Customer service

Customer service coordinator CV: example and template

This example is for customer service coordinators at online shops, energy companies, telecoms and banks, and for experienced advisors who want to lead a team.

The head of department wants to know how many advisors you coordinate, how you build the rota, how you look after service quality and escalated cases and which metrics the team achieves. We show you how to describe this on your CV.

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Example CV: customer service coordinator

All the details in this example are fictional. Treat it as a model of layout and wording, and replace the content with your own experience.

Kinga Laskowska

Customer service coordinator

Szczecin +48 123 456 789 kinga.laskowska@example.com

Professional profile

Customer service coordinator with 7 years of experience in customer service, the last 3 at an energy supplier serving households. I coordinate a team of 15 advisors handling phone, chat and email, build the rota, review call quality and take over escalated cases. The team raised first contact resolution from 68% to 81%.

Work experience

Customer service coordinator

02.2022 - present

Energy supplier, Szczecin

  • Coordinating a team of 15 advisors, about 2,500 contacts a week.
  • Shift rota matched to contact volumes and holiday planning.
  • Reviewing call quality, feedback and coaching for advisors.
  • Escalated cases and difficult complaints.
  • First contact resolution up from 68% to 81%.

Senior advisor

05.2018 - 01.2022

Telecoms company, Szczecin

  • Serving individual and business customers.
  • Onboarding new advisors.
  • Standing in for the team coordinator.

Education

Bachelor's degree, sociology

2014 - 2017

University of Szczecin

Skills

  • Coordinating a team of advisors
  • Rotas and staffing plans
  • Reviewing call quality
  • Escalated cases and complaints
  • Customer service metrics
  • CRM and helpdesk systems

Training

  • Team leader training, 2022
  • Staff coaching training, 2023

Languages

  • English: B2
  • German: A2

Additional information

  • Shift work

I hereby consent to the processing of my personal data for the purposes necessary to carry out the recruitment process, in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (GDPR).

How to write a customer service coordinator CV

Professional summary

Write which team you coordinate, in which industry and in which service channels. Add metrics, for example customer satisfaction or first contact resolution. The head of department is looking for someone who keeps service quality high and the team atmosphere good.

Senior advisor with 3 years of experience on a bank helpline. I handle more difficult cases, onboard new advisors and stand in for the team coordinator. I am looking for work as a customer service coordinator.

Experience: duties and achievements

Describe team size, the number of contacts, channels, the rota, quality and escalated cases. Show the team's results in numbers. Add coaching and training for advisors.

Weaker: Leading the team.

Better: Coordinating a team of 15 advisors, about 2,500 contacts a week.

Weaker: Quality.

Better: Reviewing call quality, feedback and coaching for advisors.

Weaker: Results.

Better: First contact resolution up from 68% to 81%.

Skills worth listing

List team coordination, rotas, quality reviews, escalated cases, metrics and systems. In your soft skills show empathy, calm and the ability to give feedback.

Professional skills

  • Team of advisors
  • Rota
  • Call quality
  • Escalations
  • Metrics
  • CRM

Personal skills

  • Empathy
  • Calm
  • Giving feedback
  • Motivating others
  • Resolving conflicts

Training

List team leader, coaching and difficult customer training. If you know rota planning tools, add them.

How to become a customer service coordinator

People usually move up from advisor or senior advisor. On your CV show who you onboard and when you stand in for the coordinator.

Add your own results as an advisor, for example customer ratings. They show that you know what good service looks like.

Tailoring your CV to the job offer

An online shop looks for chat, complaints and sales peaks, an energy company for handling contracts and billing, and a bank for work with procedures and security. Move to the top what the job ad is about.

The most common mistakes on a customer service coordinator CV

Questions and answers

What should a customer service coordinator put on a CV?

The team, channels, the number of contacts, rota, quality, escalations, metrics, systems and training.

How does a coordinator differ from an advisor?

An advisor serves customers, while a coordinator leads the team, the rota, quality and difficult cases.

Which metrics are worth giving?

Customer satisfaction, first contact resolution, response time and the number of contacts.

Do foreign languages matter?

Yes, at service centres for foreign customers they are often a requirement.

Create a customer service coordinator CV in the builder

In the CV Majster builder you enter your details step by step and see right away what the document looks like. You can copy the wording from this page and adapt it to yourself. The finished CV as a PDF costs a one-off PLN 5, with no subscription, and you see the preview before you pay.

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See also

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