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Customer Service Representative resume example

Customer service resumes should show that you keep customers happy at speed. Use service metrics — satisfaction, resolution rate, handle time and volume — and mention the channels and tools you use.

Opens in the free builder. Replace the sample details with yours, then download as PDF or Word.

Key skills for a customer service representative resume

  • Phone, chat and email support
  • Problem solving and de-escalation
  • CRM and ticketing (Zendesk, Salesforce)
  • Product knowledge
  • Empathy and active listening
  • Typing speed and accuracy

Grace Wanjiru

Customer Service Representative

  • grace.wanjiru@example.com
  • +1 555 0100
  • Nairobi, Kenya
  • linkedin.com/in/gracewanjiru

Summary

Customer service representative with 3 years of experience supporting customers by phone, chat and email. Handle 70 contacts a day with a 96% satisfaction score and 88% first-contact resolution. Calm under pressure and trained to coach new agents.

Experience

Customer Service RepresentativeApr 2022 – Present
Safaricom
  • Handled 70 calls and chats a day with a 96% satisfaction score
  • Resolved 88% of issues on first contact, above the 75% team target
  • Reduced average handle time from 7 to 5 minutes using new knowledge articles
  • Trained 8 new agents during their first month
Customer Care AgentJan 2021 – Mar 2022
Jumia
  • Answered 120 emails a day about orders, returns and payments
  • Achieved Agent of the Month 4 times in 14 months

Education

Diploma in Business Administration2018 – 2020
Kenya Institute of Management

Skills

  • Customer support
  • Zendesk
  • Salesforce Service Cloud
  • De-escalation
  • Active listening
  • Typing (65 wpm)
  • Problem solving

Languages

  • English (fluent)
  • Swahili (native)

How to write a customer service representative resume

  1. Use numbers: CSAT, first-contact resolution, average handle time and tickets per day.
  2. Mention languages you speak — multilingual support is in high demand.
  3. Add any awards or promotions to team lead; they show trust from management.

ATS keywords for customer service representative jobs

Applicant tracking systems rank resumes by how well they match the job post. Use the keywords that appear in the posting you are applying for — these are the most common:

  • customer service
  • customer support
  • CSAT
  • Zendesk
  • call center
  • conflict resolution
  • first contact resolution
  • CRM
  • communication
  • problem solving

Not sure your resume passes? Run it through the free ATS resume checker, or start from one of the free templates.

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