Customer service specialist CV example
A customer service specialist's CV is judged on three things: how many requests you handle, how customers rate you (CSAT, NPS) and which languages and channels you work in. Tailor the CV to the specific ad: name your languages, the service channels and the systems you have worked with.
The example suits contact centres, shared-service centres and e-commerce support teams. Many of these jobs in Vilnius and Kaunas are advertised in English, and service centres often hire for a specific language.
CV example
Customer service specialist at an international shared-service centre: handle 60–80 requests a day in three languages, CSAT 96%, first-contact resolution 85%. Trained 6 new colleagues and built a library of reply templates.
- Handle 60–80 requests a day (phone, email, chat) in Lithuanian, English and Russian; CSAT 96%.
- First-contact resolution rate 85% (team average 74%).
- Built a library of 120 reply templates: average response time down 30%.
- Advised customers on services and bills; sold add-on services on 15% of calls.
- Resolved complaints within the 24-hour SLA; fewer than 3% escalated.
Kauno kolegija (university of applied sciences): Professional Bachelor's degree,Business Management, 2020
What to put in a customer service specialist CV
Requests per day, CSAT, first-contact resolution, response time: this is the language customer service managers speak.
Service centres look for specific languages. Give your level on the CEFR scale (B2, C1): a vague “fluent” may not match an applicant tracking system (ATS) search for C1, and it means different things to different recruiters.
Phone, email, chat, social media; Zendesk, Salesforce, Freshdesk: use the exact names.
Instead of “stress-resistant”, write “resolved complaints within the 24-hour SLA, fewer than 3% escalated”.
Most common mistakes
- Languages listed without a level, or with an inflated level that becomes obvious at the interview.
- No figures: neither request volumes nor satisfaction scores.
- A CV that is not in the language of the ad (most shared-service centre ads in Lithuania are in English).
Frequently asked questions
Do contact centres require experience?
Often not. Languages, computer skills and examples of dealing with people (customer service, sales, volunteering) matter more. Contact centre work is one of the best ways to start a career.
How do I show that I can handle difficult customers?
With a specific figure: your complaint resolution rate, the share of escalations, customer feedback. Have one story ready for the interview.
If the ad is in English, does the whole CV have to be in English?
Yes, all of it, not just the summary. A bilingual CV (Lithuanian and English side by side) is not needed. Keep two separate versions instead, both up to date, with the same job titles and figures; your other languages go in the skills list with their level.