How to Write a Great Customer Service CV

A well-written customer service CV or resume is a crucial requirement for both entry-level applicants and experienced professionals. It can open the door to exciting opportunities across a variety of industries. However, writing and formatting a customer service resume or CV optimally can be a tough challenge for many. This is especially the case these days where applicant tracking systems (ATS) are increasingly being used by employers to screen CVs and resumes. 

With this in mind, let’s explore how to craft a customer service CV or customer service resume that highlights your strengths, aligns with industry expectations, and positions you as a top candidate.

Step 1: Start With Your Contact Details

The contact information section is usually located at the topmost or header section of a CV/resume, making it the first section a reader is likely to start from.  It should contain vital contact information that ensures potential employers can reach out to you quickly. These include your full name, phone number, email address, job title, and at least one social media profile (preferably your LinkedIn profile). Make sure the information here (and other sections) is always up to date.

Apart from contact details, you may also include optional information such as your photo headshot, gender, date of birth, marital status, and nationality, among others.

Example

Tariro Favor Phiri Desired Job Title: Customer Service Representative📞 +27 71 234 5678✉️ [email protected]📍 1 Rivonia Road, Sandton, Johannesburg, Gauteng, 2001, South Africa🌐 linkedin.com/in/Tarirofavorphiri

Step 2: Write a Compelling Personal Statement

Your personal statement sets the tone for your customer service CV/resume. This short paragraph should summarize who you are, what you bring to the role, your notable work accomplishments, and career aspirations. Tailor it to each job you apply for to ensure it aligns with the company's values and expectations. 

Example

Dedicated and multilingual customer service professional with 4+ years of experience assisting customers in telecommunications and financial services. Built a reputation for resolving issues efficiently and with empathy, and for maintaining high customer satisfaction scores. Eager to contribute my strong communication skills and cultural awareness in a fast-paced, customer-focused environment.

Step 3: Highlight Relevant Work Experience

List your work experience in reverse chronological order, starting with your present place of employment or most recent role. For each position, include your job title, employer’s name and location, start and end dates of employment, and bullet points outlining your key responsibilities and achievements. 

Be sure to emphasize roles that are relevant to the particular job you are applying for. Quantifying your impact numerically makes your work achievements even more compelling.

Example

Customer Service Advisor MTN Group, Johannesburg, South AfricaMarch 2021 – Present

• Responded to 60+ daily customer inquiries through voice and WhatsApp channels, ensuring quick issue resolution.
• Improved customer satisfaction rate by 15% through first-call resolution initiatives.
• Trained 11 junior staff on internal CRM systems and effective complaint handling.              

Call Center Representative Vodacom, Johannesburg, South AfricaJanuary 2019 – February 2021

• Handled high-volume inbound calls, resolving billing and technical queries efficiently.
• Maintained a 95% call quality score through consistent adherence to company protocols.
• Assisted with onboarding of new team members and provided mentorship during initial training period.

Step 4: Provide Your Educational Background

Relevant educational achievements, such as programs in communication, psychology, or conflict resolution, can add value to your customer service resume or CV.

Enter the name of the institution/organization and its location, degree/program/field of study, and start/end dates. You may also include additional information such as your GPA score, thesis title, and coursework relevant to the role. Like work experience, this section should also be written in reverse chronological order.

Example

University of Nairobi, Kenya Master of Arts in Communication Studies January 2020 – December 2021 Relevant coursework: Integrated Marketing Communication, Strategic Brand Management, Media Ethics and Policy, Advanced Research Methods Thesis: The Impact of Digital Communication on Customer Service Delivery in Telecom

University of Nairobi, Kenya Bachelor of Arts in Communication and Media Studies (January 2015 – December 2019) Relevant coursework: Strategic Customer Experience, Advanced Organisational. Communication, Conflict Management, and Negotiation GPA: 4.0

Step 5: List Any Certifications Suitable For the Role

If you’ve acquired any certifications that suit the role (e.g., online training) besides those under formal tertiary education, be sure to list them, starting with the certification’s name, issuer/authority/organization, date issued, and expiry date (if any).

Certifications enhance your customer service CV/resume and show your commitment to investing in ongoing professional development and readiness to take on complex service tasks.

Example

Certified Customer Service Professional (December 2024), West Africa Association of Customer Service Professionals

Step 6: Showcase Key Customer Service Skills

Employers scanning your customer service CV/resume should immediately see that you have the core competencies needed to thrive in a service environment. Strong communication, patience, problem-solving, and teamwork are some essential skills to highlight. Use bullet points or a skills matrix to present these clearly. Tailor your skills section to reflect the requirements listed in the job description.

Example

• Fluent in English, Zulu, and Swahili.
• CRM Tools: Zendesk, Freshdesk, Salesforce.
• Active listening and conflict de-escalation.
• Telephone etiquette and email support.
• Adaptability in high-volume environments.

Step 7: Add Trusted Professional References

References add credibility to your customer service CV/resume and give hiring managers some assurance in your abilities. Include at least two professional references who can, through their professional relationship with you, vouch for your work ethic, interpersonal skills, and job performance. 

Ensure their contact details are accurate and that they’re aware you used them as references. This section should include reference name, position/title, company/organization name, email, phone number, and professional relationship with you.

Example

Nomusa Dlamini Customer Service Manager, MTN Group, Johannesburg, South AfricaEmail: [email protected] Phone: +27 83 456 7890

Professional relationship with applicant: Direct Supervisor at MTN Group

Peter Otieno Team Lead, Safaricom Call Centre, Nairobi, Kenya Email: [email protected] Phone: +254 722 123 456

Professional relationship with applicant: Former Team Lead at Safaricom Call Centre

Step 8: Include Extra Sections That Add Value

To further enrich your customer service CV/resume and distinguish it from others, consider including additional sections such as publications and awards, among others. These extras offer a more rounded view of you and can help capture the attention of recruiters and hiring managers.

Example

Adebayo, T. (12 August 2023). “Strategies for Resolving Customer Complaints in the Nigerian Telecom Sector.” Published in Nigerian Journal of Business Communication.

• This article explores practical techniques for handling high-volume customer complaints with limited infrastructure.

Adebayo, T. (04 May 2022). “Understanding Customer Behaviour in Lagos-Based Retail Chains.” Featured on BusinessDay Online.

• A data-backed blog post analyzing how cultural and economic factors influence customer expectations in urban retail environments.

Adebayo, T. (21 November 2021). “The Impact of Soft Skills on Customer Loyalty in Nigeria.” LinkedIn Articles.

• A thought leadership post discussing how skills like patience, listening, and conflict resolution can improve loyalty across industries.

Final Checklist Before You Submit Your CV

Before submitting your customer service CV or resume, double-check for things like errors, consistency, and formatting. Make sure it is not only tailored to the job description but also uses keywords that ATS will recognize. 

Ask any knowledgeable acquaintance (e.g., a family member, friend, or mentor) to review the CV or resume for clarity and impact. A final polish ensures your application is as strong as possible.  

Tips to Help You Write Effectively

• Begin with clear job titles, company names, locations, and dates.
• List dated sectional items in reverse chronological order, e.g., in your educational background and work experience sections.
• Incorporate powerful action verbs to highlight your roles. It is especially essential to start the description of each job responsibility with these verbs (as shown in the work experience example above).
• Use bullet points to improve clarity, structure, and readability.
• Support work responsibilities and accomplishments with numerical statistics (where possible).
• Integrate relevant keywords from the job description.
• Customize each resume entry to match the target role.

Wrapping Up

Taking out time to master how to write a great customer service CV or resume can help brighten your chances for an interview and employment, no matter the stage of your career. Remember that competition can be fierce in the labor market. Hence, you need to write your application documents in a way that enables you to stand out from the crowd.