Call centre agent CV: Example and template you can copy

If you're writing a call centre agent CV, you can copy one of the examples below and change it to match the job advert. A strong call centre CV clearly shows your languages, typing speed, customer service results and the systems you can use. Even if you only have matric and no work experience, you can still show you're ready for targets, scripts and shift work.

What to include in a call centre agent CV (South Africa)

Most call centres want proof of three things: you communicate clearly, you follow a process, and you stay calm under pressure.

Build your CV around these sections:

• Contact details: name, city, cell number and a professional email address.
• Profile summary: 3–5 lines about the type of role you want and your strongest skills. Inbound means customers call you. Outbound means you call them, often for sales or collections (collecting money owed).
• Key skills: customer service, objection handling, conflict resolution, active listening, upselling, administration. See our list of skills to put on a CV for more ideas.
• Languages: list each one with your level, for example "English – Fluent".
• Typing speed: a realistic WPM (words per minute) figure, plus accuracy if you know it.
• Systems used: CRM, ticketing tools, MS Excel and Word, email, VoIP or softphone, dialler.
• Work history: achievements with numbers where possible (targets, QA score, AHT, FCR – explained below).
• Education: matric details, relevant subjects and any short courses.

What the recruiter is really checking: can this person speak to our customers in their language, type while they talk, and learn our system quickly? If your CV answers those three questions in the top half of page one, you're ahead of most applicants.

Some call centre terms you'll see in job adverts:

• CRM: the computer system where you look up customers and save call notes.
• QA (quality assurance) score: the mark you get when a supervisor listens to your calls and checks them.
• AHT (average handling time): how long your calls take on average, including notes after the call.
• FCR (first-call resolution): solving the customer's problem on the first call, so they don't need to phone back.
• Dialler: software that dials numbers for outbound agents automatically.

If you want to build this quickly online, you can create a free CV and then choose a CV design once your content is ready.

Copy-and-paste call centre agent CV example (experienced)

Use this example if you have already worked in a call centre or in customer service. Replace the words in square brackets with your own details and delete anything that doesn't apply to you.

Not sure how to write the references part? Read our guide on how to list references on a CV.

Call centre CV with no experience (copy-and-paste example)

If this is your first call centre job, your CV must prove three things: you speak well, you learn systems fast, and you can handle repetitive work without losing patience.

This call centre CV with no experience template uses school, volunteering, learnerships, retail or admin work as your proof.

Don't have a typing speed yet? Do a free online typing test a few times before you apply, then use a number you reach most of the time, not your single best score.

No part-time job either? Use anything where you dealt with people: helping at church, running a school event, selling at a stall, or helping family with a small business. For more ideas, see our guide to writing a CV with no experience.

How to write your summary for a call centre or customer service agent CV

Your summary (also called a profile) sits at the top of your CV. It should answer three questions:

1. What type of calls can you handle?
2. How well do you perform?
3. What can you do from day one?

To do this:

• Match the role in the advert: inbound service, outbound sales, collections, technical support or retentions (keeping customers who want to cancel).
• Add 1–2 proof points: QA score, targets hit, call volume, good customer feedback or recognition from a supervisor. Keep it honest and simple.
• Show your communication strength: the languages you speak and how you handle angry customers calmly.

Weak: "Hardworking, honest person who loves people and is looking for an opportunity."

Strong: "Inbound customer service agent with 18 months' experience handling billing queries in English and isiZulu, averaging 92% QA and accurate CRM notes."

The strong version tells the recruiter the type of calls, the languages and a result, all in one line. Here are a few summaries you can adapt:

For more help, read how to write a personal profile on a CV.

How to list languages spoken (without overcomplicating it)

Many call centres serve customers in more than one language. Put your languages in their own section so a recruiter can spot them fast.

Use simple levels like these:

• Fluent: you can explain processes, handle complaints and speak naturally.
• Professional: you can do most work tasks confidently but may need time with difficult terms.
• Basic: greetings and simple questions only.

Avoid rating yourself "100%" or "native-level" unless you're completely sure.

Be ready to prove it. A recruiter may switch languages during a phone screening or interview to test you. Only list "Fluent" if you could handle a real customer complaint in that language.

Typing speed, accuracy and data capture: what to put on your CV

Typing speed matters because agents capture details while they're still talking to the customer.

If you know your WPM, include it. If you don't, practise and test yourself, then choose a realistic figure you can keep up at work.

• Write it like this: Typing speed: 45 WPM (accuracy 95%).
• If you're slower, focus on accuracy and keep practising.
• Add a line under your experience showing you captured notes on a CRM while on calls.

Common mistake: writing a very high speed you can't repeat. Some call centres give a typing test during the selection process, so a realistic number is safer than an impressive one.

Systems used: how to present CRM and call centre tools

Even if your previous company used its own in-house system, you can still describe it in a believable way. Say what the system was and what you did on it:

• CRM: "Custom CRM (logging cases, updating contact details, adding call notes)"
• Ticketing: "Ticketing tool (categorising queries, setting priority, tracking resolution)"
• Telephony: "VoIP softphone and dialler (call transfers, dispositions, call-backs)"

A disposition is the code you choose at the end of a call to show what happened, for example "sale", "call back" or "no answer".

Describing what you did helps recruiters understand your real experience, even if their system has a different name.

Never used a CRM? Write the tools you have used, such as email, WhatsApp Business, Excel or a till system. These show you're comfortable on a computer.

Matric-only education: how to make it look strong

If you only have matric, keep this section clear and neat. You don't need your full subject list unless it helps.

Focus on what supports call centre work:

• English: mention it if you did well, because phone and email communication is the main part of the job.
• Computer skills: add a computer literacy course if you've done one.
• Achievements: leadership, prefect, debate, public speaking, volunteer roles or awards.

Still waiting for your results or certificate? See our guide on putting your matric certificate on your CV.

If you're unsure what to include or how to format it cleanly, update your CV profile and keep your sections consistent across applications.

Call centre achievements to add (better than "responsible for")

If you have experience, achievements are what make your CV stand out. "Responsible for answering calls" tells the recruiter your job. An achievement tells them how well you did it.

Use any results you genuinely know:

• QA score, for example "Maintained 90%+ QA for 6 months"
• Targets, for example "Achieved 110% of monthly sales target"
• Customer satisfaction or feedback ratings (if your company measured them)
• Fewer repeat calls because of better notes or follow-ups (only if you can explain how)
• Promotions, being chosen as a buddy or mentor, or being trusted with escalations

Weak: "Responsible for answering customer calls."

Strong: "Answered around [X] customer calls per shift and kept a QA score above [X]% for [X] months."

Common mistakes on a call centre agent CV

• No languages listed: don't make recruiters search for them. Give them their own section.
• No typing speed or computer skills: add your WPM and the basic tools you can use.
• Too generic: "hardworking and honest" isn't enough. Add proof and examples.
• Long paragraphs: keep it easy to scan with bullet points.
• Unprofessional email address: create a simple one with your name, like firstname.surname@gmail.com.
• Same CV for every advert: a sales job and a customer service job want different things. Change your summary and top bullets to match. Our guide on how to tailor your CV to the job description shows you how.
• Missing or wrong cell number: call centres often phone shortlisted candidates. Double-check your number and answer unknown calls politely while you're job hunting.

How to finish and send your CV on CV Hub

Once your content is ready:

1. Create a free CV on CV Hub.
2. Choose a CV design and save a clean PDF.
3. If you already have an account, log in to CV Hub to edit and download your latest version.

Want to compare layouts? Browse the CV database to see how others structure their sections.

For more on structure and wording, read our cashier CV example and template. Many customer service tips are the same for both jobs.

Sending your CV by email? Our guide on how to email your CV has a short message you can use.

If something on the site isn't working or you need help, read the CV Hub FAQ or contact CV Hub.

Quick checklist before you apply

• Summary matches the role (inbound or outbound; service, sales or collections)
• Languages clearly listed with your level
• Typing speed included (WPM)
• Systems and tools section included (even if it's "custom CRM")
• Bullet points show results (QA, targets, feedback) without exaggerating
• Cell number and email address checked
• CV is neat, consistent and 1–2 pages long

Use the templates above as your starting point. Then, for each job advert, change your summary and the first three bullet points under your most recent job so they match what the advert asks for.

Once you're invited for an interview, prepare with our interview questions and answers guide.