roles.
Tailoring to the job: The candidate has tailored the CV to the specific job by aligning their skills and experience with the requirements outlined in the job description. This demonstrates a targeted approach and shows that the candidate has taken the time to understand the needs of the potential employer.
Visually appealing layout: The layout is visually appealing, with consistent formatting, font and spacing. Bullet points are used effectively to present information in a digestible manner, making it easy for recruiters to scan and extract essential details.
Utilise a clear layout: Ensure your CV has a clean and organised layout, with distinct sections for personal information, professional experience, skills and education. A well-structured CV immediately grabs the attention of employers, making it easy for them to navigate your information.
Adopt a professional font: Choose a professional font such as Arial or Calibri to enhance readability. Stick to a consistent font size throughout the document, maintaining a balance between not too small and not overly large. It’s recommended to use font size 12pt for the main text and 16pt for headings.
Showcase achievements with metrics: Quantify your accomplishments where possible, providing measurable results from your previous customer service roles. For example, “Achieved a 20% increase in customer satisfaction through the implementation of a proactive support system.”
Use action verbs in job descriptions: Start each bullet point in your work experience with an action verb, such as “Resolved customer queries promptly,” or “Enhanced customer engagement through proactive communication.”
Include customer-focused keywords: Integrate industry-specific keywords related to customer service in your CV to pass through applicant tracking systems (ATS) and increase visibility to hiring managers. For instance, emphasise your proficiency in managing customer expectations, utilising terms like “relationship management”, “conflict resolution” and “customer satisfaction”, to ensure your CV aligns seamlessly with the language used in the customer service industry.
Experienced customer service professional with a proven track record of enhancing customer satisfaction through efficient query resolution and empathetic communication. Successfully implemented a proactive support system, reducing response times by 20%. Adept at using CRM software to streamline processes and elevate the overall customer experience. Seeking to contribute my skills and dedication to a dynamic team focused on delivering exceptional service.
Accomplishments
The accomplishments section of your CV showcases your notable contributions and achievements not only in your professional roles but also in education and life, providing a comprehensive overview of your successes and capabilities.
Achievements on a CV communicate to employers your proven successes, offering tangible evidence of your skills and the substantial value you can contribute to their organisation.
Example:
Achieved a commendation for outstanding customer service, resulting in a 15% increase in customer satisfaction scores.
Earned a promotion within six months of joining the customer service team, showcasing exceptional dedication and performance.
Maintained a consistent record of resolving customer queries with a 98% satisfaction rate, exceeding departmental benchmarks.
Consistently met and exceeded monthly sales targets, contributing to a 20% increase in overall team revenue.
Work experience
The work experience section of your CV provides a detailed overview of your professional history, showcasing your achievements and responsibilities in previous roles.
When writing it, focus on quantifiable achievements, use action verbs and tailor the content to align with the job you’re applying for, emphasizing the value you can bring to the prospective employer.
You can include the details of many types of jobs such as internships, part-time roles, voluntary jobs and full-time positions.
June 2018 – September 2021
Customer Service Representative Best Gadget Solutions Ltd.
Main duties and responsibilities performed:
Responded to customer queries and concerns via phone and email, ensuring a high level of customer satisfaction.
Handled billing inquiries, resolved issues, and processed customer orders efficiently.
Collaborated with cross-functional teams to address complex customer issues, achieving a 20% reduction in resolution time.
Maintained accurate records of customer interactions and transactions.
Achievement: Successfully implemented a customer feedback system, leading to a 15% improvement in overall customer satisfaction scores.
Responding to customer enquiries: Addressing customer queries promptly and professionally via phone, email, or online chat.
Problem resolution: Effectively resolving customer issues and complaints to ensure a positive customer experience.
Order processing: Handling customer orders, ensuring accuracy, and providing status updates as required.
Communication skills: Demonstrating strong verbal and written communication skills to convey information clearly and courteously.
Maintaining customer records: Keeping accurate and up-to-date records of customer interactions and transactions.
Cross-functional collaboration: Collaborating with other departments to address customer issues that require inter-departmental coordination.
Product knowledge: Acquiring and maintaining a deep understanding of the company’s products or services to assist customers effectively.
Billing enquiries: Addressing customer billing enquiries and discrepancies with a focus on accuracy and resolution.
Feedback management: Implementing and managing systems for collecting and analysing customer feedback to drive continuous improvement.
Upselling and cross-selling: Identifying opportunities to upsell or cross-sell additional products or services to enhance customer satisfaction and increase revenue.
Educational background
The educational background section of your CV should be presented in reverse chronological order, starting with your most recent qualifications.
If you have one, list your university degrees first, including the degree title, university name and graduation date. Following this, include other relevant qualifications such as A-Levels, GCSEs, diplomas or any additional certifications.
Example:
September 2015 – July 2018
Bachelor of Arts in Customer Service Management
University of Edinburgh
Degree Classification: 2:1.
Subjects Studied:
Customer Relationship Management
Service Quality and Improvement
Communication Strategies in Customer Service
Business Ethics and Customer Satisfaction
September 2013 – June 2015 Results: Business Studies (A), Sociology (B), English Literature (B).
A-Levels
Edinburgh College
Qualifications & training
In the professional training and qualifications section of your CV, you detail specific courses, certifications and relevant training you’ve undertaken to enhance your skills and qualifications for the targeted role.
For a customer service role, you can include professional qualifications like Customer Service Excellence Certification, Contact Centre Operations Certification, or Conflict Resolution Training, demonstrating your commitment to delivering exceptional customer service and proficiency in handling diverse aspects of customer interactions.
Example:
Level 3 NVQ Diploma in Customer Service – The Open University
Customer Service Excellence Certification – Customer Service Institute
Contact Centre Operations Certification – Institute of Customer Service
Conflict Resolution Training – Professional Development Academy
Skills and competencies
The skills section of your CV is a crucial component that highlights your specific abilities and attributes relevant to excelling in a customer service role.
Here, you should succinctly outline key skills such as excellent communication, problem-solving and interpersonal abilities.
Tailor this section to showcase how your skills align with the demands of the customer service position, emphasising your capacity to provide exceptional service and contribute positively to customer satisfaction.
Example:
Exceptional communication: Proven ability to communicate effectively with customers, resulting in a 15% increase in customer satisfaction scores in my previous role.
Problem-solving: Demonstrated aptitude in resolving complex customer issues, leading to a 20% reduction in escalated cases and improved customer resolution time.
Time management: Successfully managed high call volumes, consistently meeting or exceeding performance targets, and maintaining a 95% customer query resolution rate.
Product knowledge: In-depth understanding of products/services, facilitating accurate and comprehensive customer support.
Effective communication: Clear and articulate communication ensures customers understand information and feel heard.
Active listening: Paying full attention to customers, demonstrating interest and comprehension of their concerns.
Problem-solving: Adept at finding solutions to customer issues promptly and efficiently.
Patience: Remaining calm and composed, especially when dealing with challenging customer situations.
Adaptability: Flexibility to handle various customer needs and adapt to changes in a dynamic environment.
Conflict resolution: Skilful handling of conflicts to ensure customer satisfaction and resolution.
Cultural awareness: Sensitivity to diverse cultural backgrounds, fostering inclusive and respectful interactions.
Teamwork: Collaborating with colleagues to provide seamless and comprehensive customer support.
Multitasking: Juggling multiple tasks efficiently without compromising the quality of service.
Follow-up: Consistently follow up with customers to ensure their satisfaction and address any lingering concerns.
Hobbies and interests (optional)
In this section of your CV, you have the opportunity to offer a glimpse into your personality and showcase qualities that align with the role.
For example, participating in team sports like football or netball indicates a collaborative spirit, while hobbies such as volunteering or blogging about customer service experiences can showcase your commitment and communication skills outside the workplace.
Passionate about delivering exceptional customer experiences, I enjoy honing my communication skills through participation in local debating clubs. My interest in problem-solving extends beyond the workplace as I am an avid puzzle solver, reflecting my commitment to finding creative solutions. Additionally, I actively engage in charity work, fostering a sense of community and empathy crucial in customer-centric roles.
Professional references
The professional references section includes the names and contact information of individuals who can vouch for your professional abilities and character.
These individuals are usually former employers, supervisors, or colleagues who have worked closely with you and can provide insight into your work ethic, skills and suitability for the job.
It’s generally not necessary to include references on your CV at this stage. Including a “References available upon request” statement is sufficient. This is because employers typically request references at a later stage in the hiring process, often after interviews or when they are seriously considering you for the position.
Example:
Rosalind Turner Customer Service Manager, Blazing Product Solutions Address: 143 Elm Street, London SW1A 1AA Tel: 01234 567890 Email:[email protected]
Showcase exceptional communication skills: Employers value customer service professionals with strong communication skills. Highlight instances where you effectively communicated with customers, resolved issues and provided excellent service.
Tailor your CV for each application: Customise your CV for each job application by aligning your skills and experiences with the specific requirements of the role. This demonstrates a genuine interest in the position.
Demonstrate technical proficiency: In today’s digital age, technical skills are valuable. Highlight any proficiency in customer relationship management (CRM) software or other relevant tools.
Tailor your CV format: Ensure your CV has a clean and professional format. Use clear headings, bullet points, and concise language to make it easy for employers to scan and understand your qualifications.
Proofread your CV before submitting your application: Ensure your CV is error-free. Typos and grammatical errors can create a negative impression. Take the time to proofread carefully or consider seeking feedback from a colleague, friend or family member. Even better, try to get a qualified career advisor to review your CV.
Written by Sobhan Mohmand Sobhan is a qualified Careers Advisor and Professional CV Writer with over 10 years of experience in helping job seekers get a job. He is a Member of the Careers Development Institute (CDI) and is listed on the official UK Register of Career Development Professionals. He holds a Level 6 Diploma in Career Guidance and Development (QCF).
