Customer Service Resume Example (ATS-Friendly)

A customer service resume that proves quality with the metrics support teams track every day, plus the skills and keywords recruiters and ATS look for.

Last updated October 2, 2026

The example

Use this example

Dana Fares

Customer Service Specialist

[email protected] · +962 79 000 0006 · Amman, Jordan

Summary

Bilingual (Arabic/English) customer service specialist with 4 years in phone, chat and email support. Consistently above 95% CSAT.

Work Experience

Customer Service Specialist, Zain Retail, 2022–Present

Maintained a 96% CSAT while handling 60+ chats and calls per day
Raised first-contact resolution from 68% to 84% with 40 knowledge-base articles
Retained VIP accounts worth JOD 75,000 a year

Call Centre Agent, Orbit Services, 2020–2022

Trained 9 new agents on Zendesk workflows

Education

B.A. English Literature, Al-Balqa Applied University, 2020

Skills

Zendesk, Freshdesk, Live chat, Phone support, Complaint handling, CRM, Knowledge base, Arabic and English

Opens in the free resume builder. Your draft stays on your device.

What employers look for

Support teams live by metrics: customer satisfaction (CSAT), first-contact resolution, average handling time and ticket volume. Quoting yours instantly separates you from candidates who only list duties.

Name the channels (phone, chat, email, social media), the languages you support customers in, and the tools you use, such as Zendesk or Freshdesk.

If you are moving into customer service from another field, translate your experience into support language: handling difficult conversations, resolving problems on the first attempt, documenting cases and meeting response times. Hospitality, retail and reception work all contain these skills.

Technical skills

Ticketing systems (Zendesk, Freshdesk)
Live chat and phone support
Complaint handling and de-escalation
CRM
Knowledge base writing
Order and refund processing
Quality assurance
Bilingual support

Soft skills

Empathy
Patience
Active listening
Calm communication

ATS keywords to include

Use the ones that truly match your experience, in the same words as the job ad.

customer satisfaction
CSAT
first contact resolution
call centre
ticketing
Zendesk
escalations
SLA
customer retention
bilingual

Achievement bullets you can adapt

Maintained a 96% CSAT score while handling 60+ chats and calls per day.
Raised first-contact resolution from 68% to 84% by writing 40 knowledge-base articles.
Resolved escalated complaints for VIP customers, retaining accounts worth JOD 75,000 a year.
Trained 9 new agents on Zendesk workflows and tone guidelines.

Common mistakes to avoid

Saying “excellent communication skills” without metrics to prove it.
Leaving out languages and channels you support.
Ignoring the tools; Zendesk, Freshdesk and CRM names are frequent filters.

Frequently asked questions

I don’t know my exact CSAT. What can I write?

Use what you do know: volume handled, positive feedback, awards or targets met. Estimates are fine if they are honest.

Should I mention night shifts or weekend availability?

Yes, if the job requires shifts. Add it in one short line in your summary.

Is call centre experience relevant for other roles?

Very. It shows communication, resilience and problem solving under pressure.

Is this template ATS-friendly?

Yes. One column, standard headings and selectable text.