Customer Service Advisor CV Guide

What to include in a Customer Service Advisor CV

Every CV is unique because it reflects an individual’s qualifications, skills, experience and career goals. However, most follow a common structure and have standard sections to ensure clarity and professionalism. These sections are contact information, professional summary, education, work experience, skills, achievements and references.

What you include in your CV will depend on your academic, professional and personal background. However, you should ensure that the content is relevant to the customer service advisor job you are applying for. While it can often be challenging to know where to start, you may find it easier to work through your CV section-by-section and begin with the easiest one first – your contact information.

Contact information

The first section of your CV is your contact information. It should go at the very top of the document and be professional, clear and straightforward so potential employers can easily reach you. Here are some examples of what to include:

• Full name – use your first name and last name as the header of your CV.
• Job title – you can include your previous or current job title under your name, but it is optional.
• Location – add your town, city or county. Avoid including your full home address, especially if your CV is on various job sites.
• Phone number – provide a phone number you check frequently, such as a mobile. Always ensure your voicemail sounds professional if you have one. Stick to one reliable number to avoid confusion.
• Email address – use a professional email address, ideally with your name (e.g. firstname.lastname@email.com). Avoid casual or unprofessional addresses like “partyanimal99@email.com.”
• LinkedIn profile (optional) – include it if it is relevant and showcases your skills and experience.
• Portfolio or website (optional) – add links if you have one relating to customer service, such as a site showcasing projects or achievements.

When completing the contact information section of your CV, avoid including unnecessary or unprofessional details. Here is what to leave out:

• Date of birth or age – employers should assess based on skills and experience, notpersonal attributes.
• Marital status or family details – irrelevant for most job applications.
• Photo – unless explicitly requested.
• National insurance number – it is not needed at the CV stage.
• Sensitive personal information – details of your gender, religion, political views or sexual orientation are not relevant.
• Personal social media account links – only include professional ones, like LinkedIn, if they enhance your application.

This section should grab attention but stay simple so the focus remains on your skills and experience.

Professional summary

The next section after your contact information is your professional summary. It is where you provide a concise overview that highlights your key skills, experiences and accomplishments tailored to the role you are applying for. You may come across other names for this section, such as personal statement, executive summary, professional profile or career summary.

Your professional summary is typically placed at the top of your CV to grab the employer’s attention and convey why you are a strong fit for the customer service advisor position. It is crucial to really put some thought into your summary, as it will be one of the first things employers will read, and it can either encourage or discourage them to continue reading through the rest of your CV. It is your opportunity to shine in just a few sentences.

It is a good idea to keep your summary brief, usually between 3-5 lines, and you should emphasise your ability to interact with customers effectively, resolve issues and provide excellent service. It is your chance to highlight the key qualities and achievements that make you stand out. Here are some examples of what you can include:

• Current or previous job title – start the sentence strong with an action verb and add your professional title, such as “Dedicated customer service advisor”.
• Qualifications – if you hold certifications or completed training relevant to customer service (e.g. NVQs, Customer Service Level 2/3, or IT-related qualifications like proficiency in CRM tools), briefly mention them.
• Relevant experience – mention the years you have worked in customer service or related roles.
• Key skills – focus on skills that you possess that are relevant to customer service, such as communication, problem-solving, patience, adaptability and teamwork.
• Accomplishments – highlight achievements such as consistently meeting customer satisfaction targets, resolving complex issues or improving processes.
• Personal attributes – showcase empathy, professionalism and a positive attitude that aligns with exceptional customer service.
• Career goals – share your enthusiasm for growing within the company or advancing in the customer service field. Demonstrate how your goals align with delivering excellent customer experiences or contributing to team success.

Here is an example of a professional summary for a customer service advisor:

“Experienced Customer Service Advisor with over 3 years in delivering outstanding support and solutions for customers in fast-paced environments. Skilled in communication, problem resolution, and CRM tools, with a proven track record of achieving high customer satisfaction scores. Passionate about creating positive customer experiences and maintaining professionalism in every interaction.”

Education

The education section of a CV is where you outline your academic background, qualifications and relevant training. It is important, as some employers prefer candidates with specific qualifications or certifications, and it supports your work experience, which can help you stand out. It also shows you have the necessary knowledge and competencies to carry out the responsibilities and demonstrates your commitment to learning.

In this section, you can include the following:

• Degrees & diplomas – a university degree or college diploma, even if not directly related to customer service, can demonstrate your ability to learn and apply knowledge.
• Certifications – include any professional certificates in customer service, business management or related areas, such as NVQs, BTECs or industry-recognised courses.
• Relevant courses – if you have completed training in communication, conflict resolution or IT skills, these are worth mentioning.
• Additional courses – include any online courses, workshops, or seminars that enhance your skills in customer service, communication or problem-solving.
• Secondary and further education – if applicable, your high school and college qualifications (e.g. GCSEs and A-levels) can provide foundational credibility.

Your academic achievements should be in reverse chronological order (most recent first), and for each one, you should add the following:

• Qualification/course name.
• Institution name, i.e. the university, college or training provider you studied with.
• Years attended or date of completion.
• Relevant modules if relevant to customer service.
• Grades, where applicable.

You could add this section after your professional summary if you have limited direct experience as a customer service advisor and more academic achievements.

Work experience/employment history

The next section is your work experience, which is also known as your employment history. You can add this after your professional summary instead of your education if you already have significant experience as a customer service advisor.

Work experience on a customer service advisor CV showcases your practical knowledge, skills, and ability to handle customer interactions effectively. It is an important section, as it demonstrates relevant skills and industry knowledge, reassuring potential employers that you can handle real-life situations in customer service. It also highlights your career progression, which can help you stand out in a competitive job market.

When you complete your work experience section, you should highlight roles demonstrating your ability to assist customers, solve problems and provide excellent service. Here is some guidance on what to include:

• Job title – clearly state your last or current role, e.g. customer service advisor.
• Employer name – mention the company name and location.
• Dates of employment – include the start and end dates (month/year).
• Key responsibilities – add three to five bullet points detailing duties relevant to the role you are applying for, and start each sentence with a strong action verb. Try not to list responsibilities – include your achievements, impact and skills to make this section more compelling.

Here is an example of how you can add your work experience:

Work Experience

Customer Service Advisor. XYZ Retail Ltd, Birmingham. March 2022 – Present.

• Provided excellent customer service via phone, email, and in-person interactions, improving customer satisfaction rating from 85% to 95% within six months.
• Resolved customer complaints efficiently, maintaining professionalism and empathy.
• Processed orders, returns, and refunds accurately while assisting customers with product enquiries.
• Used CRM systems to track interactions and improve service efficiency.
• Trained new team members on company policies and customer service best practices.

If you have limited work experience, choose roles and responsibilities where you developed transferable skills. You can also include unpaid voluntary jobs, apprenticeships, internships and other placements.

Key skills and achievements

Key skills showcase your abilities and why you are a strong candidate for the customer service advisor job, while achievements demonstrate your impact and value in previous roles. They help employers quickly assess whether you have the competencies and qualities they need and are suitable for the role.

Your key skills and achievements are crucial because they highlight your strengths, experience and ability to succeed. Listing duties alone tells employers what you were responsible for, but showcasing skills and achievements demonstrates how you excelled in your role and the impact you made.

Skills are generally divided into hard skills (technical abilities) and soft skills (interpersonal qualities). They are essential for success in a customer service advisor role, and you should include both in your CV.

• Hard skills – are measurable, teachable abilities that help you perform tasks effectively. They are measurable, job-specific skills that require training, certification or practice. Some examples of hard skills for a customer service advisor include CRM systems & data entry, product knowledge, multichannel communication, troubleshooting & problem resolution, cash handling & payment processing and basic IT skills.
• Soft skills – relate to personality traits and how you interact with others and handle tasks. They are trickier to measure but equally vital and can also be transferable. Some examples of soft skills for a customer service advisor include communication, patience, emotional intelligence, active listening, problem-solving, adaptability, organisation and teamwork.

Achievements demonstrate your ability to deliver results, making you stand out to employers. Integrating skills into your achievements makes them even stronger, showing how you accomplished success. We will look at how to focus on achievements later.

You can add your key skills and achievements to the work experience section, combine them in a separate section or have two different ones. You may want standalone ones if you have many stand-out competencies and accomplishments.

Other information

You may have some information that does not fit into the main sections we have looked at, or you might have some qualifications, skills, achievements or experiences you want to stand out from the rest of your content. Therefore, you can include additional sections in your CV and here are some examples you may want to consider:

• Certifications and training – you may want to keep your education section for formal qualifications and have a separate section for relevant customer service training, CPD courses, workshops or industry-specific certifications (e.g. complaint handling, call centre operations, or conflict resolution).
• Languages – speaking multiple languages is a huge advantage in customer service. If you are fluent or proficient in other languages, include them, especially those relevant to the region or customer base.
• Technical proficiency – you could mention your familiarity with customer relationship management (CRM) software, point-of-sale (POS) systems or other tools used in customer service.
• Volunteer work and extracurricular activities – you could list any volunteering you have done, such as helping in a charity shop, working on a community helpline or participating in customer-facing roles outside formal jobs. Provide your title, where you volunteered and a brief overview of your responsibilities.
• Interests – including a brief section on your hobbies or interests can add a personal touch and give the employer a glimpse into your personality. However, keep it concise and relevant, e.g. public speaking, team sports, or activities that reflect your interpersonal skills.
• Professional memberships and affiliations – you could include a section detailing whether you are a part of industry organisations, e.g. The Institute of Customer Service). It reinforces your commitment to the profession.
• Projects and initiatives – you could include examples where you have led or contributed to projects, such as improving customer experience, working on team development or creating feedback systems.

While adding additional sections and content to your CV can be beneficial, too many can overwhelm readers, dilute key information and make the document appear cluttered. Focus on relevance and clarity to leave a stronger impression.

References

The last section in a CV is typically the reference section. It is where you provide contact details of 2-3 individuals (referees) who can vouch for your character, skills and work ethic – essentially acting as professional endorsements. They will usually be former managers, team leaders or colleagues who can speak to your customer service skills. However, if you are applying for your first job, you can include academic tutors or volunteer supervisors.

Choosing the right referees is crucial, as they can make you a more credible candidate by validating your achievements, qualities and suitability for the role. They also give potential employers confidence that you can do the job and fit in well with the existing team. Recruitment is not cheap, so they want to ensure they make the right choice.

When completing the reference section on your CV, it is common to simply write, “References available upon request” instead of including full details unless the employer specifically asks for them. If you add reference details, always ask referees for their consent before listing them and let them know the type of role you are applying for so they can tailor their feedback.

Here are some pointers on what information to include:

• Full name, e.g. “John Smith”.
• Job title, e.g. ” Customer Service Manager”.
• Company name, e.g. ” XYZ Solutions Ltd”.
• Contact information (email and phone number), e.g. Email: john.smith@xyzsolutions.com. Phone: 07700 987654.
• Relationship to you, e.g. “Former manager who oversaw my role as a Customer Service Advisor.

Always ensure your referee’s information is accurate and up-to-date so potential employers can contact them.