Customer service

Customer service CV: example for an advisor and specialist

This example is for helpline advisors and customer service specialists at online shops, banks, telecoms companies and service centres, and for people moving into customer service from sales or hospitality.

In this job, results are measurable: response time, customer ratings, number of cases. We show you how to use them on your CV.

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Example CV: customer service specialist

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.

Monika Adamczyk

Customer service specialist

Lodz (hybrid) +48 123 456 789 monika.adamczyk@example.com

Professional profile

Customer service specialist with 5 years of experience at an online shop and a telecoms company. I serve customers by phone, chat and email and resolve complaints and escalated cases. My conversations are rated 4.8 out of 5 on average, and I train new advisors.

Work experience

Customer service specialist

01.2022 - present

Online shop, electronics, Lodz

  • Handling about 60 cases a day by phone, chat and email.
  • Complaints and returns following procedures and consumer law.
  • Average customer satisfaction score of 4.8 out of 5 against a team target of 4.5.
  • Created a library of ready replies that cut the average email response time from 24 to 8 hours.
  • Training and onboarding new advisors.

Helpline advisor

03.2019 – 12.2021

Telecoms company, Lodz

  • Handling inbound calls: questions about bills, services and faults.
  • Selling extra services during calls.
  • Working in the CRM and logging cases.

Education

Bachelor's degree, English studies

2015 – 2018

University of Lodz

Skills

  • Phone, chat and email service
  • Complaints and returns
  • CRM and helpdesk systems
  • Customer service in English
  • Resolving conflicts
  • Training new staff

Training

  • Handling difficult customers training, 2022
  • Consumer rights law training, 2022

Languages

  • English: C1
  • German: A2

Additional information

  • Fast touch typing

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 specialist CV

Professional summary

Write which industry and channels you serve customers in, for how many years and what sets you apart: high customer ratings, solving difficult cases, foreign languages, training others. Employers look for someone calm, friendly and effective.

Customer service advisor with 2 years of experience on a bank helpline. I handle up to 70 calls a day, explain products and log complaints. I speak English and want to develop in business customer service.

Experience: duties and achievements

In customer service almost everything is measured: number of cases, response time, customer ratings, first contact resolution. Use these numbers if you know them. Also add improvements you have suggested.

Weaker: Serving customers.

Better: Handling about 60 cases a day by phone, chat and email.

Weaker: Keeping customers happy.

Better: Average satisfaction score of 4.8 out of 5 against a team target of 4.5.

Weaker: Answering emails.

Better: A library of ready replies that cut email response time from 24 to 8 hours.

Skills worth listing

List channels, systems and languages. Show soft skills in the description of your work, for example through handling escalated cases.

Professional skills

  • Phone, chat, email and social media service
  • CRM and helpdesk systems
  • Complaints and returns
  • Upselling
  • Foreign languages in customer service
  • Office software

Personal skills

  • Calm and composure
  • Empathy and active listening
  • Explaining complex matters clearly
  • Resilience to stress
  • Resolving conflicts

Customer service CV with no experience

Any work with people counts: a shop, a café, a reception desk, volunteering. Describe how you dealt with questions and difficult situations.

Add a foreign language, fast typing and availability. Many companies hire people with no experience and train them on the job.

Tailoring your CV to the job offer

A helpline looks for phone work and resilience to stress, an online shop for chat and complaints, and a shared service centre for foreign languages. Order your channels and experience to match the job ad.

The most common mistakes on a customer service specialist CV

Questions and answers

What should a customer service CV include?

Service channels, the industry, the number of cases, satisfaction scores, CRM systems, complaints, foreign languages and conflict resolution skills.

Is a call centre advisor CV different from a specialist's?

The layout is the same. A specialist usually describes more complex cases, escalations and training others, and an advisor the number of calls and handling standard requests.

How do you show soft skills on a CV?

Through examples: customer ratings, handling escalated cases, training new people. Recruiters see words like communicative on every CV.

Create a customer service specialist 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

Resume examples for similar jobs

Career guide

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