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Customer Service Representative CV example

Contact centres hire on proof you can handle volume without losing warmth: calls a day, first-contact resolution, customer satisfaction scores and the systems you use. This example turns those numbers into bullets, so the CV reads like someone a team leader would want on the phones.

Written for New Zealand, with notes for Australia · Checked

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The example

A Customer Service Representative CV, start to finish.

Losa Tuilagi is made up, and so are the employers. The layout and the wording are what New Zealand employers expect: no photo or date of birth, the most recent job first, and every bullet showing what was done and what came of it.

Losa Tuilagi

Customer Service Representative, phone, chat and email

Manukau, Auckland · 022 555 0152 · losa.tuilagi@email.com

Profile

Customer service representative with five years in busy energy and broadband contact centres, working across phone, chat and email. Calm with upset customers, quick on the systems, and consistently above team targets for resolving issues on the first contact. Speaks English and Samoan.

Skills

Inbound phone support · Live chat and email · Complaint resolution · Billing and account enquiries · Salesforce and Zendesk · First-contact resolution · De-escalation · English and Samoan

Experience

Customer Service Representative, Pīwakawaka Energy

Auckland · 2023 to now

  • Handle 60 to 70 calls and chats a day on billing, moving house and payment plans
  • Resolve 82 percent of enquiries on the first contact, against a team target of 75 percent
  • Keep a customer satisfaction score of 4.7 out of 5 over the last 12 months
  • Set up payment plans for customers in hardship and refer them to budgeting services
  • Buddy new starters through their first two weeks on the phones

Customer Support Agent, Kahu Broadband

Auckland · 2021 to 2023

  • Answered phone, chat and email enquiries about connections, faults and bills
  • Talked customers through modem and wifi fixes, avoiding a technician visit for most
  • Took escalated complaints from the front line and closed them within the agreed time

Education

NCEA Level 3, Tangaroa College

2020

Other details

Availability
Rostered shifts, including weekends
Typing speed
55 words per minute
Languages
English and Samoan

Referees

Available on request

Losa wrote a cover letter to go with it. Read the customer service representative cover letter

Skills and keywords

What customer service representative job ads look for.

Use the ad's own words where they're true of you. An ATS, and a recruiter skimming, both look for them.

  • First-contact resolutionThe number contact centres care about most. Give yours against the target.
  • Customer satisfactionQuote your score, such as CSAT or NPS, and over what period.
  • OmnichannelMeans phone, chat, email and social. Say which channels you've worked.
  • CRMName the system, such as Salesforce, Zendesk or Genesys. Knowing one makes the next easier.
  • De-escalationEvery ad wants someone calm with upset customers. Give an example.
  • Rostered shiftsMany centres run evenings and weekends. Say what you're available for.
  • LanguagesA second language is a real advantage in many New Zealand contact centres.

Bullet points

9 strong lines to borrow from.

Each says what was done, how, and what came of it. Swap in your own facts: a line is only strong if it's true.

  1. 1Handled 60 to 70 calls and chats a day on billing, moving house and payment plans
  2. 2Resolved 82 percent of enquiries on the first contact, against a team target of 75 percent
  3. 3Kept a customer satisfaction score of 4.7 out of 5 over 12 months
  4. 4Calmed upset customers and settled complaints without passing them up the line
  5. 5Set up payment plans for customers in hardship and referred them to budgeting services
  6. 6Talked customers through modem and wifi fixes, avoiding a technician visit for most
  7. 7Closed escalated complaints within the agreed time
  8. 8Buddied new starters through their first two weeks on the phones
  9. 9Helped Samoan-speaking customers in their own language, cutting repeat calls

Common mistakes

What costs customer service representative CVs interviews.

  • Writing "excellent communication skills" and nothing else.

    Show it with numbers: calls a day, first-contact resolution and your satisfaction score.

  • Leaving out the systems you've used.

    Name the CRM and phone systems. A team leader wants to know how long your training will take.

  • Not saying when you can work.

    Put your availability for shifts, evenings and weekends in your details. It's often the first filter.

New Zealand and Australia

What changes across the Tasman.

New Zealand

Contact centre ads in New Zealand often ask for your availability and typing speed, so put both in your details. If you speak te reo Māori, Samoan, Tongan, Hindi or another language, list it.

New Zealand CV format

Australia

Australian contact centres use the same measures, so your numbers carry straight across. Australian employers usually say resume rather than CV, and expect about two pages.

Australian CV format

FAQ

Questions, answered.

Something else on your mind? Email support@smartcvs.ai and a person will reply.

What if my contact centre didn't share my stats?

Ask your team leader, or use what you know, such as how many calls a day you took. A rough, honest number is better than none.

Can I move from retail or hospitality into a contact centre?

Yes. Lead with customer numbers, complaints you've handled and any systems you've used, such as point of sale or booking software.

How long should my CV be?

One to two pages. Keep it to your customer-facing roles and the numbers that go with them.

More CV examples

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