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Create CVIf you’re applying for a customer support agent role in Australia, your resume needs to clearly show one thing: you can handle customers effectively while delivering measurable service outcomes. Australian employers expect a structured 2–3 page resume that highlights communication skills, problem-solving ability, and experience with tools like CRM systems and call centre platforms. This guide gives you exactly what to include, how to format it, and how to position your experience—whether you’re entry-level or experienced.
In Australia, hiring managers are focused on practical capability, not just job titles. Your resume must demonstrate:
Clear communication and interpersonal skills
Proven ability to resolve customer issues
Experience with systems like CRM, ticketing tools, or call centre software
Measurable service outcomes (customer satisfaction, resolution time, retention)
Professional, structured presentation (2–3 pages standard)
Unlike US resumes, Australian resumes are typically more detailed and may include responsibilities, achievements, and context for each role.
Your resume should follow a clean, chronological format with strong emphasis on outcomes.
Personal Details
Professional Summary
Key Skills
Work Experience
Education
Certifications (if relevant)
Technical Skills
Avoid adding photos or overly creative designs. Australian employers prefer clarity and professionalism over style.
Your summary should immediately show your value in customer service.
Customer Support Agent with 3+ years of experience delivering high-quality service in fast-paced call centre environments. Skilled in CRM systems, complaint resolution, and maintaining high customer satisfaction scores. Proven ability to handle high-volume inquiries while improving resolution times.
Mentions experience level
Highlights key tools and skills
Focuses on outcomes and performance
Your skills section should reflect both soft skills and technical tools.
Customer communication and active listening
Conflict resolution and complaint handling
Problem-solving under pressure
Time management and multitasking
Attention to detail
CRM systems (Salesforce, Zendesk, HubSpot)
Call centre software
Ticketing systems
Live chat platforms
Microsoft Office or Google Workspace
Avoid listing generic skills without context. Everything should align with real job tasks.
This is the most important section. Australian resumes expect detailed descriptions with results.
Job Title
Company Name
Dates
Key responsibilities and achievements
Customer Support Agent
ABC Contact Centre, Sydney
Jan 2022 – Present
Managed 80+ customer inquiries daily via phone and email
Resolved complaints efficiently, achieving a 95% customer satisfaction rating
Used Zendesk CRM to track and close support tickets
Reduced average response time by 20% through improved workflow processes
Uses numbers to prove impact
Shows tools used
Demonstrates real contribution
If you’re unsure what to include, these are standard responsibilities expected in Australia:
Handling inbound and outbound customer calls
Responding to email and live chat inquiries
Resolving complaints and escalating complex issues
Maintaining accurate records in CRM systems
Following company service standards and policies
Meeting KPIs such as response time and satisfaction scores
Tailor these based on your actual experience—don’t copy blindly.
Professional Summary
Customer-focused support agent with 2 years of experience in retail and call centre environments. Strong communicator with proven ability to resolve issues quickly and maintain high service standards.
Key Skills
Customer service excellence
Complaint resolution
CRM systems (Salesforce)
Multichannel support
Work Experience
Customer Service Officer
XYZ Retail Group, Melbourne
2021 – Present
Assisted customers with product inquiries and order issues
Resolved complaints with a focus on customer retention
Maintained accurate records in Salesforce
Consistently met service KPIs
Education
Diploma of Business
TAFE Victoria
If you don’t have direct experience, focus on transferable skills.
Retail or hospitality experience
Communication and teamwork
Problem-solving examples
Any customer-facing interaction
Retail Assistant
Local Store, Brisbane
Assisted customers with product selection and inquiries
Handled complaints and resolved issues professionally
Maintained a positive customer experience
Even without formal experience, this shows you understand customer interaction.
Use this simple structure:
Personal Details
Name
Phone
Professional Summary
Short paragraph highlighting experience and value
Key Skills
Skill
Skill
Skill
Work Experience
Job Title
Company
Dates
Responsibility or achievement
Responsibility or achievement
Education
Qualification
Institution
Technical Skills
Tool
Tool
Avoid these if you want to stand out:
Writing vague responsibilities without results
Listing skills without proof
Using overly short resumes (1 page is too brief in Australia)
Ignoring metrics like satisfaction scores or response times
Overloading with irrelevant experience
Employers want evidence, not claims.
To outperform other candidates:
Show measurable achievements (KPIs, ratings, improvements)
Demonstrate familiarity with tools and systems
Keep formatting clean and structured
Use clear, professional language
Align your experience with the job description
The difference between average and strong resumes is specificity and results.
Even within customer support roles, expectations vary.
Industry (retail, tech, finance, telecom)
Type of support (call centre, email, live chat)
Tools mentioned in the job ad
Required soft skills
Always mirror the job description language where appropriate.
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