Customer Service CV Keywords: Skills & ATS Terms to Include

Customer service roles attract huge applicant numbers, so ATS filtering is aggressive. Use the platform and metric names employers track (CSAT, NPS, first contact resolution) to stand out from generic applications.

Not sure which of these your CV is missing? Upload it with a customer service job description and get your ATS score and missing keywords free.

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Customer Service hard skills

Core competencies recruiters and ATS filters search for.

Customer supportComplaint handlingTicket managementFirst contact resolutionCSATNPSLive chat supportCall handlingEscalation managementOrder managementRefunds and returnsKnowledge base writing

Customer Service tools & software

Use the exact product names from the job ad.

ZendeskFreshdeskIntercomSalesforce Service CloudHubSpot Service HubGorgiasMicrosoft OfficeGenesysFive9

Customer Service certifications & qualifications

Write the full name and the acronym, with the year.

Institute of Customer Service (ICS) qualificationsLevel 2/3 Customer Service ApprenticeshipZendesk Support Administrator

Customer Service soft skills

Show these through achievements rather than listing them alone.

EmpathyActive listeningPatienceClear written communicationDe-escalationProblem solving

Customer Service action verbs

Start each bullet with one of these instead of "Responsible for".

ResolvedHandledImprovedReducedMaintainedTrainedStreamlinedSupportedExceededRetained

Weak vs strong customer service CV bullets

Answered customer queries.

Resolved 60+ tickets a day in Zendesk with a 96% CSAT score, the highest in a 15-person team.

Dealt with complaints.

Handled escalated complaints for a 200k-customer retailer, retaining 82% of at-risk accounts with tailored resolutions.

Examples are illustrative. Only use figures you can back up in an interview.

ATS tip for customer service CVs

Quote your CSAT, NPS or response-time figures. They are the fastest way for a recruiter to tell your CV apart from hundreds of similar applications.

How to use these keywords

  1. Start from the job description, not this list. Keywords that appear in the ad matter most.
  2. Only include skills you genuinely have. You will be asked about them.
  3. Put the most important keywords in both your Skills section and your experience bullets.
  4. Use the employer's exact wording (e.g. "Zendesk", not a synonym).
  5. Keep formatting simple: single column, standard headings, no text inside images.

See exactly which keywords your CV is missing

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