ATS keywords for a customer service representative resume
Many employers keep applications in an Applicant Tracking System (ATS), where recruiters search and sort them by the skills the role needs. Use these terms where they honestly describe your experience, so your resume is easy to find and easy to read:
Key skills to highlight
- ▸Resolving customer issues across channels
- ▸De-escalating and handling complaints
- ▸Meeting service KPIs
- ▸Using CRM and ticketing systems
- ▸Accurate record keeping
Credentials Australian employers screen for
- ▸Demonstrated customer service experience
- ▸CRM and ticketing system proficiency
- ▸Right to work and clear availability
- ▸Any relevant product or industry training
Common mistakes to avoid
- ▸Generic 'helped customers' lines instead of results and KPIs.
- ▸Not naming the CRM or ticketing systems used.
- ▸Omitting availability for rostered or contact-centre roles.
- ▸A one-size resume rather than matching the channel and industry.
Customer Service Representative CV example: before and after
One experience entry, written twice. The numbers are illustrative, the structure is what matters.
Before
Customer Service Representative, 2022 to present. Answer customer enquiries by phone and email. Help customers with their accounts, resolve complaints and escalate issues where needed. Update customer records and meet team targets.
"Meet team targets" is not a number, so nothing proves service performance, and with no CRM or ticketing system named the screening software finds none of the systems experience the ad filters on.
After
Customer Service Representative | Salesforce Service Cloud and Zendesk | Available across a seven day rotating roster including weekends
ASX listed insurer, inbound contact centre (approximately 120 seats) | March 2022 to present | Full time, rotating roster
- ▸Handled 65 to 80 inbound calls a day plus webchat and email tickets, holding CSAT at 94 per cent against a team target of 90 and AHT at 4 minutes 20 seconds.
- ▸Resolved 78 per cent of enquiries at first contact by completing claims, billing and policy amendments end to end in Salesforce Service Cloud rather than transferring the customer.
- ▸Took escalated calls referred by newer consultants, using de-escalation to work through hardship and dispute matters and logging each to the internal complaints register within one business day.
- ▸Maintained accurate records and data entry on every contact, averaging 96 per cent on monthly quality assurance call audits.
- ▸Built product knowledge across home, motor and landlord policies and buddied six new starters through their four week induction on the phones.
Naming the CRM, the channels, the daily contact volume and the actual KPI results (CSAT, AHT, first contact resolution) gives both the ATS its keywords and the team leader a performance record to compare.
Score your customer service representative CV against any job, free.
See your ATS match score and the exact edits to make. No account, no credit card.
Check my CV free →Missing keywords
Your live ATS match score, with the exact edits to make.
Frequently asked questions
How do I quantify customer service experience?
Use service metrics: CSAT scores, call or ticket volumes, resolution rates, or average handling time. For example, 'Maintained 95% CSAT across 60+ daily contacts'.
Should I list the CRM and tools I've used?
Yes. Name the CRM and ticketing systems (Salesforce, Zendesk and similar), since employers screen for relevant systems experience.
How do I write this resume with limited experience?
Lead with transferable skills, communication, patience, problem solving, and any retail, hospitality or volunteer work where you served customers.
More CV guides
▸Registered Nurse resume
How to write a registered nurse resume for Australian hospitals: AHPRA registration, ATS keywords, clinical skills, and the mistakes that undersell RNs.
▸Primary School Teacher resume
Write a primary school teacher resume for Australian schools: teacher registration (VIT/QCT/TRB), Working With Children Check, AITSL standards, and ATS keywords.
▸Accountant resume
Write an accountant resume for Australian roles: CPA/CA status, software (Xero, MYOB, SAP), compliance keywords, and the mistakes that get applications filtered.