CV keywords

Customer service CV keywords: what to include and where

Customer service postings are full of soft skills, and that is the trap: "good communication" tells a filter nothing. The words that match are the channels, the systems and the measures the team is judged on.

Keywords for a Customer service CV

Use a word only if it is true for you. If the posting uses a different spelling, use the posting's.

What is specific to this role

Most of these jobs are scored by a few measures, such as response time, first-contact resolution or customer satisfaction. If the posting names one, say which you worked with, even if you only know your own team's target. Do not write a number you cannot support.

Five example bullets

Replace everything in [brackets] with your real facts. If you do not have the number, leave it out instead of guessing.

• Handled about [number] customer chats and emails a day in Zendesk, keeping to the team's [response time] target.
• Solved [type of issue] on the first contact by checking the order in the CRM and offering a refund or replacement within policy.
• Escalated complex cases to [team] with the full history, so the customer did not need to explain twice.
• Wrote [number] help articles for the most common questions, which reduced repeat tickets about [topic].
• Supported customers in English and Spanish, and trained [number] new colleagues on the ticket system.

Where to put them

• Summary: state the channels you cover (phone, chat, email) and the sector, for example "Customer service agent in e-commerce, chat and email".
• Skills: list the ticketing and CRM tools by name, and any language you can support customers in, with your level.
• Experience: begin bullets with what you solved, then the tool and the measure, not with "responsible for".
• Languages: if the posting asks for a language, put it near the top, not at the bottom of the page.

Only the true ones

A keyword you cannot back up will not survive the interview, and the changes CVora proposes only use facts from your own CV. Take the words from this list that describe your work, and leave the rest.

Keywords for other roles

• Data analyst
• Project manager
• Administrative assistant
• Software developer