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ATS keywords · Customer Service Representative

Customer Service Representative resume keywords that get past the screening software.

Customer service roles get huge numbers of applicants, so screening is fast and keyword-driven. Ads usually list the channels, tools and metrics they care about.

Hard skills and tools

The terms recruiters most often filter customer service representative applications by. Use the ones you can back up, written the way the ad writes them.

Customer supportInbound callsLive chatEmail supportCRMZendeskSalesforceTicketing systemsComplaint resolutionOrder processingData entryCustomer satisfaction (CSAT)First call resolutionUpselling

Soft skills and ways of working

These count less on their own. Put them inside achievement bullets instead of a list.

Active listeningEmpathyPatienceConflict resolutionClear communicationMultitaskingPositive attitude

Certifications ads ask for

Customer Service certificateLanguage skills (list each with level)

Before and after

Example bullet

Answered customer questions on the phone.Handled 60+ inbound calls and chats a day in Zendesk, keeping a 94% CSAT score over 12 months.

Example only. Use your own real numbers. If you don’t know a figure, leave it out rather than guess.

Three rules for this role

  1. List every channel you’ve covered: phone, chat, email, social.
  2. Include the metrics you were measured on, if you know your numbers.
  3. Languages are keywords too. List each with its level.

Questions

What keywords should a customer service representative resume include?

Start with the hard skills named in the job ad, then add certifications and tools you actually use. Common ones for customer service representative roles include Customer support, Inbound calls, Live chat, Email support, CRM, Zendesk.

Should I copy every keyword from the job ad?

No. Only add a keyword when your experience supports it. Recruiters read the resume after the software ranks it, and a claim you can’t back up costs you the interview.

How do I know which keywords I’m missing?

Paste the job ad and your resume into SubMac’s free checker. It shows your match score and lists the keywords from the ad that your resume doesn’t contain.

Check your resume against a real job ad. Free.

Paste the ad and your resume. You’ll see your match score and every keyword you’re missing in about a minute, with no sign-up. Tailoring costs $1 if you want it.

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