Customer service
Customer Service & Contact Centre resume: ATS keywords & examples (Australia)
Contact centres filter on CRM systems, call metrics and resolution skills. Numbers like call volume and satisfaction scores make CVs stand out.
Typical advertised pay
Roughly $55k–$70k a year, plus penalty rates for some shifts
Indicative only. Always check the ad and the relevant award.
Top keywords recruiters screen for
- First contact resolution
- CRM systems
- Salesforce / Zendesk
- Inbound calls
- Complaint handling
- Escalation management
- Customer satisfaction (CSAT)
- Average handling time
- Data entry
- Upselling
Checks, licences and tickets
- Police check (some roles)
- Baseline clearance (some government roles)
Example achievement bullets
- Handled 60+ inbound calls a day with a 92% customer satisfaction score.
- Resolved 85% of enquiries on first contact using Salesforce and knowledge base tools.
- De-escalated complaints and logged cases accurately for follow-up teams.
Examples only. Use your own real numbers and duties.
Common reasons these CVs get rejected
- No call volumes or CSAT figures
- Not naming the CRM or phone systems used
- Missing shift and roster availability
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