InMyResume Logo
Start for free

Customer Service Resume Examples

A customer service resume example with CSAT and resolution numbers, summaries from first job to team lead, the skills contact centers list, and bullets.

What has to be at the top

A customer service resume has to show which channels you work, how many contacts you handle and how well: phone, chat or email, contacts a day, and a quality number such as CSAT or first-contact resolution. Put those in the summary, name the ticketing software you know, and let every bullet end in a metric the contact center already tracks.

The full example

A complete customer service resume example

Every section filled in for a typical candidate. Switch the layout to see the same content on each template, download it, or open it in the editor and replace the details with yours.

Loading preview…

Opens this resume as a new CV in the editor, with your name and contact details in place of the sample ones. Needs a free account.

Download PDF

The free PDF of the layout shown. Every layout except Basic carries a watermark on the free download.

Why this example works

  • The summary gives the three things a contact-center recruiter screens for in its first two lines: the channels, the daily contact volume and a quality score, plus the tier the candidate works at.
  • Tools are named the way postings name them, Zendesk and Salesforce Service Cloud, so a keyword search for either finds this page.
  • The handle-time result comes from fixing a cause (better refund macros) rather than from hurrying callers, and the CSAT and resolution figures above it show quality held.
  • Spanish has its own languages line instead of a mention in passing, because a bilingual queue is a separate search for the recruiter filling it.

The customer service resume example as text

The same content as the sheet above, readable without zooming, so you can copy any line.

Marcus Whitfield
Customer Service Representative, Tier 2

Columbus, OHmarcus.whitfield@email.com(555) 013-6604

Summary

Customer service representative with five years of phone, chat and email support, now in a 120-seat contact center holding 94% CSAT across about 60 contacts a day. Handles tier 2 billing escalations in Zendesk and Salesforce Service Cloud.

Experience
Customer Service Representative, Tier 2 — Harvest Box FoodsMar 2023 – Present
  • Resolve 55 to 65 phone and chat contacts a day on orders, billing and delivery; CSAT 94% against a 90% goal.
  • Took over tier 2 billing escalations; first-contact resolution rose from 71% to 83% in the first year.
  • Wrote 14 refund macros for the help center, cutting average handle time from 7:40 to 6:10.
  • Mentor 5 new hires a quarter through two weeks of side-by-side calls.
Customer Service Representative — Tallgrass WirelessJun 2021 – Feb 2023
  • Answered 70 or more inbound calls a day on plans, device setup and bill disputes.
  • Saved 38% of customers who called to cancel, against a team average of 29%.
Education
Associate of Applied Science in Business Management, Columbus State Community CollegeAug 2018 – May 2020
Licenses and certifications
  • Zendesk Omnichannel Agent Specialist, Zendesk, May 2024
Skills

Zendesk, Salesforce Service Cloud, Phone, chat and email support, Billing disputes and refunds, De-escalation, Knowledge base writing, Typing 70 WPM, Microsoft Excel, Patience with upset callers, Clear written replies, Coaching new hires

Languages

English (Native), Spanish (Professional working)

Illustrative. Not a real person and not a real employer.

Summaries

Customer Service resume summary examples by experience level

The summary is the part of a resume that changes most as a career goes on. The same job at three stages, and what each stage leads with.

  • First customer service job

    Entry-level applicant with two years as a part-time pharmacy cashier, handling returns, price questions and prescription pickups for about 150 customers a shift. Types 60 words a minute and speaks English and Vietnamese. Looking for a full-time phone or chat support position.

    Any job where you dealt with the public counts. Say how many people you served and which problems ended up with you.

  • Experienced support agent

    Chat and email support specialist with three years at a B2B software company, working 40 tickets a day in Intercom with a 96% satisfaction score and a median first reply under four minutes. Wrote 30 help-center articles that cut repeat invoicing tickets by a quarter.

    Numbers lead from here. Pick the two your current team is measured on and give the target next to each one.

  • Team lead or supervisor

    Customer service team lead with nine years in contact centers, managing 14 agents on a health-benefits phone line. Took the team's first-contact resolution from 68% to 80% with weekly call calibration and a rebuilt escalation path, while yearly attrition fell from 45% to 22%. Ready for a supervisor or quality manager role.

    A lead is judged on the team: how many agents, which metric all of them moved, and how many stayed.

Skills

Skills for a customer service resume

Contact-center postings list the channel and the software before anything else, often as "2+ years of inbound phone experience" or "Zendesk or similar". Use those exact words where they are true of you, and leave empathy and patience to the bullets, where a CSAT or retention figure proves them.

Hard skills

Contact handling

  • Inbound call handling
  • Live chat support
  • Email ticket management
  • Complaint resolution
  • Escalation handling

Systems

  • Zendesk
  • Salesforce Service Cloud
  • Five9
  • Microsoft Excel

Account work

  • Billing and refunds
  • Order tracking
  • Returns processing
  • Retention offers

Soft skills

  • Active listening
  • Empathy
  • Patience
  • Clear writing
  • Problem solving
  • Composure

Name two or three of these in the skills section at most. They count for more when a bullet shows one at work.

Bullet points

Customer Service resume bullet points, before and after

Five lines as people first write them, and the same lines rewritten so the result comes last, where the eye lands. The numbers are illustrative; use your own.

  • Answered customer calls.

    Answered 80 inbound calls a day for a home insurance carrier on claim status and policy changes, keeping quality scores above 92% on monthly call reviews.

  • Handled customer complaints.

    Took the complaint calls that front-line agents escalated and resolved 9 in 10 without a supervisor; repeat calls on the same issue fell by a third over six months.

  • Worked on live chat.

    Ran three chat conversations at a time for an online furniture store across roughly 1,400 chats a quarter, with a 91% post-chat satisfaction rating.

  • Updated the knowledge base.

    Rewrote 22 outdated shipping and returns articles after tracking which ones agents skipped, and transfers to the returns team dropped 18% in two months.

  • Trained new employees.

    Coached a class of 12 new agents through their first month on the phones; 11 of them passed the 30-day quality review on the first attempt.

Starting every bullet with the same verb? Synonyms for overused resume words →

These bullets are waiting in the editor

When you write your experience in our CV builder, pick "Example phrases" under a job and add the customer service bullets from this page in one click. Every number is left as [X], so the figures on your CV are your own.

Beyond experience

Customer service certifications and tests

Most customer service jobs ask for no license at all, so a certification works as a tiebreaker rather than an entry ticket. The ones worth a line prove you know the software or the support process a team already runs, and a posting that names one tells you which.

  • Zendesk certifications

    Zendesk runs its own exams, among them an Omnichannel agent specialist certification for agents and separate ones for Chat, Talk and Support administration. List one when the posting names Zendesk, with the exact certification title and the year.

    Issued by Zendesk

  • HDI role-based certifications

    HDI certifies IT support and service desk staff at levels that run from Customer Service Representative up to Support Center Director. It counts most on applications for help desk and technical support, and much less for a billing or orders line.

    Issued by HDI

  • CompTIA A+

    The usual next step for an agent moving from orders or billing into technical support, and the credential CompTIA positions for help desk roles. It takes two exams: Core 1 on hardware and networking, and Core 2 on operating systems and security.

    Issued by CompTIA

  • Typing and language assessments

    A contact center may test your typing speed and, for a bilingual queue, your second language before making an offer. A result from an earlier test belongs in the skills or languages section as a plain figure or level, such as "Typing 70 WPM", not as a certificate.

    Issued by the hiring employer

How to list certifications on a resume →

Template

Which template to use for a customer service resume

Basic. Contact centers hire in volume, so the resume nearly always passes through an applicant tracking system before a recruiter works down the shortlist. Basic gives both of them one plain column, with tools, metrics and languages in standard sections that parse in order. It is also the layout that downloads free without a watermark.

What makes a template ATS-friendly →See all templates filled in →

Customer Service resume questions

How do you describe customer service on a resume?

Name the channel, the volume and the result: "Resolved 60 phone and chat contacts a day at 94% CSAT" says more than "provided excellent customer service". Add what the contacts were about (billing, orders, technical problems), since that tells a hiring manager whether your experience fits their queue.

Should a customer service resume have an objective?

Only if you have no customer-facing experience yet. Then one line can say which role you want and what you bring from school or other work. Once you have held a support job, a summary with your channels, volume and one metric does more, and the objective can go.

What skills should I put on a customer service resume?

The channels you have worked (phone, chat, email, social), the ticketing or CRM software, and account tasks such as refunds, returns or retention offers. Add your typing speed and any second language. Keep soft skills like empathy to two or three and let the CSAT or resolution numbers in your bullets show the rest.

How do I write a customer service resume with no experience?

Start from any job where you dealt with the public: cashier, host, receptionist, camp counselor, front-desk volunteer. Say how many people you served a shift and which problems you solved, list your typing speed and languages, and use the summary to say you are applying for phone or chat support.

Which metrics belong on a customer service resume?

The ones your team was measured on: CSAT, first-contact resolution, average handle time, quality scores, retention saves. Give the target next to your figure when you beat it, and pair a handle-time number with a quality number so speed never looks like your only goal.

Related resume examples

All resume examples →

To start from your own experience instead, paste it in any form. The AI writes it up in this structure, using only the facts you gave it.

Build my resume, no account needed

How to write a resume, step by step →

Applying to several jobs? A CV builder, a job-match checker and a personal website cost about $90 a month together on their cheapest plans. The Job Search Pack does all of it for $29, paid once, for 30 days: clean PDFs, cover letters, the full ATS check and your own CV website. That is $1.45 per application if you send 20.

See what's in the pack

More features

See pricing

Let's get your next application ready!