Required skills

interpersonal skills to

provide effective customer service

relate to people from diverse backgrounds and with diverse needs

language and literacy skills to

read interpret and apply workplace procedures and guidelines including scripts and call guides

communicate clearly both verbally and in writing

complete required records and reports

telephone techniques to

handle enquiries using an appropriate manner and tone

select appropriate language with reference to enquirers cultural or disability needs

transfer and refer callers

deal with abusive and aggressive callers in an appropriate manner

customer service skills

selfmanagement skills to apply workplace procedures and policies in relation to handling workplace relations queries

timemanagement skills to

efficiently address enquiries

facilitate management of enquiry queue

technology skills to

use communication technology and systems

transfer manual records to clientmanagement software system

communication skills to

provide effective customer service

apply relevant clientmanagement procedures when processing enquiries

Required knowledge

workplace policies and procedures including OHS requirements and ergonomics

features and operation of information and communications technology and systems

electronic and manual recording and reporting systems and procedures

appropriate use of resources

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

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

Assessment must confirm the ability to

apply ergonomic and health and safety principles to the setup and use of workstation and equipment

operate telephony and clientmanagement software systems effectively

apply relevant clientmanagement procedures to process enquiries to the required quality and productivity standards

apply procedures for referral and escalation of enquiries

produce system records and reports to the required standards

Consistency in performance

Competency should be demonstrated by processing a range of enquiries including both written and verbal enquiries

Context of and specific resources for assessment

Assessment must comply with

organisational clientmanagement and health and safety procedures

applicable regulations and codes

Access may be required to

a simulated work environment

organisational policies and procedures

workplace relations information

Guidance information for assessment

The following assessment methods are suggested

oral questioning about features and use of telephony and relevant clientmanagement software

observation of candidate processing a range of incoming enquiries in various formats including at least two of the following phone calls emails letters by fax or mail and online enquiries

feedback from peers andor supervisor that the candidate consistently applies relevant workplace procedures

review of records completed by candidate or reports of performance

In all cases practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency that are difficult to assess directly Questioning techniques should suit the language and literacy levels of the candidate

Information and communication technology and systems may include:

Key performance indicators may include:

Telephone techniques may include:

Workplace procedures may include those relating to:

Correspondence may include: