Required skills

communication and negotiation skills to work effectively with internal and external customers

listening skills to understand and confirm the enquiryproblem and to undertake any necessary action

literacy skills to clearly articulate requirements in work requests

numeracy skills to accurately read and enter data

organisational skills to manage own tasks within timeframes

stress and time management skills to work effectively in times of peak or fluctuating demand

Required knowledge

industry specific terminology

legislative and regulatory requirements

operational environment customer base company products and services

policy procedures culture values mission business goals and standards

work deployment systems

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

effective and accurate use of systems to enter maintain and control job details

effective communication with customers staff and management

projection of a professional image in representing the company

application of principles of quality and continuous improvement in all operational activities

knowledge of legislative and regulatory requirements

Context of and specific resources for assessment

Assessment must ensure

access to workplace information and data

access to customer feedback or actual customers including field staff to discuss customer experience

access to performance management and quality assurance documentation

access to relevant legislation and regulatory codes

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

direct observation during actual calls and followup

customer internal and external feedback

review of quality assurance feedback

review of data entry and error reports

oral andor written questioning to assess knowledge of business protocols and requirements including regulatory and legislative requirements

analysis of implementation of continuous improvement strategies

review of actual performance against targets

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

BSBCCOA Use multiple information systems

BSBCCO301A Use multiple information systems

BSBCUSA Deliver and monitor a service to customers

BSBCUS301A Deliver and monitor a service to customers.

Job may include:

Resources may include:

Manual despatch may include:

Job details may include:

Communication may include:

Business protocols may include: